• Managed delivery of $100M+ PC & Print Service contracts with over 60 local and global accounts in major industries including FinTech, BPO, logistics, manufacturing, and government offices located in the Philippines.• Led and supervised a team of 50 personnel, including Project Manager, Service Delivery Manager, Project Coordinator, Field Engineers, and Resident Engineers; maintained full operations during COVID19 lockdowns.• Engaged sales teams, supply chain teams and third-party… Show more • Managed delivery of $100M+ PC & Print Service contracts with over 60 local and global accounts in major industries including FinTech, BPO, logistics, manufacturing, and government offices located in the Philippines.• Led and supervised a team of 50 personnel, including Project Manager, Service Delivery Manager, Project Coordinator, Field Engineers, and Resident Engineers; maintained full operations during COVID19 lockdowns.• Engaged sales teams, supply chain teams and third-party vendors to support field operations, logistics and costing requirements for contractual and transactional services.• Facilitated internal and external meetings with upper-level management, customers, partners, and project team to discuss project plans, status updates, SLA performance, financial reports, and other arising matters.• Fulfilled and met overall 90% deadlines, budgets and goals for all projects and addressed risks & impacts due to unforeseen causes.• Assisted in meeting over 80% of payment collection targets from Q1FY19 to Q4FY22. Show less

• Collaborated with internal Quality Management team to facilitate cyclic audit of processes of assigned team or process owner.• Gathered relevant information from process owners and provided feedback highlighting best practices, potential noncompliance, and opportunities for improvement.• Followed thru with process owners and decision makers on their action plans for identified noncompliance within the agreed timeframe.• Drove the organization to achieve ISO certification and… Show more • Collaborated with internal Quality Management team to facilitate cyclic audit of processes of assigned team or process owner.• Gathered relevant information from process owners and provided feedback highlighting best practices, potential noncompliance, and opportunities for improvement.• Followed thru with process owners and decision makers on their action plans for identified noncompliance within the agreed timeframe.• Drove the organization to achieve ISO certification and re-certification between fiscal years 2017 and 2022. Show less

• Took on management of over 80 channel partners in the Philippines providing after-sales services to their respective HP customers across the country.• Rolled out programs to streamline operations to meet over 80% of 3-day processing times and mitigate non-compliance such annual technical trainings, annual process orientation, cyclic audits, and incentive programs.• Led development & implementation of online channel portal that unified all day-to-day transactions with channel… Show more • Took on management of over 80 channel partners in the Philippines providing after-sales services to their respective HP customers across the country.• Rolled out programs to streamline operations to meet over 80% of 3-day processing times and mitigate non-compliance such annual technical trainings, annual process orientation, cyclic audits, and incentive programs.• Led development & implementation of online channel portal that unified all day-to-day transactions with channel partners.• Setup ad hoc service process for key partner account, Department of Education, to support $20M worth of HP computers and accessories.• Collected over US$100K worth of claw back amount from partners due to non-compliant claims in fiscal year 2012. Show less

• Supervised and overseen a team of in-house technical support engineers, call agents and admin support providing services for HP Service Center. This included training and onboarding new team members, monitoring attendance, and conducting regular team meetings.• Acted as escalation point for customer complaints and other matters involving team’s operations. This included close coordination with customer and internal team for problem resolution, preparation of incident reports, and… Show more • Supervised and overseen a team of in-house technical support engineers, call agents and admin support providing services for HP Service Center. This included training and onboarding new team members, monitoring attendance, and conducting regular team meetings.• Acted as escalation point for customer complaints and other matters involving team’s operations. This included close coordination with customer and internal team for problem resolution, preparation of incident reports, and representation of team in external meetings.• Monitored team’s KPI performance, prepared performance analysis reports based on CRM data, and represented the team in monthly business reviews with top management team. Was able to achieve over 80% of KPI targets month-on-month within my term.• Served as certification champion for technical engineers and ensured compliance of the team to the required trainings and certifications of HP for diagnosing & repairing PC & printing products. Show less

• Performed diagnosis and repair of HP PC & printing products received in HP Service Center.• Responsible for proper diagnosis and identification of correct spare parts to be replaced.• Responsible for providing timely updates in the CRM system for each repair case and meeting the standard repair turn-around time.• Undergone regular trainings and completed required certifications to comply with HP’s requirements.• Provided on-site support on case-to-case basis for certain repair… Show more • Performed diagnosis and repair of HP PC & printing products received in HP Service Center.• Responsible for proper diagnosis and identification of correct spare parts to be replaced.• Responsible for providing timely updates in the CRM system for each repair case and meeting the standard repair turn-around time.• Undergone regular trainings and completed required certifications to comply with HP’s requirements.• Provided on-site support on case-to-case basis for certain repair cases.• Recognized as one of top performing engineers in FY2010 and FY2011, averaging of 10 repair cases closed daily with recognitions from customers via online survey. Show less

As part of our Engineering curriculum, I completed the required 800-hour on-the-job training. Took on the role of an Assembly Operator in their IC production division, covering different process stages such as die casting, wirebonding, molding and packing.