Rose Ann Victorino
Service Desk Operations Manager
Quezon City
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Service Desk Operations Manager (Level 2)
Atos Information Technology Inc
08.2021 - Current
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Guided Training Specialist (Contractor)
Feedonomics
06.2019 - 08.2021
- Trained and mentored new personnel hired to fulfill various roles.
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Converted all curriculum and programs from print to digital, creating supplementary materials like practice tests, exercises, videos and interactive quizzes for instructors and students.
- Tracked students and instructors leaves, attendance, scores and overall performance in databases.
- Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
Training Consultant
Syntel Infotech Inc.
12.2017 - 06.2019
- Streamlined IT onboarding processes by developing and implementing comprehensive training programs for new hires, reducing the time required for employees to become fully productive.
- Collaborated with subject matter experts to ensure accurate representation of industry practices within all course materials provided during training sessions .
- Enhanced IT training programs by incorporating practical, hands-on activities and real-world scenarios.
- Coordinated with other IT professionals to develop comprehensive training solutions for various organizations, streamlining the knowledge transfer process.
Training Specialist
Atos Information Technology Inc.
02.2016 - 12.2017
- Led workshops on various topics such as leadership development, communication skills, and time management, improving employee competencies across the organization.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
- Conducted regular needs assessments to ensure alignment of training initiatives with organizational goals and objectives.
Service Desk Analyst (L1-L2)
Atos Information Technology Inc.
11.2011 - 02.2016
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
Education
College Undergraduate - Banking And Finance
Polytechnic University of The Philippines
Sta. Mesa Manila 04.2001 -
High School Diploma -
Polytechnic University of The Philippines, Lab HS
Sta. Mesa, Manila 04.2001 -
Skills
Operations Management
undefinedTimeline
Service Desk Operations Manager (Level 2)
Atos Information Technology Inc
08.2021 - Current
Guided Training Specialist (Contractor)
Feedonomics
06.2019 - 08.2021
Training Consultant
Syntel Infotech Inc.
12.2017 - 06.2019
Training Specialist
Atos Information Technology Inc.
02.2016 - 12.2017
Service Desk Analyst (L1-L2)
Atos Information Technology Inc.
11.2011 - 02.2016
College Undergraduate - Banking And Finance
Polytechnic University of The Philippines
04.2001 -
High School Diploma -
Polytechnic University of The Philippines, Lab HS
04.2001 -
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