Reginald Lee Email & Phone Number

Valenzuela, Ncr, Ph

Philippines

6750 Tower, Makati City

 Manages the local and global Tier 1 & 2 service desk admins Ensures efficiency and productivity of the team through reporting and analysis presented to higher management Develops and coordinates workshops and training courses to ensure competency in all necessary applications Conducts performance appraisal, career development initiatives and goal setting for the team Creates, reviews and implements departmental policies and procedures  Coordinates purchasing of end user equipment such as desktop, laptops, IP phones, printer toner and other IT consumables Coordinates with ISP on site operational status, problem resolution and bandwidth upgrade Coordinates with the facilities department regarding floor space allocation and personnel moves Oversees Inventory Management for stock control, proper auditing and tracking  Conducts regular Senior Management meetings with executives and stakeholders to address issues and provide visibility on departmental performance and project updates Leads the R&R committee for the local IT departmentMajor Accomplishments: Grew the Manila team from 3 admins to 25 supporting operations and MS O365 related products for S&P Global Turned around survey favorability from Red to Green within 4 months upon joining the team Achieved a 100% favorable survey response for 2 separate months and consistently above the 97.5% target Revamped the KPI reporting into a customizable performance Dashboard Created multiple Excel report templates for easier report generation Introduced a stricter audit format to ensure compliance to processes and high quality of service Revamped the staff scheduling based on YTD volume analysis and forecast

Libis, Quezon City

 Developed an understanding about the project's strategic direction as it moved to the Production Support phase Understood customer requirements and assisted in setting program objectives Participated in and managed tactical service delivery account plan to its successful conclusion Communicated across business units as the single point of contact into support management and development Delivered proactive problem management and high priority support through reporting, status updates, identifying trends and recommended strategic advice Investigated solutions and root cause for improved day-to-day processes Facilitated resolution of critical issues and provided advice on end-to-end resources  Assisted clients to become self-sufficient in the use and administration of IBM software via on-site mentoring and knowledge transfer Provided guidance to clients on future directions of IBM Software Provided technical feedback and input regarding IBM software products to our development laboratories Contributed to the on-going development of services related to IBM software products. Provided a delivery plan and regular reports with strategic advice and success measurements

Libis, Quezon City

 Ensured that all contract services meet or exceed the Operational Level Agreement Regular client interaction to discuss the open issues and OLA achievement as per delivery requirement Analyzed the program's data for continuous improvement and provided reporting to Executive Management Liaised closely with third parties and relevant groups on service delivery initiatives that address customer requirements and increase customer satisfaction Managed L1 and L2 team leaders’ performance to consistently meet key performance indicators, SLAs, utilization, productivity, and ensured organizational compliance systems and procedures are being followed Conducted Management Dialogues with direct reports and implemented training and development plans to address individual development needs Groomed resources and build succession/retention plans Communicate with the team on a regular basis through meetings and provided an effective conduit between employees and management Identified causes of ineffectiveness, both systemic and process problems, and implement solutions  Ensured policies, procedures, plans, and budgets work effectively to enable front line employees to satisfy customers efficiently and effectively Liaised with Workforce Management team to review staffing, scheduling, efficiency variance and ensured best utilization of resources

Libis, Quezon City

 Attended weekly conference calls with stakeholders and discussed support related matters Managed the escalation, investigation and isolation of Service Desk related issues Performed the collection, collation and analysis of incident/problem cases, measure service level, lessons learned to improve the overall service quality Followed-through with the other towers towards a quick resolution of high priority cases Created and maintained effective Work Level Instructions to ensure that the agents meet case resolution requirements as required by scope definition Conducted analysis and design; specification, customization and documentation of business processes to meet Service Level Agreements Acted as the change manager for the knowledge base and conducted the training and refresher for process updates Worked hand-in-hand with Service Desk Operations to discuss process and tools improvement; and customer concerns Performed case and quality audit to ensure quality and process compliance Created and analyze reports and other adhoc tasks

Libis, Quezon City

 Provided guidance, advice, assistance and support to Service Desk Specialists (served as escalation point taking appropriate action to effectively resolve conflicts, problems, customer issues or complaints) in order to meet the support needs of the business. Identified and effectively managed areas of concern and underachievement taking into consideration specific input data out of trend reports prepared by Incident Coordinators and performance management reports from QA specialists / CSAT analysts. Recognized agents’ needs and expectations and carried out the necessary administrative duties. Implemented required measures to ensure agent adherence on a daily basis; assessed or allocated individual tasks as required in order to utilize resources effectively and efficiently and to increase agent performance. Planned and conducted regular team briefings and meetings to ensure team members are fully briefed on new information within the agreed time frame.

Libis, Quezon City

 Phone-in IT/ Helpdesk for multiple Siemens Operated Companies. Subject matter expert for one the Siemens Operated Compaies. Coordinated with the Process Analyst in updating support materials. Acted as a second-touch for misrouted/mishandled cases for corrections. Provided a wide range of hardware, software, connectivity and system support. Coordinated interaction across all channels in “real time”.

 Acted as account’s lead technical subject matter expert. Took responsibility to ensure that supervisory and escalated cases are addressed/ resolved in accordance with process workflow and quality guidelines. Managed escalation database and exchange information with Company and Client’s operations team to meet technical performance standards. Participated in phone-in meetings with Company and Client to exchange updates and drive to resolution any problems arising from various products support. Prepared Daily Operations Report, contributed to other projects and performed other tasks as requested. Attended Team trainings, workshops, seminars and focus groups. Supervised operations and ensured that tasks given are adhered to whenever there are no Team Leaders/ Managers around.