Juan Nappier Andres
ITIL4- ITSM
CITY OF ANTIPOLO,Rizal
Summary
I have a strong background in IT service management and project management. My experience aligns well with the responsibilities outlined in the job description. I ensure services are delivered on time and meet quality standards. I manage client relationships and oversee operational compliance. I focus on continuous improvement and have a proven track record in incident and problem resolution. I hold ITIL certifications and have led teams in various service delivery environments. My skills in operational risk management and knowledge management further support my ability to deliver precise services. I am excited about the opportunity to contribute to your team. Thank you for considering my application.
Overview
21
21
years of professional experience
15
15
Years of IT Service Management
Work History
Service Delivery Manager
Fujitsu - Weserv Systems International
BGC, Taguig City, METRO MANILA
05.2022 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Primary point of contact for all day-to-day matters relating to the services and strategy alignment
- Ensures account delivery teams understand and align service delivery to Key Customer objectives (e.g., Continuous Improvement, Supplier Operational process leadership with cross organization view)
- Ensures that Supplier satisfies Client's business requirements and business objectives with respect to the Services and Agreement
- Ensure Management, operational and transformation related requirements, roles and responsibilities and services solutions (e.g., People, Process, Technology) as defined in the statements of works and ITIL4 process as defined in the statements of work are delivered as described.
- Establish and execute the account management disciples. Supplier business management processes, and associated reporting.
- Ensure prompt identification and resolution of Service Delivery issues
Global IT Service Desk Manager ITIL V4
INCHCAPE DDC PHILIPPINES INC
Pasig City
10.2021 - 05.2022
- Managing Global IT Service Desk in multiple regions
- Oversee 100% of the requests, incidents, and problems
- Act as an escalation point for all requests and incidents
- Develop and mature phone/ticket escalation process to ensure free-flowing escalation and information within the organization
- Interview and Hire Service Desk Engineers for operations
- Determine the root cause of issues and communicate appropriately to internal and external stakeholders
- Train, coach, and mentor Service desk engineers including career development
- Schedule employees' working times and provide backup support
- Provide data and reporting of KPIs and trends to the IT department and others ad-hoc, weekly, monthly, and as needed
- Develop Service and Business Level Agreements to set expectations and measure performance
- Manage processes for communicating outage/emergency activities to the organization
- PO review and approval/budgeting responsibility
- Review survey feedback to improve services, tools, and support experience
- Keep confidential all applicant, client, and verification and company proprietary information
SERVICE KNOWLEDGE MANAGER, ITIL V4
VERTERE GLOBAL SOLUTIONS, INC.
Makati
03.2021 - 10.2021
- Process improvement and documentation experience
- Consulting: gather information by applying approaches or styles applicable to the situation
- Analysis: the ability to break down high-level requirements into more detail by questioning and probing for clarification
- Working knowledge of the ITIL Service Management processes
- Manages KM efforts approximately 100+ Knowledge articles to be included in the KM database
- Looks across KM processes to capture tacit and explicit knowledge
- Balances technology, information, processes, and individual and organizational learning within a culture of shared values
- Creates ways to maintain a sustainable competitive advantage
- Lead/contribute to developing a knowledge management strategy and associated implementation plan
- Contribute to the development and ongoing maintenance of the knowledge management system(s)
- Create an approach for guiding ongoing analyses needed to address observed KM gaps and for identifying opportunities for innovation, process, procedure, and policymaking/adjustments
- Oversee capacity building and support for internal knowledge acquisition, management, and sharing; ensure relevant communities of practice are developed and strengthened
- Support the development of staff, consultants, and key partners in all aspects of knowledge management
SERVICE DELIVERY MANAGER, ITIL V4
YONDU, INC.
BGC-Taguig
04.2020 - 03.2021
- Overall lead of Level 2 support for Systems and Infrastructure at Globe Telecom
- Leads Level 2 Application Support team for multiple in-house and third-party software platforms
- Leads Level 2 Infrastructure Support team covering a multi-cloud environment, both on-premise, AWS, Google Cloud, Azure
- Overall service quality and performance of internet-based services at scale
- Streamlined operations and prioritizes task, allowing senior staff to increase revenue by 25%
- Orchestrate 100+ incident and problem resolution for escalated issues
- Proposes and executes continuous service improvement initiatives
- Capacity management and service availability of the systems
- Other operations-based ITIL and DevOps activities
Process Transition Manager, ITIL V3
MDI -Novare Philippines
BGC-Taguig
05.2019 - 04.2020
- Work with technical experts and business teams to transition new services and solutions and create and support optimal client solutions, acting as liaison between technical and non-technical counterparts
- Lead the Managed Services element of on-boarding of new customers
- Liaise with our Professional Services and Digital Planet teams for onboarding of new projects
- Transition any new services we may launch into production
- Act as a Gatekeeper to ensure the quality, documentation, and training (Where necessary) of all transitions meet requirements
- Identify improvement opportunities in internal processes
- Monitor technical documentation and maintain a clear focus on enhancing knowledge management
- Maintain and Optimizes 100+ technical documents and processes for each of the projects involved
- Meet customers at regular intervals and build strong and positive relationships with them, becoming a trusted advisor for their technical queries
- Analyses customers' support requirements and identifies areas where the company can offer enhanced service or introduce support cost efficiencies
- Manage ongoing technical reports to customers
- Liaise with the sales team when developing new proposals
Assistant IT Manager, ITIL V3
STERLING GLOBAL CALL CENTER
Ortigas Center, Pasig City
01.2019 - 05.2019
- Work with technical experts and business teams to transition new services and solutions and create and support optimal client solutions, acting as liaison between technical and non-technical counterparts with client Jollibee Food Corp
- Lead the Managed Services element of onboarding of new employees
- Liaise with our Professional Services and Digital Planet teams for onboarding of new projects
- Transition 100+ new services we may launch into production
- Act as a Gatekeeper to ensure the quality, documentation, and training (Where necessary) of all transitions meet requirements
- Identify improvement opportunities in internal processes
- Monitor technical documentation and maintain a clear focus on enhancing knowledge management
- Meet customers at regular intervals and build strong and positive relationships with them, becoming a trusted advisor for their technical queries
- Analyses customers' support requirements and identifies areas where the company can offer enhanced service or introduce support cost efficiencies
IT-ServiceDesk Lead/OIC, Service Delivery Manager, ITIL V3
PROV INTL - ZUMTOBEL LIGHT COMPANY
Makati City
01.2015 - 12.2018
- Team Leader / OIC, Service Delivery Manager
- Handling User complaints /Escalations
- Interview and Selection for New ServiceDesk
- Client-facing and reporting directly to the client daily for Continuous Improvement of Processes
- SLA monitoring and Analysis for Continuous Improvement
- Manages Company's social media
- Manage Application and System Specialists who resolve system alerts and service requests for enterprise software and issues submitted by Customer Support or generated from monitoring systems
- Supporting OFFICE365 support
- Cloud computing support
- Cisco Meraki Network Monitoring
- SolarWinds Network Monitoring
- MI/PMI daily monitoring
- Coordinate the communication of issue status with Service desk team members - managing expectations to ensure customer satisfaction with its Application services
- Manage and prioritize issue and request queues
- Thoroughly document all research/conversations utilizing a service and incident tracking system
- Ensures that requests and incidents are appropriately logged, researched, and accurately resolved promptly, meeting and exceeding service level expectations
- Ensures proper escalation occurs for unresolved issues to ensure the customer remains satisfied
- Coach and review team members concerning adequate performance of their duties, adherence to policies and procedures, and with regards to their professional development
- Develop and maintain effective relationships with cross-functional teams
- Develop and maintain in-depth knowledge of IT Service desk services to support customers
- Gain and maintain current knowledge of ITIL V3 Foundation
- Assist and support the Service Operation Center Director as assigned
- Mentoring, coaching, training, application, and system specialists to develop new skills and encourage career path and personal development
- Assist in troubleshooting technical issues and use those opportunities to coach the team further
Education
Bachelor of Science - Electronics Communication Engineering
AMA Computer University
Makati City, PH 10.1996 - 04.2003
Skills
ITIL4 certified
CyberSecurity
Project Management
Cloud computing
IT Service Delivery Management
Customer service management
Operational efficiency
Critical thinking
Staff training and development
Staff management
Timeline
Service Delivery Manager
Fujitsu - Weserv Systems International
05.2022 - Current
Global IT Service Desk Manager ITIL V4
INCHCAPE DDC PHILIPPINES INC
10.2021 - 05.2022
SERVICE KNOWLEDGE MANAGER, ITIL V4
VERTERE GLOBAL SOLUTIONS, INC.
03.2021 - 10.2021
SERVICE DELIVERY MANAGER, ITIL V4
YONDU, INC.
04.2020 - 03.2021
Process Transition Manager, ITIL V3
MDI -Novare Philippines
05.2019 - 04.2020
Assistant IT Manager, ITIL V3
STERLING GLOBAL CALL CENTER
01.2019 - 05.2019
IT-ServiceDesk Lead/OIC, Service Delivery Manager, ITIL V3
PROV INTL - ZUMTOBEL LIGHT COMPANY
01.2015 - 12.2018
Bachelor of Science - Electronics Communication Engineering
AMA Computer University
10.1996 - 04.2003