JULIEN DUMELOD VALENCIA

• Promoted to IT Project Management Officer from IT Project Management Specialist
• Lead and manage cross-functional project teams to deliver projects within the agreed scope, timeline, and budget
• Develop and implement project management methodologies and best practices
• Oversee project portfolio management and resource allocation
• Liaise with senior management to provide strategic project direction and status updates
• Ensure project compliance with company policies and regulatory requirements
• Mentor and support junior project managers and team members

Key Projects:|

Max's Mobile Application
Role: IT PMO
A key e-commerce project aimed at enhancing the customer experience and driving additional revenue streams for the company. Responsible for overseeing the project’s progress, ensuring alignment with business objectives, and coordinating across departments for successful delivery.

POS 2.0 (Point of Sale System)
Role: PMO
Led the development and implementation of an upgraded Point of Sale (POS) system, focusing on improving transaction efficiency and customer service capabilities. Managed timelines, resources, and risks to ensure seamless deployment across all store locations.

Function and Events Online Booking
Role: PMO
Managed the development and rollout of an online booking system for Max’s restaurants, enhancing the customer experience and streamlining event reservations. Oversaw all aspects of the project, including timelines, vendor coordination, and system integration.

IT Infrastructure Project
Role: IT PMO
Spearheaded the IT infrastructure upgrade project, focusing on improving system performance, scalability, and security. Worked with technical teams to assess and implement necessary changes to support business growth and innovation.

Restaurant System and Quality Management
Role: Project Manager
Managed the implementation of a comprehensive restaurant management system that enhanced operational efficiency and quality control processes. Coordinated cross-functional teams to ensure timely and on-budget project delivery.

Loyalty Programs (Max's, Yellow Cab, Krispy Kreme)
Role: Project Manager
Led the deployment of loyalty programs for multiple brands (Max's, Yellow Cab, Krispy Kreme) aimed at boosting customer retention and enhancing brand loyalty. Managed all project phases from planning and development to launch and ongoing support.

Ticketing System for Max’s
Role: PMO
Oversaw the design and implementation of a new ticketing system for Max’s restaurants, streamlining customer service processes and improving the overall dining experience. Managed project scope, resources, and milestones to ensure successful completion.

• Monitored and maintained an organization's computer systems and networks
• Updated company website using CMS
• Diagnosed any hardware or software faults with these systems and solve the issues
• Installed and configured computer systems, diagnosing hardware/software faults and solving technical problems
• Worked with software or equipment suppliers providing after-sales support or companies that specialize in providing IT maintenance and support
• Worked with employees to identify computer problems and advising on the solution
• Logged and kept records of employee queries
• Analyzed call logs so you can spot common trends and underlying problems, testing and fixing faulty equipment

Resolved 95% of technical issues within the first contact, improving customer satisfaction and reducing repeat inquiries.
Streamlined troubleshooting processes that reduced average resolution time by 20%, ensuring quicker service and enhanced customer experience.
Maintained 100% uptime for customer systems during critical support periods by providing prompt solutions and preventative maintenance.
Trained 15+ new hires on technical troubleshooting procedures, helping improve team efficiency and consistency in resolving customer issues.
Achieved top performer status in monthly performance reviews, consistently exceeding KPIs for issue resolution and customer feedback.

Addressed user tickets regarding hardware, software and networking

• Walked users through installing applications and computer peripherals
• Asked targeted questions to diagnose problems
• Installed and configured computer systems, diagnosed hardware/software faults and solved technical problems
• Improved system performance by 40% by identifying and resolving hardware and software issues across a fleet of 150+ desktop systems.
  Reduced ticket backlog by 50% by streamlining the issue prioritization and resolution process, leading to faster support turnaround.
  Achieved a 99% resolution rate for technical support issues on the first call, enhancing overall service efficiency and user productivity.
  Reduced IT support costs by 20% through implementing automation tools for routine system maintenance and troubleshooting tasks.
  Led a desktop refresh initiative, successfully upgrading 100+ desktops within a tight timeline, ensuring improved performance and security.

• Performed advanced software repair and installations on customer computers by troubleshooting via remote service tools
• Escalated unresolved problems to the appropriate area
• Performed special assignments as required
• Performed daily and weekly administrative tasks as required
• Worked effectively in a team environment and help others where needed
• Maintained high level of delivery in order to meet SLAs
• Supported over 200 remote users across multiple regions, maintaining a 98% customer satisfaction rate by resolving technical issues promptly.
  Reduced support ticket resolution time by 25% by implementing remote troubleshooting tools and best practices.
  Achieved a 99.5% uptime for remote desktop environments by proactively monitoring and addressing system issues before they impacted users.
  Successfully deployed remote access solutions for 150+ employees during a company-wide transition to remote work, ensuring seamless operations.
  Trained and assisted 50+ employees on using remote desktop software and troubleshooting common issues, enhancing user autonomy and reducing support requests.