Summary
Overview
Work History
Education
Skills
Certification
Timeline
OfficeManager
Ron Regis

Ron Regis

Support Team Manager
Los Banos, Province of Laguna,LAG

Summary

Results-oriented Support Manager offering 15 years experience in the technical field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.

Overview

15
15
years of professional experience
6
6
years of post-secondary education
1
1
Certification
1
1
Language

Work History

Support Team Manager

Emapta Global
11.2023 - Current
  • Led the Support and Success department of a SaaS company, enhancing workflows and optimizing processes, resulting in improved efficiency.
  • Assessed and resolved complex technical issues, leveraging a strong technical foundation, improving customer satisfaction rates.
  • Utilized helpdesk software to manage tickets efficiently, ensuring timely resolutions and maintaining high customer satisfaction rates.
  • Resolved escalated customer complaints diplomatically, preserving brand reputation and maintaining long-term client relationships.
  • Partnered closely with sales teams during pre-sales activities; provided technical expertise that contributed immensely toward winning new business contracts.
  • Streamlined internal communication channels to improve information sharing between support team members and other departments within the organization.
  • Developed and maintained relationships with customers to enhance customer satisfaction.

Information Security Officer

Yngen Datacom Corp.
06.2023 - 10.2023
  • Developed and implemented comprehensive information security policies and procedures to safeguard sensitive data and mitigate risks across the organization.
  • Led internal and external audits, ensuring compliance with ISMS standards, resulting in improved data privacy and security measures.
  • Headed risk management, asset management, and business continuity planning, enhancing organizational resilience and reducing risk exposure.
  • Championed information security and data privacy initiatives, increasing compliance rates and safeguarding sensitive information.
  • Conducted regular security assessments and audits to identify vulnerabilities, ensuring compliance with industry standards and regulatory requirements.
  • Led incident response efforts by swiftly investigating security breaches, coordinating remediation actions, and providing detailed reports for continuous improvement.
  • Played a key role in developing disaster recovery plans that ensured business continuity in the event of a cyber incident or data breach.

Operations Manager

Yngen Datacom Corp.
03.2022 - 06.2023
  • Managed a team of 60 FTEs for a major Blockchain company, ensuring efficient operations and maintaining KPI achievement, resulting in improved customer satisfaction rates.
  • Oversaw daily operations, ensuring efficient workflow and adherence to company policies.
  • Optimized budget for site and team engagements, reducing operational costs while maintaining high-quality standards.
  • Consistently created and maintained strong relationships between the Client and the company, enhancing client satisfaction and retention rates.
  • Coordinated cross-departmental communication to streamline project execution and resolve operational issues promptly.
  • Led regular team meetings to discuss performance metrics, share best practices, and align on departmental goals.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Directed initiatives to improve work environment, company culture or overall business strategy.

Team Lead

Yngen Datacom Corp.
11.2021 - 03.2022
  • Led a team of technical professionals to deliver high-quality software solutions, ensuring project deadlines were consistently met through effective time management and resource allocation.
  • Conducted performance evaluations for team members, providing constructive feedback that fostered professional growth and improved overall team performance.
  • Led daily huddles to communicate team goals, targets, and deadlines, improving team efficiency.
  • Trained and mentored TSEs, resulting in an increase in team performance and individual career growth.
  • Monitored and strategized workload priorities, ensuring timely submission and resolution of technical issues, enhancing customer satisfaction rates.
  • Managed client relationships by conducting regular meetings to understand their needs, ensuring the delivery of tailored solutions that aligned with their business objectives.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Coached team members in techniques necessary to complete job tasks.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.

Technical Support Supervisor

Brother International Philippines
10.2019 - 10.2021
  • Supervised Technical Support Engineers situated in 8 different offices, enhancing team performance and efficiency.
  • Provided training, support, and coaching to team members, resulting in improved customer satisfaction rates.
  • Supervised daily operations of technical support team, ensuring timely resolution of customer inquiries and issues.
  • Developed training programs for new staff, facilitating onboarding and enhancing team performance through knowledge sharing.
  • Created KPIs, action plans, and SWOTs for the team, ensuring alignment with company goals and client expectations.
  • Collaborated with product development teams to relay customer feedback, influencing product enhancements and service improvements.
  • Conducted regular performance evaluations of team members, providing constructive feedback to foster professional growth and skill development.
  • Managed escalated support cases, utilizing problem-solving skills to resolve complex technical issues effectively and efficiently.
  • Maintained up-to-date knowledge of product features and industry trends, ensuring the team was equipped to provide accurate information to customers.
  • Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
  • Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
  • Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.

Service Supervisor

Astrophysics Asia, Inc.
04.2017 - 07.2019
  • Supervised and developed a regional service team, optimizing resource utilization, setting performance goals, and driving high team engagement while minimizing turnover.
  • Spearheaded recruitment, onboarding, and training of new hires on proprietary software and all service-related tasks, including cross-functional support.
  • Evaluated and coached team on technical skills, on-site troubleshooting, customer interactions, and documentation standards.
  • Regularly reported on service KPIs: utilization, system claims, logistics, warranty metrics, field failure patterns, and customer satisfaction trends.
  • Identified and recommended policy and procedural improvements based on data insights and field performance.
  • Led operational execution: scheduling field service, managing spare parts inventory and shipping, and ensuring documentation accuracy.
  • Monitored and controlled travel costs through strategic planning and efficiency initiatives.
  • Managed monthly inventory reporting, reorder processes, and local vendor sourcing to ensure cost-effective, high-quality parts procurement.
  • Supported regional service expansion initiatives and contributed to ideas driving growth and profitability.

Field Service Engineer

Astrophysics Asia, Inc.
05.2014 - 04.2017
  • Conducted on-site installations, preventive maintenance (PM), and corrective maintenance (CM) for x-ray systems, ensuring minimal downtime and high customer satisfaction.
  • Maintained complete and accurate service documentation including reports, radiation surveys, and expenses; ensured team compliance with standards.
  • Entered and managed service data in proprietary software platforms; tracked service claims, parts usage, and accessories.
  • Prepared and reviewed quotes for service visits, warranties, and installations; supported warranty sales and new business through upselling and client recommendations.
  • Supported special projects, high-priority installations, and VIP customers, including custom product deployments.
  • Acted as a brand ambassador, delivering high-quality customer service to clients, vendors, and public-sector partners across Asia.
  • Ensured warranty compliance across the region and provided fast, courteous customer resolution; escalated critical issues appropriately.
  • Resolved technical and interpersonal concerns with professionalism and poise, maintaining strong customer relationships.

Field Service Engineer

Grepcor Diamonde, Inc.
09.2012 - 05.2014
  • Assigned to nationwide service coverage, with primary territory in Mindanao and Southern Manila.
  • Installed and maintained a range of diagnostic equipment, including:
    Chemistry Analyzers: Abbott Architect, Erba XL, Erbalyte series
    Hematology Analyzers: Abbott CD series, Erba Elite, Behnk Coagulation and Thrombolyzer systems
    Immunology Analyzers: Abbott i1000
    Apheresis Systems: Terumo Trima Accel
    Point-of-Care Devices: Afinion and Hemocue HBA1C analyzers, Alere Triage Meter Pro, EPOC blood gas analyzer
  • Delivered comprehensive client training on all systems to ensure optimal usage and maintenance.
  • Provided premium after-sales technical support, ensuring high levels of client satisfaction and service continuity.
  • Managed system integration between medical devices and hospital networks, including HIN (Hospital Information Network) and LIS systems.
  • Ensured compliance with ISO 9001:2008 standards and followed strict service protocols.
  • Utilized Salesforce CRM for case management, issue tracking, and client communications.

Field Service Engineer

MACHINEBANKS' CORPORATION
05.2012 - 09.2012
  • Conducted installation and maintenance of Electric Discharge Machines (EDM) such as the Sodick Wire EDM AQ 400L, AQ 600L, AP 250L, AP 400L, and the Sodick Sinker EDM models such as the AG40L and AG60L, ensuring optimal performance and customer satisfaction.
  • Provided training and after-sales service for cutting machines and hardness testers, enhancing client knowledge and satisfaction.
  • Drove to client locations in Metro Manila and Southern Manila to offer technical support and maintenance, improving customer service experience.

Technical Support Representative

CONVERGYS
01.2011 - 05.2011
  • Answered technical inquiries through Avaya phone network, ensuring high customer satisfaction rates.
  • Provided remote troubleshooting for AT&T High-Speed Internet, phone, and TV, maintaining high service ratings.
  • Utilized CRM and Salesforce extensively, enhancing customer support efficiency and after-sales service.

Education

Bachelor of Science - Electronics And Communications Engineering

University of Santo Tomas (UST)
Manila, Metro Manila, Philippines
05.2004 - 05.2010

Skills

Business Operations Management

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Certification

Lean Six Sigma Yellow Belt, INNOVPH, 19924CPYB45150CF133, 08/01/23

Timeline

Support Team Manager

Emapta Global
11.2023 - Current

Information Security Officer

Yngen Datacom Corp.
06.2023 - 10.2023

Operations Manager

Yngen Datacom Corp.
03.2022 - 06.2023

Team Lead

Yngen Datacom Corp.
11.2021 - 03.2022

Technical Support Supervisor

Brother International Philippines
10.2019 - 10.2021

Service Supervisor

Astrophysics Asia, Inc.
04.2017 - 07.2019

Field Service Engineer

Astrophysics Asia, Inc.
05.2014 - 04.2017

Field Service Engineer

Grepcor Diamonde, Inc.
09.2012 - 05.2014

Field Service Engineer

MACHINEBANKS' CORPORATION
05.2012 - 09.2012

Technical Support Representative

CONVERGYS
01.2011 - 05.2011

Bachelor of Science - Electronics And Communications Engineering

University of Santo Tomas (UST)
05.2004 - 05.2010

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Ron RegisSupport Team Manager