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Career Summary

A multi-skilled IT manager with 13 years of broad experience, good all-round supervisory and technical expertise. Expertise in operations leveraging knowledge in computer networking, problem solving to provide exceptional technical user support and assistance in resolving conflict. Very capable with a proven ability to ensure the smooth running of daily operations systems and to provide IT services that will improve the efficiency and performance of a company. Diversified skills and knowledge in:

  • Client Relations
  • Client Training and Management
  • Recruiting
  • Project Management
  • Knowledge in technical terminologies with Active Directory, Microsoft Windows 2007/ 2003, Routers (WAN/ LAN), etc..
  • Cross Functional Team Leadership

Work History

20132016

Associate - Operations Manager

Goldman Sachs, Inc

Handling a team and ensuring that they are motivated monitored and measured in line with company targets and performance standards.  Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for global senior managers.

  • Provided oversight for IT operations with over 15 technical agents, global support desk, service calls and escalated problem resolution.
  • Strengthened the IT infrastructure through implementing new technologies and identifying potential issues.
  • Responsible for the recruitment and technical training of new staff and identifying KPIs.
  • Maintained documentation of changes regarding users and functions via internal knowledge base.
  • Recommended and implemented technological improvements and efficiencies.
  • Streamlined agent workflow and processes which resulted in 99% lower average handling time (AHT)
  • Oversee all systems installation, server reboots, Citrix updates, Microsoft Outlook vfiler maintenance with the goal of 100% uptime for the firm.
  • Trained and coached all IT staff members, developing teams and leaders to ensure that business value is maximized and IT goals are achieved.
  • Involved in ensuring that stakeholders in the firm are properly notified with new updates and implementation of local IT infrastructure, data centers, network systems and servers.
  • Led the initiative with coordinating with regional Asia-Pacific technology personnel to attend the monthly business continuity planning (BCP) ensuring risk is minimized in operations.
  • Successfully led the Goldman Sachs Internship Program for 3 years as the main project coordinator liaising with internal human resources for logistics, Windows account creation and technical training.
20102013

Team Manager

Goldman Sachs, Inc

Responsible for the day-to-day IT requirements of the company such as user management, trouble shooting, help and advise. Maintaining desktop applications, local area networks, IT security and telecommunications.

  • Monitor the work of each team member and be in touch in case of some issues.
  • Responsible for daily shift report and call management statistics.
  • Managed Investment Research full-time staff and assign the cases for timely updates for users.
  • Provided timely team report to upper management for the performance of the GIR team
  • Worked closely with the escalation team if required to meet SLA.
  • Assisted in developing documentation for current troubleshooting procedures.
  • Formatted final data analysis to respective managers for pro-active monitoring for multiples issues with users
  • Supported Asia Global Investment Research users and make sure that proper response has been provided with VIP clients.

Conducted interview for potential candidates for the team

20082010

Technical Support Analyst

Goldman Sachs, Inc
  • Support internal GS Asia Pacific users via e-mail and phone call.
  • Provides service through Active Directory – member groupings, account issues, software installations, etc
  • Examined Active Directory account for traders which Bloomberg version they require.
  • Provides Bloomberg/Bloomberg Anywhere and Reuters installation and configuration for workstation and mobile devices.
  • Gather, analyze and present qualitative data to provide strategic troubleshooting for future issues that users may encounter on Reuters issue.
  • Initiated installation of Bloomberg application for traders.
  • Analyzed Bloomberg installation problems for users to provide immediate resolution of issues.
  • Followed up with clients on findings for issues reported on Market Data cases.
  • Resolves MS Outlook 2003-2007 E-mail Exchange Server issues. System / Hardware issues.
  • Conduct competitive analyses to identify key issues that Goldman Sachs users encounters with regard with Reuters Xtra cases.
  • Prepare a timely report for overall breakdown of our performance with the team
20072008

Technical Analyst

Goldman Sachs, Inc
  • Administrative support for Citrix MetaFrame and NDS remote access.
  • Blackberry Enterprise Administrator support.
  • Administrative support for Secure ID token (RSA) ACE server.
  • Provisioning account admin for Blackberry, Citrix MetaFrame, RSA Secure ID, VPN, Fiberlink account, and Firmwide in house applications.
  • Administrative support for Point Sec, Data Encryption.
  • Onsite support to Firm’s mobile equipment such as Laptop and Blackberry device.
  • Secondary Level support for VPN and remote access Citrix users.
  • Ensures all faults reported were promptly identified and resolved accordingly to agreed Service Level Agreement and Key Performance Indicators.
  • Ensures a proper handover of outstanding cases to our virtual support team from NY and Canada.
  • Provides after office mobile support to firms regional office,
  • Utilized Internet website and database searches to identify issues for pro-active troubleshooting.
20052007

Technical Support Professional

Sykes Asia, Inc.
  • Primary support to all overseas and VPN/ Cisco remote clients.
  • Ensures all faults reported are promptly identified and res
  • Involved according to committed Service Level Agreement and Key Performance Indicators
  • Provide system administration for Cisco routers of clients.
  • Provide guidance to clients’ hardware & network problems.
  • Coordinate with relevant 3rd party vendors for rapid restoration of Customers’ network problem in order to ensure an integrated and uninterrupted service is maintained according to agreed WAN/ Local Work Instructions
  • Analyze call logging and tracking data, making recommendations for more effective user support. 
20032005

Product Support Representative

Link2Support, Inc. – Linksys
  • Support end-users with Linksys’ hardware wired and wireless technical issues
  • Provide resolution with advance Wireless Encryption issues
  • Help setup a local area network with users

Education

19992003

Bachelor of Science in Business Administration - Major in Computer Management

Colegio De San Juan De Letran

Thesis Project, “Information System in the Study of Astronomy” – Finalist in Best in Design Project

19951999

Claret School Of Quezon City

Secondary Education

Professional Development

2008                 Citrix \ VPN training

2008                 Active Directory Training \ Exchange server training

2006                 VPN – EVPN Training                                          

2005                 Management Router System Training                     

2005                 Special Applications Team (Level 2 support)           

2004 – 2005  Assistant Team Leader

2004                 ISO Training                                                   

2004                 Case Handling Training                                

2004                 Quality Assurance Training                        

2004                 Cisco-Linksys New Products Training        

2003                  Linksys & Network Everywhere Wireless LANS,

                           KVMs, HPNA and Powerline networking 

2003                 Linksys SOHO Local Area Networking