Rey Ramirez Email & Phone Number

Managed a pool analyst programmers for support operations & another set of developers.Administratively managed 2 outsourced accounts for australian clients.Introduced & implemented key performance indicators for all staff.Applied ITIL based processes to manage operations.Encouraged direct customer engagement for both support & development operation.

Managed 6 IT service delivery support capabilities with a total of 45 (FTE’s) support engineers base in Manila, Philippines providing IT services to a US Financial account client. Point of contact (POC) for additional services to be source out of the Asia region. Successfully transitioned IT services from the US to Manila delivery support reaching “steady.

Managed the Fujitsu Regional Support Center in the Philippines with 15 IT support engineers and extended coverage of the Singapore Datacenter & Helpdesk in behalf of the US Pharmaceutical Client. The role included overseeing the service delivery performance and ensuring that the client goals and objectives for the outsourced support are met. Maintained SLA.

Provided IT consultancy to BCJA consulting firm in the field of information technology, information security, IT helpdesk organization management and ISO9000 Audit preparations. Conducted seminars on Information security & information Technology for a couple of clients.Successfully prepared & certified 2 client companies that underwent the ISO 9000 Audit.

Provided management guidance to 6 sites with 5 IT managers & 30 support engineers providing strategies to optimize overall IT support thru integration while ensuring core competency within the IT operations delivery team. Managed an internal IT helpdesk with 23 specialist supporting all local sites. Effectively reduced 30% of current IT FTEs between July.

Managed 1 APAC regional manager, 3 team leaders, 1 supervisor and 24 support engineers delivering services to APAC, EMEA and Latin America customers. Brought failing SLAs (65%) to Passing grade (87%) gradually within 3 months of management. Reduced Staff attrition from 10 to 1% while putting in place a logical engineers succession plan.

Managed a total workforce of @ 800 technical support specialist, 56 team leaders, 12 supervisors and 6 operations managers to efficiently support Linksys ( Cisco ) customers in North America, UK & APAC. Successfully delivered client services for 2 seasons, getting a CSAT rating of 90%.Instrumental in getting the company ISO certified in 2006.

Improved service delivery enabling client to renew current services for another year.

Globalized support for the IT helpdesk optimizing regional resources from APAC & US sites.Managed & implemented information security in 3 APAC mfg plants & 7 Sales offices.Cleared information security requirements for an acquired company in New Zealand.