Summary
Overview
Work History
Education
Skills
Certification
AWARDS & CERTIFICATIONS
Timeline
Generic
Marlon Franco

Marlon Franco

Applications Development Technical Team Leader
Taguig

Summary

Seasoned Team Leader and Web Developer with 15+ years’ experience delivering CMS-driven websites and leading technical support teams. Expert in Contentful, Drupal, HTML/CSS and SEO; proven track record of leading teams (up to 12), improving site availability, and delivering projects on time to increase client satisfaction.

Overview

2
2
Languages
19
19
Certifications
19
19
years of professional experience

Work History

Applications Development Technical Team Leader

TELUS International
03.2023 - Current
  • Team lead position supporting Telus Digital Content Managers
  • Oversaw web development queue, ensuring timely assignment and delivery of new website projects.
  • Manage and lead the web development team, providing guidance, support, and motivation.
  • Assign ad-hoc tasks to web developers and monitor their performance and delivery.
  • Conducted regular team meetings to discuss project status, address issues, and align on project goals.
  • Liaise with SEO, content, and customer experience teams to ensure seamless project integration and delivery.
  • Stay up-to-date with the latest web development technologies and industry trends.
  • Identified process improvement opportunities and implemented best practices to enhance efficiency.
  • Provide training and development opportunities for the web development team.

Intermediate Web Developer

TELUS International Phils.
03.2014 - 03.2023
  • Job Description
  • Web development / CMS (Contentful) plus 5 years relative experience. Requires minimal guidance and supervision
  • Officer level position supporting Telus Digital Content Managers
  • The primary responsibility is to respond to and resolve client problems and requests and to ensure a high level of Telus websites’ availability and client satisfaction
  • Required to effectively assist/mentor content managers and web developer analysts (in a lead role).
  • Operates effectively as an individual/team for quick turnaround of enhancements and fixes of Telus.com website.
  • Maintains telus.com, e-commerce pages, and legacy sites using Contentful, Documentum, and Drupal
  • Coordinate with the SEO team regarding the implementation SEO strategies in support pages creation.
  • Work closely with Telus Digital (digital marketing team) regarding the design, layout, changes to the website, emails, brochures, and other marketing materials.
  • Work closely with our stakeholders in processing multiple requests in a timely manner.
  • Highlights
  • Pivotal in the start-up of the Web developer account, acted as the Lead and operations liaison during the first phases of training, operation and team deployment.
  • Received honourable acknowledgement from our on-shore manager for invaluable contributions in the start up of the Web development program and its success during the first phase of operations.
  • Has improved technical writing experience and plays an integral part in process documentation and implementation
  • Sent to Canada for on-shore training and 3 months work on the Web development project.
  • Successfully aided, established and implemented initial operations of Telus Web Development.
  • Created with Jobstreet Profile

Helpdesk / Subject Matter Expert (Lead)

TATA Consultancy Services (Philippines) Inc.
03.2013 - 03.2014
  • Job Description
  • The Service Desk functions as a Single Point of Contact (SPOC) to provide users with the help they need to restore their service as quickly as possible with a minimum amount of disruption and downtime. The SPOC model is important as it is designed to save users time when they are needing to resolve their technology issues. Service Desk services include:
  • Manages a team of W@H SMEs (12 team members).
  • Provides coaching feedback, training, submit timesheets (payroll)
  • Provides hardware/software support for Express Scripts Work At Home Users consumers
  • User account Management, Modem / Router Configuration, Edge Device troubleshooting and configuration
  • Provides accessible, timely, effective, efficient and professional quality service to resolve problems and improve customer satisfaction
  • Prompt response to queries via phone/voicemail/email
  • Accurate assessment/ resolution of problems; provide first level support to troubleshoot and solve technical problems.
  • Regular updates for follow up actions and incident status; escalation of problems to the second level when required
  • Work with Team Manager to feedback and/or improve processes
  • Highlights
  • Sent to Gurgaon, India to train TCS India Service Desks.
  • One of the key personnel responsible for the creation of TCS Helpdesk’s documentation and the engagement of L2 (Work at Home) Support team.
  • Promoted to a Lead role and pioneered the Work at Home (L2) support with several of the best SPOC analysts.
  • Created with Jobstreet Profile

Helpdesk Analyst

Telus
07.2007 - 07.2013
  • ITIL aligned Incident, Problem and Request Management process maturity
  • Receiving Incidents, Requests, How-to calls and password reset requests via e-mail, telephone and internet
  • Recording incidents in central tracking system
  • Classification and initial support
  • Investigation and diagnosis
  • Resolution and recovery
  • Incident closure
  • Incident ownership, monitoring, tracking and communication
  • Proactive elimination of repeat problems
  • Created with Jobstreet Profile

Education

Masters of Information System -

University of The Philippines (Open University)
Philippines

Bachelors of Science - Information Technology

Fisher Valley College
01-2005

Skills

  • HTML
  • CSS
  • JavaScript
  • Contentful
  • Drupal
  • Project management
  • Team leadership

Certification

Microsoft Certified Professional

AWARDS & CERTIFICATIONS

Six Sigma Yellow Belter and practitioner, Telus - July 2012, Service Milestone Award, Telus - March 2014, Outstanding Dedication and Commitment, Telus - September 2015

Timeline

Applications Development Technical Team Leader

TELUS International
03.2023 - Current

Intermediate Web Developer

TELUS International Phils.
03.2014 - 03.2023

Helpdesk / Subject Matter Expert (Lead)

TATA Consultancy Services (Philippines) Inc.
03.2013 - 03.2014

Helpdesk Analyst

Telus
07.2007 - 07.2013

Masters of Information System -

University of The Philippines (Open University)

Bachelors of Science - Information Technology

Fisher Valley College

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Marlon FrancoApplications Development Technical Team Leader