ROLANDO L. CASTRO, JR.
Team Leader
Mabalacat, Province Of Pampanga
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
18
18
years of professional experience
Work History
Team Leader
TATA Consultancy Services
07.2020 - Current
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Service Desk Level 1
TATA Consultancy Services
07.2015 - 07.2020
- Manages user's access to various applications
- Provides assistance to remote users in connecting to the CVS network via VPN
- Manages user accounts through Active Directory
- Provides assistance in a timely manner to ensure that all concerns are addressed accordingly.
Service Desk
ATOS
04.2010 - 07.2015
- Provides IT support for various software & trading applications
- Assist users in requesting access for various applications and tools
- Provides IT support for various computer technical issues, telecommunication devices, and mobile softwares
- Provides IT support for remote computing for Mac & Windows
- Ensures all issues are routed to the correct resolver group for further troubleshooting & resolution
- Monitors escalated tickets and works closely with resolver groups to ensure that ticket SLA's are being met.
Apple Specialist
IBM DAKSH Business Process Center
11.2009 - 03.2010
- Provides outstanding technical support and customer service via telephone to Mac users (desktop and portable)
- Practices company culture and values thru consistent display of integrity, dedication, timeliness, initiative and flexibility.
Local IT
Alorica-Phillippines
07.2009 - 11.2009
- Network administration
- Responds timely and accurately to requests or any issues encountered in the company's network
- Provides assistance, resolution to issues raised and encountered in the network
- Software and hardware maintenance.
Call Center Operations Supervisor
Alorica-Phillippines
02.2007 - 07.2009
- Supervises performance and development of a team of technical support agents
- Ensures team productivity and efficiency by closely monitoring agent's performance
- Responsible for ensuring that the team achieves the required metrics via communication of requirements and regular feedback on performance
- Implements company policies and procedures as well as client's support processes and guidelines
- Conducts up-training sessions and team calibrations to improve agent's technical and customer service skills
- Ensures important information and updates disseminate to the support team by conducting team meetings and one on one coaching sessions
- Implements work schedule and oversees schedule adherence
- Responds timely and accurately to the escalations of the Level 1/Level 2 technicians
- Provides feedback and coaches agents to identify strengths and weaknesses, provides Performance Improvement Plan for Agents who fails to meet the required standards
- Provides team reports as required by the Account Manager / Group Manager.
Technical Support Representative Level 1/ Level 2 Support
Alorica-Phillippines
11.2005 - 02.2007
- Interacts with customers via telephone to provide outstanding technical support and customer service
- Receives call escalations from level 1 agents to provide advanced troubleshooting and ensure resolution
- Monitors level 1 agent's performance and conducted technical up-training sessions to ensure high level of competence and efficiency
- Approved requests for processing of replacement for defective products
- Conducts outbound calls to provide technical support for customers with pending issues
- Passed all thorough training, certifications and assessments required by the company.
Skills
Mature judgment under pressure, able to resolve or mediate problems in timely, effective manner
Effective in written/report writing and verbal communication skills, demonstrates clarity and is able to make high-level presentations
Able to motivate successful team
Has personal integrity and demonstrates commitment to sound, ethical, moral and legal business standards and practices
Flexible and adaptable to changing requirements dictated by professional services environment
High technical knowledge in Computer troubleshooting and networking concepts
Personal Data
Available upon requests.
Technical Background
- Advance PC desktop diagnosis and troubleshooting
- WINDOWS OS
- MSOFFICE 2010
- Mac OSX
- WEB Technology / Internet
- Ethernet and 802.11A/B/G/N Wireless LAN configuration and setup
- Active Directory
References
- Ava Tuazon, Team Leader, ATOS, +63 998 952 9613
- Boots Castro, CGI, +63 915 962 1362
- Emil Abrera, Helpdesk, ATOS, +63 998 540 4781
Timeline
Team Leader
TATA Consultancy Services
07.2020 - Current
Service Desk Level 1
TATA Consultancy Services
07.2015 - 07.2020
Service Desk
ATOS
04.2010 - 07.2015
Apple Specialist
IBM DAKSH Business Process Center
11.2009 - 03.2010
Local IT
Alorica-Phillippines
07.2009 - 11.2009
Call Center Operations Supervisor
Alorica-Phillippines
02.2007 - 07.2009
Technical Support Representative Level 1/ Level 2 Support
Alorica-Phillippines
11.2005 - 02.2007