Josh Lofranco
Caloocan City
Summary
Experienced Service Delivery Manager with a dedication to evaluating client requirements and developing strategies for business growth. Proven track record of making informed decisions and guiding team members to achieve project objectives. Recognized for building strong client relationships and delivering exceptional service. Committed to leveraging my skills and expertise to enhance the company's success and overcome challenges.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Service Delivery Manager
Metro CSG
New York
4 2021 - 6 2024
- Oversee and optimize IT service delivery processes to meet business objectives and SLAs
- Manage and coordinate IT support teams, including helpdesk and on-site technicians
- Develop and implement IT service strategies, policies, and procedures
- Monitor and report on key performance indicators (KPIs) for IT services
- Lead incident management and problem resolution for critical IT issues
- Collaborate with stakeholders to understand business needs and align IT services
- Manage vendor relationships and outsourced IT service contracts
- Drive continuous improvement initiatives for IT service quality and efficiency
- Conduct regular service reviews and implement changes based on feedback
- Manage IT service budgets and resource allocation.
Project Manager
Metro CSG
New York
04.2021 - 06.2024
- Lead and manage cloud migration and implementation projects for clients
- Develop detailed project plans, timelines, and resource allocations for cloud initiatives
- Coordinate cross-functional teams including cloud architects, engineers, and support staff
- Manage project scope, budget, and schedules to ensure timely delivery of cloud solutions
- Assess and mitigate project risks related to cloud deployments and service transitions
- Liaise between clients, stakeholders, and technical teams to ensure clear communication
- Oversee the design and implementation of cloud-based solutions (e.g., IaaS, PaaS, SaaS)
- Ensure compliance with cloud security standards and data protection regulations
- Manage vendor relationships with major cloud providers (e.g., AWS, Azure, Google Cloud)
- Conduct regular project status meetings and provide updates to key stakeholders
- Implement and maintain project management methodologies (e.g., Agile, Scrum) for cloud projects
- Oversee the creation and maintenance of project documentation and technical specifications
- Manage change requests and scope adjustments throughout the project lifecycle.
Web Consultant
Endurance-Concentrix
Cubao
07.2018 - 12.2020
- Consult business owners with their online business
- This includes Website Builder, Wordpress, Virtual Private Servers, Dedicated Servers, SSL Certificates, Website Security, Email Hosting, Shared Hosting, SEO, Domain Purchase, Domain Auctions, Professional Web Design Service
- Troubleshoot online products: DNS record configuration, email hosting, email set-up, website builder configuration/setup, Shared hosting (Linux with cPanel and Managed Wordpress), Search Engine Visibility.
Web Consultant (Chat Support)
GoDaddy-Sutherland Global Services
Mandaluyong
06.2017 - 06.2018
- Consult business owners with their online business
- This includes Website Builder, Virtual Private Servers, Dedicated Servers, SSL Certificates, Website Security, Email Hosting, Shared Hosting, SEO, Domain Purchase, Domain Auctions, Professional Web Design Service
- Troubleshoot online products: DNS record configuration, email hosting, email set-up, website builder configuration/setup, Shared hosting (Linux with cPanel and Managed Wordpress), Search Engine Visibility.
IT Operator
The D Las Vegas
Las Vegas
11.2016 - 03.2018
- Analyze I.T troubleshooting scenarios: Answer Internal calls for PC Software/hardware related issues
- Maintain LMS/AS400 Management System
- Deploy/Upgrade Workstations
- Re-image workstations
- Maintain Cisco Servers/Switches
- Troubleshoot POS systems (Agylysis/Skywire)
- Setup Conference/meetings (hardware)
- Set up events/concerts-Manage Fiver,cables, wireless connectivity within and outside of casino property
- Constant innovating/updating systems security in or to improve casino property management network.
IT Analyst
CBRE-Contract under Robert Half Technologies
Dallas
02.2016 - 10.2016
- Analyze I.T troubleshooting scenarios: Microsoft Office, Windows OS, Mac OS, Browser related issues
- Citrix
- VM Sphere Virtual Desktop
- Oracle
- Adobe Suit
- Mcafee Endpoint Encryption
- Mobile software (Android/Iphone)
- Windows Active Directory (create NTE Logins, troubleshoot accounts, password reset.)
- BOMGAR Remote desktop software-for remoting in to devices to further troubleshoot/resolve scenario.
Virtual Technician Support
Frontier Telecommunications
Rochester
06.2011 - 02.2015
- Troubleshooting networking aspects
- Modem troubleshooting, email troubleshooting, remote session virus removal/pc tune ups
- Windows/Mac troubleshooting
- We used portal, which is a database to keep notes in, dpi which is our billing systems, we supported DSL and PTS (Premium Technical Support) customers, that includes printer setup malware removal, office support, port forwarding and other beyond our job scope for PTS
- Log me in Hamachi
- TDSS Killer
- MalwareBytes
- Revo Uninstaller.
Education
Bachelor of Science - Information Tecnology
INFORMATICS INTERNATIONAL COLLEGE
North Edsa, Quezon City, Philippines 06.2008 - 05.2011
Skills
Fluent in English (native speaker)
Service Level Agreement Management
Client Relationship Management
Performance Improvement
Customer Satisfaction
Risk Mitigation
Operations Support
Staff Management
Cross-Functional Teamwork
Verbal and written communication
Product Management
Incident Response Management
Patch management
Project Management
Project Planning
Certification
MS-900
Timeline
AZ-900
01-2024
MS-900
09-2023
Project Manager
Metro CSG
04.2021 - 06.2024
Web Consultant
Endurance-Concentrix
07.2018 - 12.2020
Web Consultant (Chat Support)
GoDaddy-Sutherland Global Services
06.2017 - 06.2018
IT Operator
The D Las Vegas
11.2016 - 03.2018
IT Analyst
CBRE-Contract under Robert Half Technologies
02.2016 - 10.2016
Virtual Technician Support
Frontier Telecommunications
06.2011 - 02.2015
Bachelor of Science - Information Tecnology
INFORMATICS INTERNATIONAL COLLEGE
06.2008 - 05.2011
Service Delivery Manager
Metro CSG
4 2021 - 6 2024
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