Ryan James Cuenco
Calumpit, Province Of Bulacan
Summary
With a proven track record at Teleperformance, I excel in IT infrastructure management and fostering teamwork. My expertise includes leading strategic IT projects, enhancing system efficiencies, and resolving complex technical issues, achieving significant improvements in customer support and operational productivity.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Experienced with managing IT infrastructure and ensuring seamless system performance. Utilizes strategic planning to enhance operational efficiency and minimize downtime. Knowledge of team leadership and project management to drive successful IT initiatives.
Overview
17
17
years of professional experience
Work History
Assistant IT Manager
Teleperformance
12.2020 - Current
- Maintained accurate inventory records for all IT assets, facilitating efficient asset lifecycle management processes and informed procurement decisions.
- Collaborated with senior leadership to develop strategic technology roadmaps, guiding future investments in alignment with company vision.
- Implemented an effective patch management process, mitigating risks associated with outdated software vulnerabilities.
- Coordinated cross-functional teams during major system upgrades, ensuring minimal disruption to daily operations while achieving targeted outcomes.
- Managed procurement and vendor relationships to negotiate favorable contracts, optimizing resource allocation and cost savings.
- Resolved complex technical issues by leveraging strong analytical and problem-solving skills, ensuring minimal impact on productivity levels.
- Led a team of technicians in providing top-notch end-user support, fostering a positive work environment that encouraged professional growth.
- Managed life cycle replacement of hardware and software.
- Assisted in the development of an IT budget strategy, aligning resource allocation with organizational goals and objectives.
- Led technical upgrade projects for clients by working and coordinating with Client, TAM, Operations and local IT for integrations.
- Coordinated secure system access of users to various department systems and platforms.
- Wrote strategic business plans outlining need for departmental information technology resources, Headset, PC, and Laptop for both Onsite and Work From home setup.
IT Supervisor
Teleperformance
12.2015 - 12.2020
- Managed and mentored a team of IT professionals, fostering growth in skills and knowledge.
- Conducted regular audits of hardware and software assets, identifying areas for improvement or replacement as needed to maintain optimal performance levels within the organization''s infrastructure.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized hardware infrastructure with strategic equipment upgrades.
- Established IT budget management processes, tracking expenses to ensure alignment with company financial goals.
- Implemented automation strategies for routine tasks, freeing up valuable time for team members to focus on more complex issues. (Spearhead MDT Creation and deployment, batch scripting, PowerShell etc).
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements. (Change Controlled Task Process)
- Customized and repaired technology based on staff requests.
- Created and terminated user's accounts from start to finish in business applications.
- Communicated with executive team to maximize development efficiencies and resolve technology issues.
- Oversaw development and implementation of improvements to support network operations.
Senior Desktop Support Engineer
Teleperformance
12.2010 - 12.2015
- Increased customer satisfaction by providing timely and effective remote support services.
- Served as a liaison between end-users and other IT departments during major projects or initiatives.
- Streamlined software deployment processes for improved efficiency and reduced downtime.
- Managed inventory tracking systems, ensuring accurate records of all equipment and devices.
- Supervised junior desktop support engineers, fostering professional growth through mentorship opportunities.
- Provided expert-level assistance with network troubleshooting, maintaining optimal connectivity across the organization.
- Conducted thorough testing of new software releases before deployment, identifying potential issues before they impacted users'' workflow.
- Collaborated with IT team members to develop effective solutions for complex problems, increasing overall productivity.
- Enhanced system performance by implementing desktop support solutions and resolving technical issues.
L2 Desktop Support Engineer
WNS Global Services
07.2010 - 12.2010
- Supervise L1Engineers in decision making, problem analysis, and proper ticket handling.
- Onsite System Administration for clients’ OS, software, and hardware
- Mass installation of computers and IP Phone for every new process and meeting their deadlines.
- Coordination with Service Desk Support for server, network and telecoms concerns (Service Desk ticketing system)
- Coordination with Service Desk support for clients’ software/s concerns (Service Desk ticketing system)
- Resolves trouble ticket generated by inside business (Directors, Managers and process).
- Resolves other IT cases within onsite support scope (Service Desk ticketing system)
- Maintain local host for everyday use of end users.
- Monthly/weekly managing and update Mcafee antivirus
- Monthly update of Mcafee safeboot
- Management of all assets, Make sure all are properly collated in inventory.
Junior Desktop Engineer
Teleperformance
06.2009 - 07.2010
- Onsite System Administration for clients’ OS, software, and hardware
- Coordination with Help Desk Support for server, network and telecoms concerns (Help Desk ticketing system)
- Coordination with Help Desk support for clients’ software/s concerns (Help Desk ticketing system)
- Resolves trouble ticket generated by inside business (Directors, Managers and Reps).
- Resolves other IT cases within onsite support scope (Help Desk ticketing system)
- Monthly back up and reboot for CMS Server
IT Analyst
DELL
08.2007 - 05.2009
- Onsite System Administration for clients’ OS, software, and hardware
- Coordination with Global Support for server, network and telecoms concern (BMC Remedy Trouble Ticket)
- Coordination with Global support for clients’ software/s concerns (BMC Remedy Trouble Ticket)
- Resolves trouble ticket generated by inside business (Directors, Managers and Reps).
- Resolves other IT cases within onsite support scope (BMC Remedy Trouble Ticket)
- Weekly Tape Rotation for Dell server (Tape Library)
- Monthly back up and reboot for CMS Server
- Management of all assets, Make sure all are properly collated in inventory.
Education
Associate of Science - Computer System And Network Technology (CSNT)
AMA-ACLC
Malolos, Province Of Bulacan, Philippines05-2007
Skills
- IT infrastructure management
- Customer support
- IT compliance
- Virtualization technologies
- Problem-solving
- Task prioritization
- Adaptability
- Technical support
- Teamwork and collaboration
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 site IT Lead members.
- Achieved image deployment by introducing MDT for Operating system deployment tasks.
- Software deployment task for remote users
- Handled separate elite team (DCS - Desktop Complementary Support) during pandemic to minimize expenditures for logistics and repair.
Timeline
Assistant IT Manager
Teleperformance
12.2020 - Current
IT Supervisor
Teleperformance
12.2015 - 12.2020
Senior Desktop Support Engineer
Teleperformance
12.2010 - 12.2015
L2 Desktop Support Engineer
WNS Global Services
07.2010 - 12.2010
Junior Desktop Engineer
Teleperformance
06.2009 - 07.2010
IT Analyst
DELL
08.2007 - 05.2009
Associate of Science - Computer System And Network Technology (CSNT)
AMA-ACLC
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