Carl Rhys Chin Bontia
Regional IT Systems Support
Baguio City
Summary
As an IT Desktop Support specialist, the role involves providing comprehensive technical assistance to end-users, troubleshooting hardware and software issues, and ensuring the smooth functioning of IT systems. I'm responsible for resolving IT-related problems promptly, installing and configuring hardware and software, and maintaining accurate records of IT assets. Additionally, collaborate with cross-functional teams to implement IT initiatives, deliver excellent customer service, and contribute to the overall efficiency of the organization's IT infrastructure.
Overview
10
10
years of professional experience
Work History
Regional IT Systems Support
FOUNDEVER PHILIPPINES
06.2020 - Current
- Offers comprehensive technical support to various departments, both on-site and remotely
- Communicates effectively with clients, Directors, VPs, and other departments through verbal channels such as bridges and meetings, as well as written correspondence, addressing troubleshooting and technical issues
- Executes thorough troubleshooting processes to identify root causes of issues and deliver informed solutions
- Installs and configures hardware and software to prepare for upcoming projects and client-requested tools or upgrades, ensuring seamless implementation
- Knowledge in using Windows Administrative tools and troubleshooting steps; Active Directory, DHCP, Group Policy Management, etc.
Workforce Management: Real-Time Analyst
01.2018 - 05.2020
- Enforce scheduling standards and procedures, promptly addressing any deviations to ensure adherence to established guidelines
- Collaborate with supervisors and managers to monitor and track planned and unplanned absences, as well as projected and confirmed attrition, ensuring accurate workforce forecasting and planning
- Monitor intraday performance metrics to ensure that associate performance meets client expectations and service level agreements (SLAs), taking proactive measures to address any deviations
- Take timely action on data requests from process owners and other departments, facilitating efficient decision-making and operational management
- Generate and provide comprehensive reports on an hourly, daily, weekly, and/or monthly basis to department heads and clients, offering valuable insights into operational performance and trends
- Produce daily status reports summarizing previous day activities, including analysis of average handle time (AHT), staffing shrinkage, occupancy, paid time off (PTO), voluntary time off (VTO), and training
- Provide real-time documentation and analysis to address questions related to SLA performance, ensuring transparency and accountability in service delivery
- Supervise and collaborate with colleagues to effectively monitor performance across multiple sites, both local and offshore, ensuring consistent quality and efficiency
- Engage with clients and represent the company during daily and downtime meetings, fostering strong client relationships and ensuring alignment with client expectations
- Possess proficient knowledge in Microsoft Excel, including advanced functions such as VLOOKUP, HLOOKUP, SUM, SUMIF/S, SUMPRODUCT, COUNT, COUNTIF/S, CONCATENATE, and IF/ERROR
- Skilled in creating and manipulating Pivot Tables with accompanying charts, implementing conditional formatting, data validation, and text-to-columns functionalities to analyze and present data effectively.
Customer Service Representative
11.2015 - 12.2018
- Voice Inbound: Responded to customers' inquiries regarding their check writing privileges with the client's affiliated merchants, demonstrating in-depth knowledge and understanding of the products and services
- Implemented stringent security and verification procedures during each call to ensure compliance with regulatory requirements such as the FACT Act, FDCPA, FCRA, and third-party disclosure policies, safeguarding customer information and privacy
- Displayed proficiency in de-escalating tense situations and handling irate customers with empathy and professionalism, consistently delivering exceptional customer service experiences
- Voice Outbound: Conducted outbound calls to customers and their banks using registered phone numbers in the system as part of the prescribed security and verification process, reinforcing the integrity of account access and transaction authorization procedures.
Factory Worker (End Packaging Department)
MIGHTY CORPORATION
01.2014 - 01.2015
- Operated heavy machinery to facilitate the end packaging process of cigarettes, ensuring precise placement of individual cigarettes onto their designated packs and assembling them into ream boxes for delivery
- Maintained stringent quality control measures throughout the packaging process, meticulously inspecting the packaging materials and finished products to uphold the company's standards for quality and consistency
- Collaborated with team members to efficiently load and unload packaging materials, monitor machine performance, and troubleshoot any issues to minimize downtime and maximize productivity
- Adhered to safety protocols and procedures while operating heavy machinery and handling potentially hazardous materials, prioritizing the well-being of oneself and colleagues in a fast-paced manufacturing environment
- Participated in regular training sessions and quality improvement initiatives to enhance skills and knowledge related to packaging operations and maintain compliance with industry regulations and standards
- Received commendations from supervisors for consistently meeting production targets, maintaining high-quality standards, and contributing to the overall efficiency and success of the end packaging department.
Education
Bachelor of Science in Hotel and Restaurant Management -
University of Regina Carmeli
Skills
Quick Learner
Group Policy management
PC diagnostics
Technical Support
Organizational Leadership
Team Collaboration
Technical Troubleshooting
Adaptability and Flexibility
Decision-Making
Professionalism
Quick Learner
Accomplishments
- Regional IT Site Support
- Collaborated with numerous Project Managers, Technical Managers, Network Engineers, and Endpoint Engineers while spearheading the IT Team on various projects aimed at launching new accounts/lines of business (LOB) and transferring campaign sites. Orchestrated project strategies and effectively managed the team to ensure a smooth transition of campaigns to alternative sites. Additionally, developed and maintained an Excel file to monitor campaign seat count, floor mapping, and inventory of assets and peripherals, thereby facilitating the generation of weekly reports. Delivered desktop support and effectively completed assigned projects despite being the sole IT personnel on duty, owing to staffing shortages, across all four Baguio sites.
- Workforce Management: Real-Time Analyst
- Implemented automation for intraday report generation, resulting in a significant reduction in processing time. This streamlined approach facilitated efficient task management and enhanced real-time queue monitoring capabilities.
- Customer Service Representative
- Created an Excel spreadsheet facilitating streamlined access to our knowledge base, enabling efficient tracking of the Running Average Handle Time (RAHT) for calls, leading to improved call management.
Strengths Skills
- Lean Six Sigma: Certified White Belt in Lean Six Sigma methodology.
- Learning Agility: Demonstrates a capacity for rapid learning and adaptation.
- Communication Skills: Proficient in effective verbal and written communication.
- Computer Proficiency: Skilled in computer software and hardware installation.
- Thrives Under Pressure: Capable of performing well under stress and meeting tight deadlines.
- Flexibility: Able to accommodate irregular work schedules and extended hours.
- Resilience: Open to learning from setbacks and constructive criticism for continuous improvement.
- Philomath: Enthusiastic learner with a passion for acquiring knowledge.
- Strong Work Ethic: Dedicated to upholding high standards of performance and professionalism.
- Task Management: Capable of multitasking and prioritizing tasks effectively.
- Self-Motivation and Organization: Driven and organized approach to work.
- Manual Dexterity: Proficient in hands-on tasks and manual labor.
- Integrity: Demonstrates honesty, trustworthiness, and ethical conduct.
- Analytical and Problem-Solving Skills: Possesses strong analytical thinking and problem-solving abilities.
- Interpersonal Skills: Able to build and maintain positive relationships with colleagues and customers.
- Team Player: Values teamwork and demonstrates loyalty to team goals and objectives.
- Customer Service Orientation: People-oriented with a focus on delivering excellent customer service.
- Teaching and Coaching: Skilled in mentoring and coaching others to achieve their potential.
References
- Cherry Amor Escobio, Current IT Manager, Foundever: Regional IT Manager for CSR – Baguio, Palawan Tarlac, +639177961009
- Mary Grace Dugayo, Previous WF Manager, Foundever: Workforce Manager, +639209192368
- Kate Valerie Basawil, Previous IT Supervisor, Foundever: Server Exchange Engineer, +639175894530
- Jervis Clark Mariano, Previous IT Supervisor, Hedcor Group: IT Supervisor, +639778052165
- Larry Roger Ocampo, Colleague, Foundever: Regional Site IT Support, +639752348230
- Claudette Alyson Alegria, Colleague, Foundever: Regional Site IT Support, +639460843943
- Joseph Estrada, Previous Colleague, Foundever: Global Network Services APAC, +639513557066
- Zyrey Boguiles, Previous Colleague, Blackhawk: IT Vending Systems Optimization Specialist, +639952931056
- Beneeth Nair, Previous Colleague, Blackhawk: IT Support Specialist, +6396672162877
Timeline
Regional IT Systems Support
FOUNDEVER PHILIPPINES
06.2020 - Current
Workforce Management: Real-Time Analyst
01.2018 - 05.2020
Customer Service Representative
11.2015 - 12.2018
Factory Worker (End Packaging Department)
MIGHTY CORPORATION
01.2014 - 01.2015
Bachelor of Science in Hotel and Restaurant Management -
University of Regina Carmeli