Sam Kato Email & Phone Number

Valenzuela, Ncr, Ph

- Maintains relationship with both internal and external stakeholders ensuring smooth operations by overseeing the incident/outage handling and management. Also, collaborates with different resolver groups to address technical issues and proper documentation of post mortem.- Gather and process information from technical experts and review Change information e.g. Business Justification, Risk assessment, fallback plan & Solutions design documents. Drive down incident recurrence, and reduce downtime from incidents.- Collaborate and oversee IT Service Management processes.- Review and improve the IT Engineering, Operations, & Architecture processes, proofreading and technical writing. Validation of terminologies and process work flows indicated and implementing it when deemed necessary- Collaborate with stakeholders, identifying SLAs, then alignment of technology to SLA.- Maintain database of identified KPIs & SLAs, analysis of reports, creation & facilitation of monitoring dashboards, and tracking trends.- Supervises report automation to minimize manual processes. - Coordinates with stakeholders regarding project status and facilitating the weekly stand-up meeting.- Point of contact for all related Performance reports and MBR in Technology Department.- Builds and strengthens relationships and partnerships within the performance engineering team, infrastructure leads, IT governance etc.- Developing individual and team goals, implementing plans in order to carry out the objectives set.- Facilitates, develop, train, and support team members regarding their role in the organization. Promoting continuous improvement and empowerment culture.- Manages Critical Services Response Team (MIM), Process & Performance Team, oversee Service Desk Team

- Spearheaded the visibility aspect of Performance monitoring dashboard which focuses on Project updates, NPS, ITSM KPIs, Technology attendance, and Capacity Planning for Network & Systems.- Main POC and End-to-end reporting (Data extraction to Reporting) of attendance to technology leadership team- Extracting data from Grafana & Zabbix regarding the high-level monitoring of Network & Systems resources regarding bandwidth, vlans, CPU status and temperature and analyze it for capacity planning.- Collaborate with Technology leadership team to streamline the processes being implemented and identify KPIs for SLA- Project Coordinator for Technology specifically Solution Architects regarding high-level status update and meetings with stakeholders- Coordination with Critical Service Response Team (CSRT)/Incident Management team regarding Outages (Incidents) being reported and tracked.- Semi-Automation of reports and dashboards (Google sheets, Looker studio, Excel, Analytics Plus)- Team Lead of Process & Performance team.- Oversee Knowledge-based articles being created and leading the proofreading and quality checking of process documents- Back-up of incident management team, analyze and proofread documentation processes for reporting- Participation and/or creation of Executive dashboard, Capex report, Network Purchasing & Costing report, ITSM monthly report, and other ad hoc tasks.

- Investigate and diagnose incidents to restore a failed IT Service/process as quickly as possible.- Automate reports to increase effectiveness and decrease manual errors. Produce ad hoc reports, trending data, and respond to stakeholder inquiries.- Provide consultation to business leaders on reporting needs, trend analysis and report improvement opportunities.- Coordinate the implementation of reporting processes- Develop new reports/graphs, production schedules, and additions/deletions from existing reports.- Provide consultation to business leaders on reporting needs, trend analysis and report improvement opportunities.- Utilize new data sources for report development.- Monitor, Alert and Coordinate with various stakeholders to put forward worth and usefulness to the threshold defined by the company.- Produce and verify daily electronic reports using reporting tools.- Distribute reports to internal stakeholders and external stakeholders when necessary.- Maintain existing reports as well as monthly and year-to-date summaries.- Develop trending reports on a request basis.

Coaching individuals to achieve their fitness goals:- Create customized workout programs based on availability and assessment of clients- Monitors and documents progress by checking Body Mass Index (BMI), Total Daily Energy Expenditure (TDEE), Required calorie intake based on goal, Percentage Body Fat (PBF) and Muscle Mass.- Recommendation on supplements, preparation on lifestyle change- Provide sample meal plans

• Incident Management Coordinator & L1 Team Lead – Leading the helpdesk team providing initial technical support for both incident reports and service requests. In-charge of determining the severity of the incidents reported and escalating it to appropriate resolving group. Also, initiates the bridge call with respective stakeholders addressing reported incidents and participating in the creation of RCAs.• Spearheaded the creation of Service Catalog and maintained each portfolio and respective KPIs for SLA metrics• Collaboration with Operations Manager regarding the development and implementation of general operating policies• Coordination with stakeholders (Relationship Managers, Data Ops, Product Support Delivery, Project Managers, Applications, & Infrastructure team) regarding requests and other deliverables that needs to be processed. Also, to ensure all SD work committed to major clients are carried out based on SOW• Change Management Facilitator whenever there are Change requests needed to be implemented and leading the bridge call with Change Advisory Board (CAB)• Leads the ITSM on-boarding with clients and refresher courses regarding service management.• Experienced and Familiar with ticketing tools (Remedy, ServiceNow, Unicenter, SalesForce)• Managed Incident, Service & Change Ticket tracker and provide reports about service levels and other KPIs• In-charge of the following reports: Operations Monthly Business Report, Uptime & Service Availability• Assisted in completion of IT001 & Operations billing reports, Operations Leave Requests, and other ad hoc tasks needed by Operations and Sales.

Ncr - National Capital Region, Philippines

A life stage Financial Planner, helping people to understand and achieve financial goals.

* YTD Trending of volume and hours of accounts processed by Transaction Services - Analysis of volume vs hours - productivity and costing - FTE Utlisation and acquisition* Data Gathering (volume, hours) - In preparation for the monthly reports - Daily update of lost hours and over breaks * Schedule adherence reporting (fortnightly per month) - Reporting to all departments - Includes the following: (Tardiness, Leaves, Head Counts, and Overtime)* Monthly submission of volume and hours of processed accounts - Coordination to Finance Head to prepare Labour Costing - Comparison of data with Payroll and coordinates with Operations Manager & Leads to check discrepanciesContributions:* Schedule Adherence Report template - Reporting for Operations and Compensation/Benefits - Punctuality and Tardiness* Performance dashboard of Operations department (excel) - Volume, hours, FTE, Estmiated Cost per transaction and Processing cost of all accounts - Revenue checking with Finance Manager check and balance with logged hours to determine lost hours, FTE ulitisation and expenses* Productivity Report Template - Working hours for each account - Overtime and loss hours

* Handled 15-30 members depending on shift * Monitor and update team performances on accounts handled, ensuring KPI and SLA's are met* Monitor, coach, train, and lead individuals to ensure each KPIs are met. Evaluate the regularization, Performance review and pay raise, and ensuring skills are updated for each based on skills matrix* Cascade updates and compliance check to ensure team is informed of latest details* Sets one-on-one discussion with team members to align their motivation to the growth of both (themselves and the company)Contributions:* Schedule Adherence Report template - Reporting for Operations and Compensation/Benefits - Punctuality and Tardiness

Makati City

* In-charge of task scheduling which ensures that Operations and Content departments tasks are balanced and distributed accordingly to respective teams* Plots and updates tracker of the accounts that have paid for tasks to be distributed and accounts that did not renew contracts to be taken off to the tracker* Monitors the Staffing and Attendance of all departments, provide reports to department heads (Daily, weekly, monthly)Contributions: * Improved Staffing and Attendance Report

* Spearheaded the establishment of Translation team on PH site* Part of the budgetting and analysis of FTE needed for the project together with Country Manager and counterparts in Japan* Recruitment of members for the team* Coordination and liaison between company and third party translation servicing company* Handled 10 individuals for the translation project team* Managed (training, on-boarding, coach, and leads) performance of team based on metrics set (Attendance, Quality and Productivity)* Assist in double-checking the payroll for the company employeesContributions:* Staffing and Attendance for monitoring of leaves, attendance and lost hours* Translation team performance dashboard* Rewards and incentives program for Attendance* Performance Dashboard of Translation team

Makati City

* Monitors social media sites of clients (Facebook, twitter and Youtube) - Checking comments which are viewable, non-viewable and under investigation* Does support for the social media of clients handled * Does support for the gaming apps - Level 1 client support for queries on games serviced

* Handled Level 1 customer support regarding financial status, credit card concerns (balance, limit increase, transaction history and online account set-up assistance)* Basic Fraud and Lost/stolen procedures* Point of contact of Workforce Supervisor and team for Time on System metric - Focused on productivity and utilisation* Assist in Events team

PEZA and BIR coordinator (goods to be delivered Import/Export)HR Assistant (tool updates for training)Quality Analyst