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Work experience

Jan 2014Present

IT Supervisor

  • Manage the Capacity Management Program of NCR's Global Technology Infrastructure and Operations
  • Supervise the Network Operations Center - both Level 1 and 2
  • Provide leadership and direction to Network Operations Center's staff that are responsible for uptime, distribution, customer access network elements and related interfaces.
  • Provide leadership and coaching to Cebu NOC team with Level 3 and 4 skill set.
  • Review training needs and development plans for Cebu NOC
  • Implement tools and procedures to simplify engineering activities
  • Leverage existing assets to assist operational efficiency
  • Support Core Network implementation and various projects
  • Attain KPIs, implement standards and ensure compliance
  • Focus on continuous improvement for Incident/Problem Management, Monitoring and Capacity Management
  • Engage and collaborate with Architecture, Engineering and Infrastructure groups to drive improvements that will drive the high availability of the network, as well as improvements around timeliness and quality of resolve technical support issues.
Sep 2011Dec 2014

Team Manager - Financial Services

  • Cencon 4 Software Installation and Set-up for Australia and Singapore
  • Created Processes and Procedures for OTC support covering requirements for Australia and Singapore
  • Facilitated the introduction of the DBA function here in Cebu – handles the Gasper Database
  • Facilitated the Gasper training for operators to create the reports as per account requirement
  • ES tester and represented Cebu for the initial implementation of ES – identified the system resource issue that had caused the failure to integrate ES immediately to all PCs which were used by the Services Operators
  • Handles and represents Cebu for all DR implementation
  • CISCO – facilitated the set-up for all PCs and Laptops for the capability to access the back-up server and orientation for operators
  • GEMS – OTC capability to continue operation using Cencon 2 (system use prior to Cencon 4 upgrade)
  • Set-up the OTC support in Cebu and handled the training for operators – support Australia 100%
  • Created system to identify multiple FLM visits –
  • validates the decision for AMC to send FLM
  • validates the charges for the repeat visits
  • Uses EDW for analysis of the Account’s Performance Availability
Jan 2004Sep 2011

Team Manager

  • Supporting Technical Support Representatives real time needs for both technical and process related issues;
  • Acted as back up for Sykes Global Command Center – managing the center’s support capability real time;
  • Provide coaching and feedbacks to improve and/or maintain both Individual and Team metrics;
  • Reviews and/or Disputes Second Tier’s infractions;
  • Revised and prepared procedures for the account’s Standard Processes;
  • Created the Contingency plans for the DSL Experience account; assisted other accounts for the completion of the required supporting computations;
  • Monitor 3 months consecutive agent performance to identify bottom performers and Power Team member candidates;
  • Handled bottom performers with the main goal that these agents will pass if not exceed the account expectations within a month;
  • Mentor Team Lead candidates and/or agent candidate for promotion;
  • Orient new Team Managers on the account’s Processes and Procedures as well as the Day to Day Task of a Team Manager.
  • Manages a team that is supporting the whole 22 State for Technical Support;
  • Monitor team schedule so that the switch of LOB will not be having a negative effect on the individual scorecard
  • Summarize report so that team performance will be identified on a daily basis
  • Trained team members on common task to prepare them for future promotions
  • Identify bottom parameters of the Key Process Indicators then prepare Individual and Team Action plans;
  • Make sure that the team Visual Communication Board is updated daily;
  • Analyze reports to identify area for improvement and team bottom parameters;
  • Prepare daily update for the team 15mins huddle;
  • Orient the team on how to identify root cause by using the 8 Discipline Principle
Nov 2004Jan 2005

Technical Support Representatives

  • Provide high level and quality technical support to the customer of the client;
  • Follow processes and procedures as mandated by client;
  • Documents and Follow callback procedures;
  •  Uses the CMS and familiarize account requirements via the Agent Facing Support Sites
Jan 2000Aug 2001

Purchasing Officer

UT Automotive Phils., Inc
  • Completed the processes and procedures to centralized the function which was separately handled by two plants;
  • Enhance effectiveness and efficiency of the over-all functions basing on the requirement of QS9000/ISO9002 standards;
  • Facilitated the localization and purchases of imported materials, parts, equipments and other requirements with the help of the company’s engineers from the Philippines and abroad – Six Sigma Project;
  • Created a system for the updates of the order status both for incoming and outgoing;
Feb 1996Jan 2000

Continuous Improvement Coordinator

UT Automotive Phils., Inc
  • Handles employee involvement and incentive scheme;
  • Administer the cost saving program of the plant;
  • Set- up the guidelines for Quality Circle and Quality Teams;
  • Reviews and evaluate potential of projects then coached teams for National competition;
  • Steering committee of ACE/COMPASS – the group which focused on the study for improvement in quality and productivity encompassing all areas of the plant.
  • Member pool of trainers;
  • Certified Internal Auditor for QS9000/ISO9002.
Aug 1995Feb 1996

Maintenance Clerk

UT Automotive Phils., Inc
  • Maintained the AS400 system - Maintenance Management System;
  • Provide trainings to all maintenance personnel and plant supervisors;
  • Updates the system to show complete equipment data covering the repairs done and inventory needed for spare parts;
  • Prepares the department’s annual budget;
Feb 1995Aug 1995

Communications Operator

  • Systematize the computation for employee calls vs the total company bill
May 1994Jan 1995

Receptionist/Secretary - Sales and Marketing

  • Maintain and systematize the releasing of the product pricelist, samples and inventory records
  • Review sales vs stock movements 
  • Organize marketing and promotional activities
Jun 1993Apr 1994

Computer Teacher – Elementary and High School

  • Pioneered the teaching of computer subject in the school
  • Created the syllabus for both Elementary and High School computer class
  • Computerized the releasing of school clearance



Diploma for Professional Education

University of San Jose-Recoletos
  • A special curriculum for degree holders who wants to take the Teacher's Licensure Exam that would enable the graduate to teach.
  • Passed the Licensure Exam for Teachers - 2003

Bachelor of Science in Industrial Engineering

University of San Jose-Recoletos
  • Decided to take up additional credits in this field to understand the workplace environment.
Jun 1989Oct 1993

Bachelor of Science in Computer Science

University of San Jose-Recoletos


Financial Remote Monitoring
  • Provided the ES orientation for the team during the initial implementation
    • this is the tool being use to create a work order for repairs that will be handled by Costumer Engineers
  • Converted raw data to excel for analysis and history review of ATM's downtime
  • Fundamentals of Performance Management
  • Managment Excellence Program in Action
  • QS9000/ISO9002 Documentation and Data Control
    • Internal Audit
    • Implementation
  • Failure Mode and Effect Analysis
  • SPC
  • 8 Discipline
  • QC Tools
  • Total Productive Maintenance System and Procedure
  • Kaizen
  • Poka Yoke


  • Teacher Training Programs
  • Trainer's Training and Training Preparation Techniques
  • EH&S Trainings : Emergency preparedness and Risk assessment workshops; Environmental Preservation; Lock-out/Tag-out, Fire extinguisher usage training; Gender sensitivity - Anti sexual harassment; Health Lectures; 5S in Housekeeping; Basic First Aid; and Ergonomics
  • Leadership Trainings :  
    • Asset 1 and II
    • Leadership in Transition
  • IE short courses: Quotation Training; Basic CAD; Total Preventive and Productive Maintenance; and Value Engineering/Value Management