Rc Lingat Email & Phone Number

Makati, National Capital Region, Philippines

Makati, National Capital Region, Philippines

• Supervise the entire team of Technical Support Engineers within the Endpoint Solutions Group across APAC region.
• Collaborate in the development of a Manual Booking System designed for scheduling site appointments and seat arrangements.
• Management meetings to analyze and address weekly sales escalations and cases with aging backlogs, focused on setting strategic direction, identifying opportunities, and conducting root cause analysis.
• Play a pivotal role in facilitating the career advancement of employees, resulting in promotions for two individuals from Level 1 to Level 2 positions, and the promotion of one Team Lead to a Managerial role.

Makati, National Capital Region, Philippines

• Managed a team of Technical Support Engineers, ensuring they met key performance targets and SLAs by monitoring their work levels, backlog, and quality.
• Created a scheduling system to balance workforce staffing, addressing planned and unplanned absences, and alerted the Technical Support Manager to potential service level risks.
• Improved onboarding for new hires by implementing a production readiness timeline, resulting in faster production deployment within 1 to 2 weeks.
• Led the onboarding of newly promoted Level 2 engineers in the Endpoint and Network Support department (L2 Boot Camp).
• Played a significant role in candidate selection and interviews to align staffing with the technical support budget and selection criteria.
• Introduced new team members, provided training, mentoring, and coaching, and diversified skill sets to minimize single points of failure.

Mckinley West, Taguig City 1630

• Product implementation/support on [24]7 Active Share Technology (SaaS) for several global accounts
• Design/Develop Active Share cards for global clients (potential/active)
• Project Lead on several digital projects (Digital Time Keeping System for Payroll, Digital Agent Assessment for Human Resources, Virtual Engagement Platform for Operations)
• Assisted company project manager with company infrastructure site movement/compression for resource/shared service employees
• Works together with project manager defining project scope, goals, deliverables including project timelines and tracking action items

Mckinley West, Taguig City 1630

• Improved account process of handling documentation through creating online Agent Disposition Tracker
• Increase productivity by creating process of conducting quality audit by Team Leaders through developing an online audit tool
• Saved time/revenue impact by helping operations meet client service level through the Agent on Call Project where we identify voluntary and readily available agents to report for work to take overtime
• Created advance Excel Dashboard where in agent performance report are presented clearly with an accurate/real-time scorecard computation for team leaders/agents consumption

Mckinley West, Taguig City 1630

• Assisted operations in managing different teams during their transitioning, nesting period as an OIC
• Transferred and served as a Subject Matter Expert in Operations from June 2010 to February 2012
• Participated and a contributor to company career engagement projects (JEDI/JEP)
• Floorwalker/ Point Person in our team to provide support in various customer concerns

Chino Roces Ave Corner Gil Puyat, Makati City 1200

• Assigned as an Officer in Charge (Temp TL) for 3 Months
• Participated in Quality Call calibration sessions to improve team performance

Ayala Corner Gil Puyat, Makati City 1200

• Assigned as an Assistant Team Leader to manage team task and productivity on a daily basis
• Involved in communicating solutions to onshore support team on their account related soft wares
• Improved process of troubleshooting network equipment’s within the SME Team and in Operations which greatly impact service level productivity since less escalation occurs
• Became as a Subject Matter Expert after Regularization due to my knowledge and networking skills

Eastwood City Cyberpark Libis, Quezon City 1110

• Trained to handle escalate calls from PSR and provide final resolution to the problem at hand
• Handled Advance LINKSYS networking devices and served as a Network Consultant via different channel (voice, email and/or chat support)

Eastwood City Cyberpark Libis, Quezon City 1110

• Technical Support to LINKSYS SOHO (Single Office Home Office) customers for Installation, Configuration and Troubleshooting via phone