Williard Clemente
IT Operations Manager
Taytay,Rizal
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
13
13
years of professional experience
5
5
Certification
Work History
Centralized Service Desk Operations Manager for Google
Astreya Philippines
11.2022 - Current
- Manages a Global Centralized Service Desk with a 24/7 support environment
- Currently oversees several employees both local and offshore
- Five supervisors (direct reports), 4 located in Manila and 1 at Hyderabad
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Service Desk Trainer
- Supervised operations staff and kept employees compliant with company policies and procedures.
- 80 analysts (combination of L1 to L3) located in Manila
- 20 analysts (combination of L1 to L3) located in Hyderabad
- Quality Assurance team
- Knowledge Manager
- Conducts coaching to all supervisors on a weekly and monthly basis
- Creating and adjusting all team schedules in line with the forecasted volume
- Creation and Presentation of WBR, MBR and QBR metrics to the clients
- Act as one of the POC for all CSD related internal and client escalations
- Answers directly to the Vendor Manager to all escalations
- Work/Collaborate with the resolver teams to act on the escalated ticket/s
- Spearheads the Continuous Improvement Plans for the Service Desk
- Collaborates with the Knowledge team and SD trainer for any internal and/or client specific training that needs to be implemented
- Submits requests to Knowledge team on specific trainings that the Service Desk needs, to be taken via Udemy, Coursera
- Attending Governance meetings for both internal and client meetings
- Serves as the Primary Point of Contact for Escalations
- Providing Root Cause analysis
- Appropriate response plans
- Ensures procedures are followed
- Provide updates to stakeholders
- Directly reports to the Global Service Desk Director (onshore)
- Request/Submits for additional headcount requirements
- Discussed and provided input for the contract renewal and updating/proposal of the SOW
- Heads the Operation Weekly review with the CSD supervisors, trainer, quality team and Global Service Desk Director
- POC for any meetings and security updates from the Google building administration
- POC of the CSD for the Global Weekly Operations review
- This meeting includes all the teams that support Google as a client
- Involves mostly Senior Managers and/or POC for their respective teams
- Collaborate with the Manila HR and Recruitment team for all approved staff requisition
- Files all needed requisition via Workday
- Conducts the final interview for all applicants
- Provides a general guideline/template of the requirements of candidates for the Recruitment team to follow
- Collaborates with the local HR team and Senior Business Operations Manager for all Rewards and Recognition programs
- Performs Performance Reviews for Supervisors
- Acts as the final approver for all Performance Reviews for all employes under the CSD department
- Coordinates with the Global Service Desk Director, HR and Finance team for the annual increase for all employees under the CSD department
- Acts as the final approver for all Disciplinary Actions put forward by the Human Resources team
- Attending Performance Improvement Plans meeting for employees
- Attending Initial investigative meetings set by HR that may lead to Disciplinary Actions
- Attending/Conducting Dismissal meetings for an employee together with HR
- Reviewing the Exit Interview data presented by the HR team to target areas of improvement
- Attending of CAB meetings
- Acts as the POC for the CSD
- Provides plans and suggestions for all changes that would go through and/or directly affect the CSD
- Lead the team on the creation of our internal Knowledge Base for the CSD
- Created and updated existing Knowledge Articles
- Help create a single source of knowledge for the Service Desk
- Collaborate with other teams to update and create workflow processes
- Work with the Global Service Desk Director on annual merit budget for the whole team
Senior Team Leader – In-House CSD Project
Allegis Global Solutions Philippines / TEKsystems Global Services
01.2022 - 10.2022
- Handled a team consisting of 28 to 30 analysts
- Creation and Presentation of QBR and MBR metrics to clients
- Acts as Manager on Duty for APAC and North America/EMEA off hours
- Spearheads Continuous Improvement for APAC
- Acts as POC for any Project that the client needs assistance with e.g
- Autopilot Migration
- Bit locker Migration
- MS Teams calling implementation
- Attending the Local Governance meeting for the site on behalf of our Domain Lead
- POC for all offboarding and onboarding activities for our domain
- Regular meeting with Talent Acquisition team for any onboarding activities
- Attend meetings on behalf of our Domain Lead in case of her unavailability
- Attending CAB meetings
- Set clear team goals and delegated tasks and set deadlines.
- Produced weekly, daily and monthly activity reports and forecasts.
Team Leader – In-House CSD Project
Allegis Global Solutions Philippines / TEKsystems Global Services
02.2018 - 01.2021
- Project is in-house Corporate Service Desk
- Handling a team consisting of 12 to 15 analysts
- Assisted with the transition the CSD support from vendor to in-house
- Creation of training materials and knowledge used during and after the transition
- Assisting the Recruitment team procuring and interviewing potential candidates
- Reviewing performance of analysts:
- Weekly, Monthly, and Quarterly review of performance metrics
- Enrolling in a Performance Improvement Plan (if needed)
- Discussion of Yearly appraisal and performance bonuses
- Daily and Weekly team huddles
- Client Meetings
- Weekly, Monthly and Quarterly SLA metrics meeting
- Acts as point of contact for any client escalation
- Handled schedule plotting for the whole project (Shifting schedule)
- CSAT performance review
- Reaching out to users who gave a DSAT rating to CSD handled tickets
- Providing Root Cause analysis
- Implementation of Continuous Improvements Plan
- Creation of Weekly and Monthly SLA metric reports
- Creation and Updating of Knowledge Articles
- Creation and update of Global and regional specific articles
- Coordinate IS Managers and resolver teams to create/update articles
- Creation of Training materials used for new hire and/or refresher trainings
- Assisting with APAC region specific projects:
- Assisted with the transition of 1st level of support from vendor to in-house CSD
- Assisted with the testing and deployment of Autopilot machines
- Primary contact for the knowledge transfer from vendor to in-house CSD
- Assisted with the testing and deployment of Windows 10 machines for Manila based end users
- Assisted and provided support for AGS/TGS implementation of WFH set up for all Manila based end users
- Working directly with the ANZ, APAC and Manila IS Managers for any recurring project related issues
- Creation of project related knowledge articles
- Acts as On-Call for all outages
- Acts as Incident Manager for P1/P2 outages
- Discussion for any outstanding and foreseeable issues
- Performing coaching and mentoring of agents and team OIC
- Includes creation of Performance Improvement Plan
- Performing Root Cause Analyst to DSAT tickets and user complaints
- Facilitator of CSAT meetings
- CSAT meetings are done on a weekly basis with the Client
- Coordinate with the Process Analyst for any process changes that need to be addressed that may have led to the DSAT
- Coordinate with the Quality Analyst for any changes to the Global Quality Guidelines
- Working closely with Tower Service Manager for the Weekly Governance meeting with Account AMO (On-Shore manager)
- Approval of leaves
- Plotting the schedule of agents
- Agents’ schedule is posted on a weekly manner
- Advising the agents of their individual schedule
- Handling of reactive changes with the schedule for any shrinkage of headcount
- Advising of overtime (if needed) to agents due to attendance shrinkage, heavy call volume due to outages and/or post-holiday volume
- Working closely with Workforce Team regarding the weekly and monthly volume forecast
- Performing Daily Huddles
- Creation of huddle sheet that will be used for the production day and across all regions (APAC, EMEA and North America)
- Topics on the huddle includes any Process Changes, Scheduled Outages, Company or Internal Updates, and Account specific updates
- Working with 2nd Level team for technical escalations
- Working with various Resolving Teams for escalations, high priority tickets and gathering of work around for known technical issues
- Discussing with the clients directly for any high priority incidents reported to the Service Desk
- Provide updates to the clients regarding the said outage
- Coordinate with Resolver teams for any possible work around
- Manager on Duty role on scheduled weekends (act as an Overall site manager for all of the accounts on scheduled weekends and oversee their respective SLAs)
- SLA reporting to respective Account Team Leads and Managers
- Creation/Providing of Actions Plans if an account is failing their SLA
- Attendance checking for whole site
- Coordinating with Local and On-shore Team Leads and Managers for failed SLA
- Performing Annual Appraisal for subordinates
- Grading the agents with individual scores based on their individual metrics and account KPI scores
- Appraisal is split into H1 (January to June) and H2 (July to December)
- Transparency is practice
- Coordinate with the HR and Payroll team for the agents’ increase of compensation
- Project Handling for the Account (APAC Region) – Laptop Hardware Refresh
- Coordinate with the On-Site Support team, Client, and Account Project Team for the Laptop hardware refresh
- 3 Month project on which associates handed over their aging Lenovo Laptops for the Dell Laptop
- Attended the weekly meeting with all the parties involved to ensure smooth transition
- 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.
Team Leader – Towers Watson Account
Atos Information Technology Inc.
02.2016 - 11.2017
- Handling a team consisting of 15 to 25 agents
- Active Queue Management for Voice, Chat, and Email transactions including Web tickets
- Coordinating with Payroll team for agent payroll disputes
- Reporting of Daily/Weekly/Monthly of SLA achievements
- Daily Operations meeting with clients
- Roundtable meeting for the whole TW IT Management team
- Discussion for any outstanding and foreseeable issues
- Performing coaching and mentoring of agents and team OIC
- Includes creation of Performance Improvement Plan
- Performing Root Cause Analyst to DSAT tickets and user complaints
- Facilitator of CSAT meetings
- CSAT meetings are done on a weekly basis with the Client
- Coordinate with the Process Analyst for any process changes that need to be address that may have led to the DSAT
- Coordinate with the Quality Analyst for any changes with the Global Quality Guidelines
- Working closely with Tower Service Manager for the Weekly Governance meeting with Account AMO (On-Shore manager)
- Approval of leaves
- Plotting the schedule of agents
- Agents’ schedule is posted on a weekly manner
- Advising the agents of their individual schedule
- Handling of reactive changes with the schedule for any shrinkage of headcount
- Advising of overtime (if needed) to agents due to attendance shrinkage, heavy call volume due to outages and/or post-holiday volume
- Working closely with Workforce Team regarding the weekly and monthly volume forecast
- Performing Daily Huddles
- Creation of huddle sheet that will be used for the production day and across all regions (APAC, EMEA and North America)
- Topics on the huddle includes any Process Changes, Scheduled Outages, Company or Internal Updates, and Account specific updates
- Working with 2nd Level team for technical escalations
- Working with various Resolving Teams for escalations, high priority tickets and gathering of work around for known technical issues
- Discussing with the clients directly for any high priority incidents reported to the Service Desk
- Provide updates to the clients regarding the said outage
- Coordinate with Resolver teams for any possible work around
- Manager on Duty role on scheduled weekends (act as an Overall site manager for all of the accounts on scheduled weekends and oversee their respective SLAs)
- SLA reporting to respective Account Team Leads and Managers
- Creation/Providing of Actions Plans if an account is failing their SLA
- Attendance checking for whole site
- Coordinating with Local and On-shore Team Leads and Managers for failed SLA
- Performing Annual Appraisal for subordinates
- Grading the agents with individual scores based on their individual metrics and account KPI scores
- Appraisal is split into H1 (January to June) and H2 (July to December)
- Transparency is practice
- Coordinate with the HR and Payroll team for the agents’ increase of compensation
- Project Handling for the Account (APAC Region) – Laptop Hardware Refresh
- Coordinate with the On-Site Support team, Client and Account Project Team for the Laptop hardware refresh
- 3 Month project on which associates handed over their aging Lenovo Laptops for the Dell Laptop
- Attended the weekly meeting with all the parties involved to ensure smooth transition
Team OIC (Team Lead in Training) – UK DOH
Atos Information Technology Inc.
08.2014 - 02.2016
- Handling of escalated tickets
- Coordinate with the ticket owner (individual or team) regarding the ticket escalation
- Ticket chasing and updates for escalated tickets
- Provide updates to the client regarding the escalated ticket
- Working closely with the Account Management and Support team to prevent ticket escalations
- Coordinating with different resolver teams
- Includes working closely with the On-shore L2 team for escalated incident tickets
- Coordinating with the On-shore L2 team for any additional troubleshooting that needs to be done on a particular ticket
- Coordinating with the On-shore L2 team to expedite request tickets (software installation, creation of accounts, mailbox creation, etc.)
- Performing coaching to agents
- Includes sending the team and individual metric scores and KPIs
- Coaching agents related to escalations or performance degradation
- Creation of Timesheets
- Manually checking the attendance of agents for their compensation
- Working directly with the Payroll team and submission of the timesheets in a timely manner
- Performing and preparing team huddles
- Creation of shift schedules
- Overviewing/Passing the daily SLA
- Handling of user complaints and DSAT
- Coordinate with the Rant and Rave team for any user complaint and DSAT
- Attending CSAT meetings with the Rant and Rave team
- Provide Root Cause Analyst for every DSAT ticket that the Service Desk receives
- Handling of Approval tickets
- Tickets raised that need direct approval from the client
- Installation of unpackaged application
- Installation of application that may incur fees for associates
- Approval of additional hardware request
IT Helpdesk Analyst – UK DOH Account
Atos Information Technology Inc.
05.2013 - 01.2016
- Handling calls, emails, and web tickets
- Performing Basic Troubleshooting for users
- Outlook Basic Troubleshooting
- MS Office Basic Troubleshooting
- VPN troubleshooting (Juniper Networks)
- Troubleshooting with Account specific applications
- Mobile phone and Desk phone troubleshooting (Software and Hardware)
- Printer troubleshooting (Standalone/Home and Network Printers)
- Handling of redirected tickets
- Distribution of Web tickets to other Service Desk agents
College Instructor 1
AMA Computer College - East Rizal
07.2012 - 04.2013
- Handled English Subjects and Political Science subjects/courses
- Held numerous Academic events
- Adviser of Mass Communication Organization
Education
Bachelor of Arts - Mass Communication
AMA Computer College East Rizal
Antipolo City, Province Of Rizal, Philippines04.2009
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations oversight
- Performance monitoring
- Client relationships
- Workflow optimization
- Process improvement
- Performance management
- Continuous improvements
- KPI tracking
Certification
Cerfitied in ITIL V4 Foundations in IT Service Management – PeopleCert
· Certificate Number: GR67170128WC
· Completed October 2024
Lean Six Sigma White Belt Certification
· Completed through Six Sigma PH
Leading Teams: Developing as a Leader
· Completed through Cours
I am a Coach – TEKsystems Global ServicesA leadership training program made for the further development of Leadership skills.
· Deals with performance management.
· Deep review on how to motivate subordinates and colleagues.
· Covers in-depth People and Client management.
Lean Skipper Training – Atos Information TechnologyA training given to Team Leads as an introductory to Lean Six Sigma
· Online training introduction to Lean Six Sigma
· Basic Problem Management/Solving
· General overview for the application of Lean Six Sigma
License to Lead Program – Atos Information TechnologyA program/training made for the development WSDS Offshore Center.
· Graduated from the L2L Program.
· Garnered the 2nd highest point total (Philippines)
· Consisted of 8 Leadership modules.
· Completed numerous E-Learnings and Global Webinars.
Timeline
Centralized Service Desk Operations Manager for Google
Astreya Philippines
11.2022 - Current
Senior Team Leader – In-House CSD Project
Allegis Global Solutions Philippines / TEKsystems Global Services
01.2022 - 10.2022
Team Leader – In-House CSD Project
Allegis Global Solutions Philippines / TEKsystems Global Services
02.2018 - 01.2021
Team Leader – Towers Watson Account
Atos Information Technology Inc.
02.2016 - 11.2017
Team OIC (Team Lead in Training) – UK DOH
Atos Information Technology Inc.
08.2014 - 02.2016
IT Helpdesk Analyst – UK DOH Account
Atos Information Technology Inc.
05.2013 - 01.2016
College Instructor 1
AMA Computer College - East Rizal
07.2012 - 04.2013
Bachelor of Arts - Mass Communication
AMA Computer College East Rizal
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