Darryl Mill Digal
IT Business Analyst
Lapu-Lapu City
Summary
Dynamic Analyst committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
IT Business System Analyst
Lexmark
Cebu City
04.2023 - Current
- Organized system operating procedures to strengthen controls.
- Identified needed business improvements and determined appropriate systems required to implement solutions.
- Helped deploy system enhancements to improve field operations.
- Enhanced and reconstructed computer systems to increase efficiency.
- Coordinated data migration and consolidation efforts.
- Improved systems with addition of new features and infrastructure.
- Collected, defined and analyzed business requirements.
- Tracked feedback at all levels and researched resolutions for common concerns.
- Educated stakeholders on data protection tactics to reduce breaches.
- Consolidated business rules for system enhancements.
- Assessed business requirements to create focused solutions.
- Trained business personnel in use of systems.
- Developed diagrams to describe and lay out logical operational steps.
- Researched and adopted new technologies to add value to existing offerings.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Presented business leaders with ROI estimations to drive project planning.
- Created and maintained standard operating procedures governing system functions and features.
- Gathered, reviewed and reported on findings.
- Installed system updates to address vulnerabilities and reduce security issues.
- Enhanced interfaces to promote better functionality for users.
Central Site Operations Specialist
Lexmark
Cebu City
04.2020 - 04.2023
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Monitored industry trends to adapt strategies accordingly.
- Developed and implemented systems to track customer feedback and satisfaction.
- Built and managed relationships with key clients and partners to drive growth.
- Observed packing operations to verify conformance to specifications.
- Maintained database systems to track and analyze operational data.
- Devised and implemented processes and procedures to streamline operations.
- Created and managed project plans, timelines and budgets.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Generated reports detailing findings and recommendations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Responsible to execute exceptional service delivery to attain 100% customer retention.
- Managed/collaborated to suppliers and partners in delivery of service as required.
- Devised and implemented strategies to optimize digital marketing campaigns.
- Created and delivered presentations to internal and external stakeholders to showcase work.
Asset Management Specialist
Lexmark
Cebu City
06.2015 - 04.2020
- Generated timely and accurate billing details for customer invoice
- Met performance excellence requirements, supported voice of customer solicitations and followed up on continuous improvement initiatives.
- Built professional relationships and cultivated deep knowledge within government and customer asset management communities.
- Evaluated transactions and reporting for adherence to applicable regulatory guidelines and data integrity.
- Created key performance indicators to measure and assess investment performance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Gained extensive knowledge in data entry, analysis and reporting.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated leadership skills in managing projects from concept to completion.
- Resolved problems, improved operations and provided exceptional service.
Workforce Management Specialist
Convergys
Cebu City
08.2011 - 03.2015
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Provided training on dashboard and package development to team members and management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Administered employee benefits programs and assisted with open enrollment.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Developed and implemented onboarding and orientation programs for new employees.
- Created and delivered HR training sessions to staff, managers and executives.
Customer Service Representative
Eperformax
Cebu City
03.2008 - 08.2011
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Cebu Institute of Technology - University
Cebu City, Philippines 06.2002 - 10.2007
Skills
Solution testing and implementation
Production support
Agile expertise
Research and analysis
Data Management
Project Management
Email Management
Time Management
Photo/Video Editing
Data migration
Personnel training
Requirements gathering
Documentation abilities
Technologically-savvy
Report preparation
Technical Analysis
Cultural Awareness
Planning and Coordination
Written Communication
Google Workspace
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
IT Business System Analyst
Lexmark
04.2023 - Current
Central Site Operations Specialist
Lexmark
04.2020 - 04.2023
Asset Management Specialist
Lexmark
06.2015 - 04.2020
Workforce Management Specialist
Convergys
08.2011 - 03.2015
Customer Service Representative
Eperformax
03.2008 - 08.2011
Bachelor of Science - Electrical, Electronics And Communications Engineering
Cebu Institute of Technology - University
06.2002 - 10.2007