Ramon Mallari Jr.

• Operations Manager and process owner of Service Request Management, Major Incident management, Knowledge Management and Problem management team for two clients.
• Analyzed and reported on key performance metrics to senior management.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Interacted well with customers to build connections and nurture relationships.
• Developed and maintained relationships with external vendors and suppliers.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
• Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
• Gained strong leadership skills by managing projects from start to finish.

Major Responsibilities:

• Managing the day-to-day operations of the department consisting of 25 Level 2 engineers and 10 Level 3 engineers.

• Accountable in achieving target SLA

• Creating and improving Knowledge articles and work instructions.

• Attend weekly client meetings

Other Responsibilities:

• Employee engagement

• Access Management

• Team Schedule

Specialization:

• Active Directory

• Azure

• VPN

• Sharepoint

• Shared Drive

• O365

• Software and Hardware issues

• Mobile Device Management (Intune)

• Leveraged ITIL best practices in daily operations to align service desk processes with organizational goals.
• Optimized resource allocation by analyzing workload trends and adjusting staffing levels accordingly.
• Configured hardware, devices, and software to set up work stations for employees.
• Manage a team of 15 or more Service Desk Analysts to be able to achieve SLA set by the clients.
• Coach and train analysts with new processes and procedures.

• Supported IT operations for corporate headquarters and nationwide locations.
• Developed diagrams to describe and lay out logical operational steps.
• Trained junior team members on best practices in infrastructure management, boosting their knowledge base while increasing overall team productivity.
• In charge of monitoring network devices and connection, troubleshooting ISP and MPLS circuits.
• Performing major incident management handling and coordintating with senior network engineers of possible outages. Working directly with the site's Internet Service provider to help expedite resolution
• In charge of monitoring Avon web sites and services. Monitoring the speed and accuracy of each pages and verify if transactions are pushing through.
• First line of escalation with regards to global IT issues and work closely with different Infrastructure group to resolved Critical issues in a timely manner.
• We send communication of outages to users and notify management of the business impact.

• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.
• Advance networking configuration for small to medium enterprise.
• Provide support for NETGEAR Prosafe enterprise models like routers, layer 2 and 3 switches and wireless access points.