Reynaldo Valdez
Lead
Manila,CAV
Summary
Talented Lead with experience overseeing daily activities and monitoring employees. Excellent quality assurance, issue resolution and interpersonal communication skills. Highly effective at troubleshooting and supervising talented teams.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
4
4
Certificates
Work History
IT Technical Operations Lead
Fujitsu America
Taguig, 00
12.2019 - Current
- Lead by example and groom the team in achieving maximum client satisfaction level
- Actively encourage an environment that supports teamwork, co-operation & performance excellence
- Act as Leader and a coach for the team ensuring high staff morale, trust and work ethics
- Assist staff with establishing and attaining career development goals
- Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility
- Conduct formal appraisals and performance reviews
- Engages with internal and external customers to develop a clear understanding of their requirements necessary for continual support improvement throughout the support area
- Ensures continual training and personal development in line with organization policy and guidelines
- Ensures effective communication of company policies to the entire team
- Takes lead and or assists in providing accurate, timely and professional written, statistical and verbal reports to management for historical, current status and forecasting purposes
- Monitors and ensure the success of CSAT (Customer Satisfaction)
- Conducts a regular meeting with the team
- Reviews all known operations processes and ensures it is documented
- Ensures team complies with all standard support and customer processes
- Comply with valid instructions from Operation Manager
- Weekly review of operational dashboard and management of service delivery issues
- Assist account in the creation, monitoring, measurement and analysis of standardized processes
- Participate in cross functional meetings to review information received from operational support functions - and partner to define action plans that resolve issues and drive continuous improvement
- Provide support/input to weekly and/or monthly Key Performance Indicator (KPI) reports and review meetings
- Perform daily analysis on all open tickets for the queues they are assigned to manage
- Assign tickets to Engineer based on both location and other work already assigned to them for other buildings
- Identify opportunities to consolidate the work and reduce unnecessary trips to client locations (i.e
- Eliminate multiple trips by different analysts to the same location)
- Update work instructions on incidents in ITSM when the resolver analyst is not able to do so on a timely manner
- Close tickets on behalf of a resolver analyst who may not be able to do so in a timely fashion
- Constantly check DMS queues for TASKS assigned by other support teams
- Contact other support teams when required – to update tasks status, work instructions
- Reach out to Engineers who have not responded to assigned tickets (SLA)
- Provide follow up and reminders to Engineers related to QA process
- Acknowledge client expedited requests or escalations ensure client are updated as soon as possible
- Identify merging trends daily or weekly of call volumes and report them to the team leads
- Provide status reports on work accomplished of tickets received and its trends
- Any issues, concerns, from client, and staff
- Perform QA spot checking and report deficiencies to team leads so they can follow up with staff coaching
- Update QA tracking sheet for monthly reports.
Service Desk Shift Lead
Fujitsu Philippines
02.2017 - 12.2019
- Conduct regular one-on-ones with direct reports to review individual performance, and offer on-going developmental coaching
- Supervise the day to day tasks for Service Desk Agent and the monitoring of the call management queues for Incidents, and Change Requests
- Provide the first point of escalation for team members and working with other support leaders to effect seamless handover of information and customer calls
- Documentation of Processes, Procedures, Guides and Work Instructions for performing specific tasks
- Awareness and adherence to Fujitsu’s service delivery processes and methods
- Produce accurate, concise and timely reports as required, including:
- SLA reports, Incident reports, weekly and monthly reports, staff productivity and activity reports
- Regular interaction with the Account "team" to ensure clarity and awareness of all activities and plans
- Providing admin support & On/Offboarding support to support groups for newly hire and exiting one
- POC to Evaluate service response time and analyze occupants’ service request trends and suggestions
Partner Driver
Lalamove Phils
03.2019 - 11.2019
Senior Service Desk Agent
Fujitsu Philippines
03.2014 - 02.2017
- Directly resolve user incidents & requests as they arrive & escalate advanced cases to higher level IT support/SMEs
- Address/resolve user queries raised via various channels (Call/Chat/Email/Self-Service) along with proper documentation in ServiceNow
- Provide resolution/assign the tickets to the relevant resolver groups
- Identify and perform initial assessment of reported critical incidents
- Refer to knowledge-based articles when resolving issues
- Follow defined processes while attempting to resolve incidents
- Creating child tickets and tagging them with Parent ticket (where applicable)
Service Desk Analyst
Stefanini Phils
10.2012 - 02.2014
Helpdesk Analyst
Condor POS Solutions RP Inc
07.2011 - 05.2012
Customer Support Specialist
D-Link Singapore Ltd
08.2009 - 08.2010
Technical Support Representative
Alorica
03.2006 - 07.2009
System Admin
Blue, Café
08.2004 - 08.2005
Food Server
Mc Donald’s Restaurant, Golden Arches Corp
02.2000 - 11.2004
Education
Bachelor of Business Administration - Human Resource Development Management
09.2021 - 07.2022
Diploma - Information Technology (Programming
06.2004 - 04.2006
Bachelor of Science in Industrial Technology - Industrial Technology
06.1996 - 04.1998
Skills
Technical Skillsundefined
Certification
ITIL Foundation v3 Certified (GR750492856RV)
Additional Information
- 2 | Page
Timeline
New Era University - Bachelor of Business Administration, Human Resource Development Management
09.2021 - 07.2022
IT Technical Operations Lead - Fujitsu America
12.2019 - Current
Partner Driver - Lalamove Phils
03.2019 - 11.2019
Service Desk Shift Lead - Fujitsu Philippines
02.2017 - 12.2019
Senior Service Desk Agent - Fujitsu Philippines
03.2014 - 02.2017
Service Desk Analyst - Stefanini Phils
10.2012 - 02.2014
Helpdesk Analyst - Condor POS Solutions RP Inc
07.2011 - 05.2012
Customer Support Specialist - D-Link Singapore Ltd
08.2009 - 08.2010
Technical Support Representative - Alorica
03.2006 - 07.2009
System Admin - Blue, Café
08.2004 - 08.2005
GO TEC International Business School Inc - Diploma, Information Technology (Programming
06.2004 - 04.2006
Food Server - Mc Donald’s Restaurant, Golden Arches Corp
02.2000 - 11.2004
Eulogio "Amang" Rodriguez Institute of Science And Technology - Bachelor of Science in Industrial Technology, Industrial Technology
06.1996 - 04.1998
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