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.

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.

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.

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.

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.

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..

 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..