Renato (Renz) Arellano Email and Phone Number

As an Account IT, I provide infrastructure and application support to internal and commercial Concentrix clients to ensure business continuity and SLAs are met.As an IT Site Lead, I manage the End User Support team as well as the site Account IT. I also serve as the POC between the IT Service Delivery and the Account DPE/PE/Customer. Ensure positive customer satisfaction and customer relationship is maintained. Drive/Manage service quality and improvement of service delivery processes. Provide technical support and participate in the Change Control Board and/or Change Control Process.

Incident and Problem Manager-Provides first/second level infrastructure and application support for the account that meets technical Service Level Agreements for the following ITIL-based Service Management processes.-Regularly checks for new issues/incidents raised by key business users-Provides application support for the account that meets technical Service Level Agreements for the following ITIL-based Service Management processes:• Incident Management• Problem Management-Ensures that reported incidents are properly recorded, including the resolution performed-Analyzes, tracks and monitors all escalated incidents, acts as first-level resolution owner and ensures that issues are properly resolved-Escalates unresolved incidents to other pre-identified support groups-Maintains regular linkage with the key business users to remain in the loop on day-to-day operations issues and status-Provide analysis and critical next steps as appropriate and updates during Severity 1 outage situations -Secures RCA for Severity 1 incidents from resolution group or other sources-Generates and analyzes trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results.-Participates, leads, executes and/or coordinates special projects as determined and assigned by the Account IT Team Leader-Provides regular status reports to Team Leads and Project Managers at an agreed frequency.-Manages 3 accounts by handling projects & activities-Handles daily service requests from desk-side by allocating desk-side support personnel-Manages the TSE teamIT Quality and Security Manager-Generates periodic SLA reports / scorecards-Actively participates in client initiated projects -Provides training to other Account IT to enable cross-pooling and backup system-Shields the business from the complexities of other IT groups by being Single Point of Contact of business operations for major infrastructure concerns

*Incident and Problem Manager-Provides first/second level infrastructure and application support for the account that meets technical Service Level Agreements for the following ITIL-based Service Management processes.-Regularly checks for new issues/incidents raised by key business users-Provides application support for the account that meets technical Service Level Agreements for the following ITIL-based Service Management processes:-Ensures that reported incidents are properly recorded, including the resolution performed-Analyzes, tracks and monitors all escalated incidents, acts as first-level resolution owner and ensures that issues are properly resolved-Escalates unresolved incidents to other pre-identified support groups-Maintains regular linkage with the key business users to remain in the loop on day-to-day operations issues and status-Provide analysis and critical next steps as appropriate and updates during Severity 1 outage situations -Secures RCA for Severity 1 incidents from resolution group or other sources-Generates and analyzes trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results.-Participates, leads, executes and/or coordinates special projects as determined and assigned by the Account IT Team Leader-Manages 3 accounts by handling projects & activities-Handles daily service requests from desk-side by allocating desk-side support personnel-Manages the TSE (Technical Support Team) team*IT Change and Deployment Manager-Analyzes impact, risks and effort needed to implement a change request. This includes coordination and verification from different support groups-Participates in the change review meetings, Coordinates with operation and other IT groups to ensure seamless project or change implementation.-Acts as the IT Deployment PM of MDC for accounts in steady state

Role: -Handles first & second level support. -Directly reporting to IT Operations Manager -Provides assistance to Systems, Voice & Data Specialists on Client Issues & requests. -Handle IT projects, issues, escalations & requests on assigned campaigns.-Provide 24/7 on call support-Responsible in the setup & maintenance of production workstations.-Responsible for Manpower Allocation for every shift.-Manages the technical support team-Manpower Allocation & Scheduling-Ticket Monitoring-Coaching & Feedback

Job Role: -Managed stock inventory-Handles disposal of fix & small assets-Do 24/7 on-call production deskside support-Do daily monitoring of Servers & other data center equipments-Do cabling support-Man the helpdesk hotline & give phone support-On-site desktop repair-Software installation-Desktop & printer maintenance -SMS client agent installation, configuration & deployment-Network installation & maintenance-Server assembly, maintenance & racking-Server health monitoring-Handles daily server backup