Russell Ocampo Email & Phone Number

Wellington, Wellington Region, New Zealand

• Working with vendors to establish full-service lifecycle management for the IaaS services• Management of vendors and negotiation of contracts and contract variation• Creating business cases, preparation and maintenance of roadmaps and service maps for IaaS services• Prepare and contribute towards budgeting of the IaaS environments• Ensure the IaaS environments align to the MPI IT strategy and architecture• Maintain and optimize IT service portfolio management process and IT service catalogues

Wellington, New Zealand

Reporting to the Chief Information Officer, I am the senior point of contact and accountability for the delivery of effective IT services and capabilities to OSPRI’s internal and external users.In conjunction with third party vendors, I am responsible for ensuring user satisfaction with OSPRI IT Services by:• Maintaining high performing services, including: - IT Service Desk - Desktop Support - Support for all corporate IT business systems• Ensuring our vendors support the business through consistent attainment of Service Level Agreements (SLA)• Upholding positive working relationships with internal and external stakeholders• Safeguarding OSPRI’s expected return on the investment for services from third party vendors.I am also responsible for managing, leading and developing direct reports (including contract resources) in the Application Support and Service Desk spaces.

Wellington & Wairarapa, New Zealand

Service Delivery Management• Responsible for maintaining high performing IT services including IT Service Desk, Desktop Support and VOIP Support for all corporate IT business systems across all OSPRI New Zealand.IT Leadership• Engaging in governance and leadership initiatives that impact the delivery and improvement of IT services and the wider IT team.Relationship Management• Responsible for ensuring positive working relationships are maintained with internal and external stakeholders.Performance and Quality Assessment• Responsible for ensuring OSPRI receives the expected return on the investment for services from third party vendors.Team Management and Line Management• Responsible for overseeing the Support Analyst and other individuals within the IT Service Delivery team including contract resources.

Wellington, New Zealand

ICT Service Delivery Management• Autonomous delivery of all enterprise ICT related services• Stakeholder management and directly addressing senior managers and CEO in high level discussions• Self-managing time and resources in prioritising projects and tasks according to severity and business impact• On-call 24/7 to support 300+ staff directly across 3 sites via remote assistance or site visits when requiredBudget, Procurement and Asset Management• Creation of annual ICT budget for both capital and operational expenditures• Purchasing necessary ICT equipment, software and services• Audit, inventory and asset taggingProject Implementation• Delivery of small to large-scale projects that assist in improving overall ICT service delivery• Managed the delivery of TRM Foundation Services (NaaS) for the Nees group (3 mega stores)• Activated the stalled use of BMS in Mitre10 Mega PoriruaVendor Management• Management of various external service providers including managed IT services, telephony, CCTV and BMS• Coordinating service providers who have overlapping responsibilities• Maintaining good rapport especially during difficult situationsTechnical Support (BAU)• First point of contact for all ICT related issues for both hardware and software• Network management via Cisco Meraki dashboard and physical network support• Management of unified telephony system and requisite SIP trunks• Providing on-site desktop engineering support

Wellington, New Zealand

Fixed term contract inclusive of:• Computer imaging, prestaging, data migration and release• Data archival, hdd secure wipe and storage• Thin client firmware update and migrating users to new Citrix server• Full process documentation• Ad hoc duties including disposal and inventory

Singapore

An IT Engineer who single handedly managed all facets of IT operations. Was directly responsible for all IT needs of 100+ staff and was in charge of the company wide email server, including the maintenance of all 400+ individual email accounts. Duties included:• Project Implementation• Process Management• Procurement • Licensing and Contracts Administration• IT Security• Email Administrator• Network Administrator• Server Administration• Technical Support• Software Applications Support• Driver / Courier / Transport

Clark Freeport Zone, Clarkfield, Pampanga, Philippines

• Received, monitored and escalated issues with the use of Remedy ticketing software and provided tier-1 support for local IT team• Administered and managed call center tools and user access• Represented local site for tier-1 issues during conference calls with HQ and other local and international sites• Real-time remote monitoring and management of agents and department performance with the use of various tools• Provided hands-on support on the proper use and setup of software tools• Received and processed leave desk hotline phone calls and requests from local staff• Managed site’s off-phone or off-tool activities to ensure availability of enough number of agents on the production floor• Constantly coordinated and provided accurate and on time reports with HQ and Operations department to achieve set goals