Nerlene Mae Davis Email & Phone Number

Philippines

Results-driven IT Service Delivery Manager with over 8 years of experience in managing IT services and driving operational excellence. - Adept at aligning technology solutions with business objectives to enhance service quality and customer satisfaction. Proven track record in leading cross-functional teams, implementing ITIL best practices, and optimizing.

Cebu, Central Visayas, Philippines

As the sole lead for the service desk team in Cebu, my responsible for overseeing and leading a geographically dispersed team that provides technical support and customer service to clients worldwide.- Coordinate and manage teams of service desk professionals working across multiple time zones, ensuring seamless service delivery 24/7.- Develop and.

Cebu, Central Visayas, Philippines

Application Used: Verint, Verint Forms Designer, Service Now, Confluence, Active Directory, MS Office Tools, Remote Assist and Citrix Workspace- Spearheaded the establishment of the pioneer service desk account for the largest Australian client at Wipro, ensuring seamless onboarding and transition.- Developed and updated knowledge database, providing.

Bohol, Central Visayas, Philippines

• Application Used: Jira, Chromebook and Chrome OS, Windows, PDQ Deployment, Active Directory, Putty, Remote Desktop, Salesforce and OKTA
• Receives and responds to workflow requests in the form of trouble tickets through the Remedy ticketing system.
• Spots problem trends as they emerge. Reduces overall numbers of problems through effective root cause analysis and long term fixes.
• Performs installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.
• Organizes and addresses assigned tickets in appropriate priority order.
• Drives site level implementations of new pc hardware, application rollouts, and client specific ramp activities as it relates to the desktop.

Tagbilaran City, Bohol

- Participates in the design of call monitoring formats and quality standards. - Performs call monitoring and provides trend data to site management team. - Uses quality monitoring data management system to compile and track performance at team and individual level. - Coaching session with CSA representatives that needs improvement on product and.

Region VII - Central Visayas, Philippines

- Teaches basic computer education to Elementary and Highschool Department- Focuses on Basic MS Office and Graphics Design Module 4- Manages the team of Part-Time teachers on their daily teaching load and DTR

- Oversee and lead a team of SEO specialists responsible for optimizing website content, structure, and performance to improve organic search rankings.- Develop and implement SEO strategies, including keyword research, on-page optimization, technical SEO, and link-building campaigns, to enhance online visibility and drive organic traffic.- Analyze website.

Philippines

- Establishes Web project scope by studying strategic business drivers; discovering and validating business and technical requirements and parameters; obtaining input from subject-matter experts; examining and recommending changes to current business practices; developing and writing proposals.- Develops Web solution by formulating objectives; planning.

Application Used: Citrix Workspace- Diagnosed hardware and software failures and resolved technical issues- Troubleshoot hardware issues and worked with service providers to facilitate repairs. - Provided base level IT support to company corporate personnel. - Resolved customer complaints and concerns with strong verbal and negotiation skills. - Maintained.

Doctor Of Law - Jd, Law

Bachelor'S Degree, Information Technology

Advance Diploma In Computer Studies, Intermedia/Multimedia

Doctor Of Law - Jd, Law