Charles Patrick C. Regner
Meycauayan
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Professional services manager specializing in project management with history of driving project success through meticulous planning and execution. Renowned for fostering strong team collaboration and ensuring high-quality deliverables. Consistently adaptable to evolving project demands and dedicated to achieving results.
Overview
28
28
years of professional experience
Work History
Professional Services Project Manager
Ring Central
02.2022 - Current
- Run Projects that contain unified communication and contact UCaaS environment
- Create schedules for rollout of multiple locations
- Overcome project and task management stumbling blocks and hurdles to keep projects on track
- Break projects and tasks down to manageable pieces
- Develop accurate and realistic performance and time estimates
- Manage multiple projects without losing effectiveness
- Manage projects and still make time for daily work responsibilities, ie : Time tracking, project status updates, closure activities
- Become a personal driver of RingCentral initiatives current and future
- Responsible for reporting daily, weekly and monthly on project status
- Working with clients to gather information and set up porting from their existing carriers to RingCentral
- Monitor projects to ensure we are meeting customer expectations for delivery
- Track project performance, specifically to analyze the successful completion of short and long-term goals
- Develop project plans to be shared with clients as well as other staff members
- Plan and monitor adherence to schedules
Jira and IX Administrator
IBM Business Services
04.2021 - 01.2022
- New user administration, user & group permissions management, adds, changes, archives
- License & version management
- Workflow design and implementation
- Sprint, filter, dashboard & agile board management and support
- LDAP with IT Services domain DB SME
- Change manager and communication lead, change test & deployment execution and management
- Enforcement/management of user permission levels
- Custom field additions
- Coordination between IX and JIRA changes (for example, a field being added in IX will require a new field in JIRA)
- Maintenance – audit & removal of unused boards, dashboards, filters, users, and project defaults
- Introductory & specific functionality demos 1 for basic items
- Tool Subject Matter Expert – guide for how to perform requested functionality within the tool (dashboards, filters, etc)
- Education & and enforcement of standards for each user community
- Application troubleshooting - app slowness, plug-in unresponsive, code cloud issues
- Application maintenance – version upgrade, certificate installation, license renewal
- Vendor support liaison
- Plug-in research/testing/implementation
- Configure/support/test integration with other target platforms (examples are WAVE, JIRA Align, Asana)
Porting Prep Team SME (back office)
IBM Business Services
03.2018 - 03.2021
- Responsible for assisting the team with their required tasks and answering team queries regarding processes and issues
- Responsible for verifying the accuracy and validity of the documents provided by team members
- Responsible for escalating to the corresponding LEC’s when standard SLA is not met
- Responsible for coordinating with “on-shore” SME’s when needed to resolve internal and external CSR and porting issues
- Responsible for managing large projects by assessing the required manpower and balancing the team’s workload and overseeing projects until they are completed
- Responsible for assisting all segments of the account with CSR and porting related issues when needed
- Supports several groups within the account regarding questions pertaining to porting and CSRs
- Tier 2 Escalations for CSR requests and porting issues
- Conducts new hire training, provides refreshers and updates to existing process and procedures
- Assisted in the building of the Porting Prep Process, Documenting, support and creating relevant job aids and process documents
- Responsible for auditing (LCT) internal teams making sure that they comply to their respective processes
CSR Team SME (back office)
IBM Business Services
08.2017 - 03.2018
- Responsible for requesting and verifying Customer Service Records (CSR) used in porting telephone numbers from various carriers
- Responsible for answering queries and verifying requirements for CSR requests before they are made
- Responsible for escalating to the corresponding LEC’s when standard SLA is not met
- Responsible for coordinating with “on-shore” SME’s when needed to resolve internal and external CSR issues
- Responsible for handling large, multi-site customer requests
- Responsible for assisting other Sales support staff with their CSR requests when needed
- First Level Escalation for CSR requests
CSR Team SME
West Contact Services/Alorica
04.2016 - 08.2017
- Responsible for requesting and verifying Customer Service Records (CSR) used in porting telephone numbers from various carriers
- Responsible for answering queries and verifying requirements for CSR requests before they are made
- Responsible for escalating to the corresponding LEC’s when standard SLA is not met
- Responsible for coordinating with “on-shore” SME’s when needed to resolve internal and external CSR issues
- Responsible for handling large, multi-site customer requests
- Responsible for assisting other Sales support staff with their CSR requests when needed
- First Level Escalation for CSR requests
Voice and Data Services Manager (back office)
West Contact Services/Alorica
05.2015 - 04.2016
- Responsible for verifying client specifications for orders submitted
- Responsible for coordinating with sales regarding issues that may hinder order completion and suggests alternative options to complete orders
- Responsible for preparing initial circuit design according to client specifications
- Responsible for answering and sending out emails related to the customers ordered circuit
- Responsible for submitting the order to the order manager for provisioning and completion
BNE Tech
IVUE (Activetions)
02.2014 - 03.2015
- Responsible for Test and Turn up of Customer circuit
- Responsible for pre-testing customer circuit prior to activation
- Responsible for testing Layer 1 & 2 connectivity with customer prior to activation
- Responsible for troubleshooting and dispatching field techs when necessary if issues arise during activation of customer circuit
ACD BNE Tech
02.2014 - 10.2014
- Responsible for coordinating and troubleshooting with third party providers (LEC) in getting the customer circuit connected and delivered
- Responsible for testing Layer 1 & 2 connectivity once circuit is delivered
- Responsible for dispatching field techs when need arises
Customer Service Representative (back office)
Sykes Asia Inc.
04.2013 - 03.2014
- Responsible for provisioning orders for internet connections of the client
- Responsible for designing network infrastructure of client’s internet connections
- Responsible for coordinating with third party vendors needed for the completion of the customers circuit
- Responsible for answering and sending out emails related to the customers ordered circuit
Technical Support Senior Assistant
DELL International Services Philippines, inc.
04.2007 - 01.2008
- Responsible for providing customers with over the phone technical support regarding desktop/portable hardware, software, and installation problems
- Facilitates sale of computer spare parts that the customer might need when his/her system is no longer under warranty or is in need of an upgrade
Systems Administrator
DALTA Medical Transcriptions Inc.
03.2006 - 04.2007
- Responsible for the installation and maintenance of all servers (MS server 2003, MS ISA server)
- Responsible for maintaining company website (www.daltatranscriptions.com)
- Responsible for the planning, maintenance and expansion of wireless and wired LAN
- Responsible for network security and maintenance
- Responsible for installation and upgrade of anti-virus software
- Assists staff with problems regarding software and operating system
- Gives recommendations regarding all software and computer hardware purchases
- Acts as front line technical support for international clients
- Responsible for planning and implementation of all IT infrastructure projects
Systems Administrator
St. Benedict College (San Beda Alabang)
09.1998 - 08.2004
- Responsible for the maintenance of 600+ computer units
- Responsible for the planning, maintenance and expansion of high speed LAN
- Responsible for installation and maintenance of E-mail (MS Exchange 2000), firewall (MS ISA Server), web and all transaction and database servers
- Responsible for network integrity and security from internal and external intrusions
- Responsible for keeping servers, workstations and network virus free
- Assists staff with problems regarding software and operating systems
- Gives recommendations regarding software and computer hardware purchases and upgrades
- Responsible for planning and implementation of all IT infrastructure projects
Computer Lab Assistant / Technical Support Staff
University of Perpetual Help Rizal
01.1997 - 12.1998
- Assists students in research and surfing the internet
- Diagnoses, Repairs and maintains computer units in the various computer laboratories and offices
Education
Computer Software Technology -
I.B.M. Peralta
Las PiñasComputer Technician -
AMA Computer Learning Center
MuntinlupaSecondary -
Maria Montessori Foundation Inc.
MuntinlupaPrimary -
Maria Montessori Cooperative School
Pasay CityBS Business Administration - Major in Computer Management
University of Perpetual Help Rizal
Las Piñas08.2004
Skills
- Systems administration
- Network administration
- Microsoft Windows
- Windows NT Server
- Windows 2000 Server
- Windows Server 2003
- Windows 31
- Windows 95
- Windows 98
- Windows ME
- Windows NT
- Windows XP
- Windows Vista
- Microsoft Exchange 55
- Microsoft Exchange 2000
- Microsoft ISA server
- Networking
- Wired networks
- Cat 5 UTP
- Fiber optic
- 3com switches
- D-Link switches
- Wireless networks
- 80211g
- Technical support
- Customer service
- Project scheduling
- Scope management
- Business analysis
- Requirements gathering
- Meeting facilitation
- Planning and scheduling
- Team collaboration
- Project planning and development
- Verbal and written communication
- Project tracking
- Relationship building
- Customer relations
- Advanced problem solving
- Task prioritization
- Stakeholder communications
- Coaching and mentoring
- Work flow planning
- Client relations
- Deliverable tracking
- Staff management
- Strategic planning
- Schedule management
- Agile methodology
- Project management
- Project scope analysis
- Conflict management
- Project scope
- Risk management
- Project planning
- Root-cause analysis
- Software development lifecycle
- Progress reporting
Skills Summary
6, Experience in systems/network administration using Microsoft Windows, including Windows NT Server, Windows 2000 Server, Windows Server 2003, and various Windows operating systems. Experience in installing and managing Microsoft Exchange and ISA server, as well as networking with wired and some wireless networks., 8, Experience in the BPO industry working as technical support for desktop, laptop, and server systems, as well as customer service and technical support for various telecommunication accounts.
Personal Information
- Place of Birth: Cagayan de Oro
- Citizenship: Filipino
- Date of Birth: 12/02/71
- Gender: Male
- Marital Status: Married
- Religion: Catholic
Timeline
Professional Services Project Manager
Ring Central
02.2022 - Current
Jira and IX Administrator
IBM Business Services
04.2021 - 01.2022
Porting Prep Team SME (back office)
IBM Business Services
03.2018 - 03.2021
CSR Team SME (back office)
IBM Business Services
08.2017 - 03.2018
CSR Team SME
West Contact Services/Alorica
04.2016 - 08.2017
Voice and Data Services Manager (back office)
West Contact Services/Alorica
05.2015 - 04.2016
BNE Tech
IVUE (Activetions)
02.2014 - 03.2015
ACD BNE Tech
02.2014 - 10.2014
Customer Service Representative (back office)
Sykes Asia Inc.
04.2013 - 03.2014
Technical Support Senior Assistant
DELL International Services Philippines, inc.
04.2007 - 01.2008
Systems Administrator
DALTA Medical Transcriptions Inc.
03.2006 - 04.2007
Systems Administrator
St. Benedict College (San Beda Alabang)
09.1998 - 08.2004
Computer Lab Assistant / Technical Support Staff
University of Perpetual Help Rizal
01.1997 - 12.1998
Computer Software Technology -
I.B.M. Peralta
Computer Technician -
AMA Computer Learning Center
Secondary -
Maria Montessori Foundation Inc.
Primary -
Maria Montessori Cooperative School
BS Business Administration - Major in Computer Management
University of Perpetual Help Rizal
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