Lawrence Almario
Meycauayan, Province of Bulacan
Summary
Accomplished Incident Management Lead with a proven track record at TaskUs Inc, enhancing service quality and exceeding Service Level Agreements. Expert in Incident Response Planning and fostering Team Collaboration, I significantly improved the team response and performance. My approach combines analytical thinking with effective communication, driving process improvements and team skill enhancement.
Overview
19
19
years of professional experience
Work History
Incident Management Lead
TaskUs Inc
04.2021 - Current
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Ensured compliance with regulatory requirements by maintaining accurate records of all incidents and their resolutions.
- Collaborated with IT teams to implement solutions that minimized system downtime and improved overall network stability.
- Trained new team members on incident management procedures, ensuring consistent application of best practices across the organization.
- Proactively conducted post-incident reviews, identifying areas for process improvement and sharing lessons learned across the organization.
- Streamlined incident response processes by developing and implementing effective incident management protocols.
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
Technical Support Representative
Concentrix
10.2019 - 03.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Systems Engineer
Trend Micro
12.2008 - 09.2019
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Completed software updates and assessed security patches for optimized computer use.
- Evaluated new tools and technologies for possible integration into existing infrastructure environments.
- Analyzed system requirements, developing tailored solutions that met or exceeded client expectations.
- Maintained up-to-date knowledge of emerging technologies, incorporating innovative solutions into existing systems when appropriate.
- Contributed towards continuous improvement initiatives aimed at streamlining internal processes and enhancing overall service delivery quality.
- Trained team members on new technologies and best practices, elevating overall skill set of department.
Customer Service Representative
West Contact Services Inc
08.2005 - 07.2007
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
University of Santo Tomas
Manila, Metro Manila, PhilippinesSkills
- Incident Response Planning
- Training and Awareness
- Malware Analysis
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Multitasking
- Team Collaboration
- Effective Communication
- Analytical Thinking
Timeline
Incident Management Lead
TaskUs Inc
04.2021 - Current
Technical Support Representative
Concentrix
10.2019 - 03.2021
Systems Engineer
Trend Micro
12.2008 - 09.2019
Customer Service Representative
West Contact Services Inc
08.2005 - 07.2007
Bachelor of Science - Electrical, Electronics And Communications Engineering
University of Santo Tomas
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