Samuel Chito Varron

Key Achievements:

• Build a new Team of highly skilled IT Support Specialist that combined Great Customer Service and High Technical Expertise and improve overall client experience and satisfaction
• Established the Identity and Access Management Team
• Established new processes to improve our On boarding and Off Boarding Experience which resulted to improved New Starter Journey and Audit compliance
• Reduced overall backlog of Service Desk by 80%
• Implemented Retention Program to ensure that our highly skilled IT Support Specialist will not explore the market

Responsibilities:

• I'm managing the Service Operations of Aurecon IT which include the following department Service Desk, Virtual Tech Assist and Identity and Access Management Specialist.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Leveraged data and analytics to make informed decisions and drive business improvements.

Ad-hoc Task:

• Part of the committee that drives Data Privacy Compliance.

Key Achievements:

• Cleaned up all the backlog from 300 tickets in 3 months
• Lowered our Vulnerability score from a high to low in 3 months
• Lowered the Deployment time of Software from 2 weeks to 3 days in 4 months
• Eliminate customer escalation due to pending software packaging
• Implemented Patching Calendar and Releases with Email Reminder to affected customer

Responsibilities:

• Manages the Workplace Infrastructure Team which includes coaching and mentoring
• Oversees the following, Collaboration Tools - Polycom Devices and MS Teams, Software Packaging and Deployment, Workstation Patching and Deployment and Vulnerability Management.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Key Achievements:

• Implemented BCP during the pandemic and was able mobilize the work from home setup in the Manila Office in 2 days
• Implemented Mobile IT Support during the pandemic in Vietnam and Thailand which enable IT Onsite Support to Deliver and Replace faulty Equipment within a couple of hours
• Replaced all Desktop Computers with Laptop in 2 years within Asia by submitting a Business Case which outlined the benefit the company with increase productivity, mobility and better experience
• Managed multiple Office Move and Expansion which I deliver on time and within budget.

Responsibilities:

• Manage and oversee Tech Assist Specialist assigned to our Asian Offices which includes Thailand, Indonesia, Vietnam, Hong Kong, Singapore, China, Malaysia and the Philippines.
• In addition I'm the point person of the business to IT and manages the IT needs of all our Asian Offices
• Oversaw IT department operations and training.
• Guided organizational technology strategy and roadmaps.

Key Achievements:

• Expanded the headcount of Service Operations from 30 to 70 in 6 months
• Transitioned Change and Release management, IT Commercial and Procurement, IT Infrastructure Team, IT Software Asset and Licensing to the Manila Office
• Convinced the IT Leadership to setup a Manila First Strategy by showcasing the skills and capability that the current team have
• Conducted multiple roadshow in Asia, Australia, New Zealand and South Africa to highlight and promote the capabilities of Manila Service Operations Team
• Established New Teams which includes IT Reporting, IT Service Support (Incident and Problem Management) Team
• Established new processes that reduced internal IT handover from 4 hours to less than 2 hours
• Decreased Overall IT Controllable Tickets by 80%
• Conducted Lean Six Sigma Yellow belt Trainings
• Established Service Operations Online Performance Report that is visible to all IT Leadership

Responsibilities:

• Manage and oversee the Manila-based IT Team which includes Service Desk Level 1 and 2, User Administrator, IT Service Support, Problem Management, Manila Infrastructure Team, IT Reporting, Software Asset and Licensing Management, IT Procurement Team and Change and Release Management
• Responsible for creating the Strategy in IT Service Delivery to support the Blueprint of the Business
• Share with the Business the mindset and capability of the Manila Service Delivery Team
• Listen to their feedback, pain points and suggestions on ways we can uplift the Employee Experience
• Communicated with the IT Leadership and CIO to maximize development efficiencies and resolve technology issues.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.

Ad-hoc Task:

• Appointed by the Country Manager to spearhead the compliance of our Manila Office with the Data Privacy Act which include looking for vendors / consultant, driving the program until the roll out of the Privacy Manual to the employees

Key Achievements:

• Implemented Sprint and Agile in delivering Workday Enhancement and Releases
• Created KPI for the Team
• Secured budget for multiple trainings which includes Workday Certifications and Agile Project Management
• Implemented Retention Program to ensure that our highly skilled Workday Talent will not explore the market

Responsibilities:

• Manages the People System Admin Team which includes coaching and mentoring
• Oversees the following Software Workday, Saba ATLAS and Aurion
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Key Achievements:

• Improved FCR Score from 40% to 80% in 10 Months
• Consistently awarded as Top Service Desk Team for 4 Quarters
• Setup Service Desk Team from ground up this includes hiring the Service Desk analyst and creation of all processes related to IT Service Management (Incident Management, Request Fulfillment Management, Problem Management and Knowledge Management)

Responsibilities:

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Ad-hoc Task

• Acted as the Problem Manager
• Appointed by the Country Head to manage the Manila Office Relocation which includes coordinating with Vendors and looking for saving in relation to Office equipments and white goods

Key Achievements:

• Shortened the end to end process by 20% for End User Service Request which includes Software Request, Mobile Request, On boarding Request and VPN Token Request

Key Responsibilities:

• Handled a team of Lean Consultant doing the process improvement for other Atos sites base from the improved process of the discovery wave
• Handles stakeholder alignment and involvement of Country Heads, Tower Heads for end to end process transformation
• Accountable for the impact and savings that will be discovered during the rollout wave
• Handles the project planning, project charter and implementation of improvements.

Key Achievements:

• Implemented multiple process improvements using Lean Six Sigma Methodology with resulted to 25% to 35% savings to the department I'm working with.
• Improve Employee well being and increased Employee satisfaction through workshop and discussions

Responsibilities:

• Updated processes and process maps to improve material flow throughout factory.
• Collaborated with production and engineering to schedule and complete projects and special assignments and identify opportunities for short and long-term improvements.
• Used Six Sigma SIPOC and DMAIC process to initiate and lead problem-solving efforts.

Lean Six Sigma Projects:

• PH DI End User Service Request E2E – August 26, 2013 to November 1, 2013
  Handled Remote Access Request Process Review for multiple accounts
• CEE Poland PL115 – May 6 to July 26, 2013 (Bydgoszcz, Poland)
  Handled NSCS NOC UK, Spain and German Team
• PH NAM UPS Wave – April 8 to May 3, 2013 (Quezon City. Philippines)
  Assisted Up streaming Service Desk Accounts from US to Philippines
• CN TR Wave WSDS – January 7 to April 5, 2013 (Chengdu, China)
  Handled Service Desk Nike and Novozymes
• Italy Wave 2 ITSIS101 – November 12 to January 2, 2013 (Catanzaro, Italy)
  Assisted with AO Service Desk and IPCC Reporting
• Brazil WSDS - BRSIS103 – October 8 to November 2, 2012 (Sao Paulo, Brazil)
  Handled BASF Service Desk Central and South America

Key Achievements:

• Recommended by the Operations Manager to be part of the Lean Six Sigma Project Team
• Consistently awarded as Top Service Desk Team for 16 months
• Appointed as an Acting Shift Manager by the Operations Manager

Responsibilities:

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Key Achievements:

• Appointed as SME for the account and assist other Service Desk Analyst for Techinical Issues
• Appointed as Acting Team Leader

Responsibilities:

• Provided technical support for Metlife Clients
• Acceptance and documentation of incidents and requests
• Handles problem resolution which may require follow-up or escalation to tier 2 or 3 support
• Covered email and phone support

Key Achievements:

• Appointed as SME for the account and assist other Service Desk Analyst for Techinical Issues
• Consistent Top Performer for the Account

Responsibilities:

• Provided technical support for WaMu Clients
• Acceptance and documentation of incidents and requests
• Handles problem resolution which may require follow-up or escalation to tier 2 or 3 support
• Covered email and phone support

Responsibilities:

• Provided technical support for Toshiba customers
• Acceptance and documentation of incidents and requests
• Handles problem resolution which may require follow-up or escalation to tier 2 or 3 support
• Covered email and phone support

Responsibilities:

• Provided technical support for DLink customers
• Acceptance and documentation of incidents and requests
• Handles problem resolution which may require follow-up or escalation to tier 2 or 3 support
• Covered email and phone support