Cyrene D. Maravillas

- CYRENE D. MARAVILLAS SERVICE DELIVERY; ITSD LEAD; CLIENT SERVICES MANAGEMENT -Unit-D Pina Colina Purok 24 Francisco, Brgy. Francisco, Tagaytay City 4120, Cavite, Philippines About Me An experienced I.T professional with years of experience of direct client engagement. With background of Project Management, Service Delivery and Operations Management. Expertise in technical support, customer relations and quality assurance for both internal and external clients. Experience Burberry UK - System Rapid : 2021 - 2022 Information Technology ITSD / Sharepoint Administrator – Project Based – WFH ITSD support for Burberry Employees primarily assigned to perform Accounts Management. Provided phone support for IT needs of employees. Fullfillment of EOD, EOW, EOM report. Author for process documentation for the support group. Provided training for new staffing. Perform staff management. Performs as Sharepoint Administrator. IOCALLAB :- IT Service Support Manager/Operations Manager - Project Based – WFH Performed full planning, preparation of this start-up remote contact center from ground zero to deployment of staff. Performs lead generation for client scoping for the company. Facilitated and lead client meetings. Built proposal documentation for clients. Performed scoping, budget allocation for Software and Hardware needs of the company. Frontline contact person for support groups and head IT Team for the company. Performs team management, process write-ups, and scheduling, monitoring, performance reports. Head client EOD, EOW and EOM Meetings with prepared business reports. Perform interviews for potential staff and managed HR files. Primary and Manager for Company Social Media Marketing. Lead the team for product scoping and deployment of staff for new clients. Techno Global Team Australia : 2018 - 2019 I.T/Sales Manila Team Lead/Service Delivery Supervisor (2 Signed Roles) Performing Operations Management Counterpart for Manila. Experience with Client Service Management. Performing 2 roles with COE. Manages staff of 12 includes Network Engineer, Web Developer, Desktop Engineers, IT Procurement that provides support to companies in Australia. Performs Process/Document Repository Administrator. Oversee day-to-day operation. Monitor team performance and report on metrics and provides coaching. Creates team budget and proposals. Prepares reporting for Manager and Company Owner. Follows ITIL Project Management guidelines. Projects and plan continuous improvement for organization. Ensure that changes implemented will make positive impact to organization Communicates to client of current situation, future action plans and projects that could help improve the organization. As Service Delivery Supervisor performs appointment setting and scheduling of support to ensure that all jobs are resolved with urgency. Makes sure that all jobs are attended to on date appointed. Provides clear instructions for real time resolution to engineers. Provides assistance in monitoring queue of all engineers. Assuring client commitment and driving the delivery process by working collaboratively with all staff. Served as the primary escalation point to the Global Service Desk. Assisted the client's IT executives and other senior management as appropriate in their planning activities as required. Assisted the client's IT executives and other senior management as appropriate in their planning activities as required. Managed and drove all services through the adoption and implementation of ITIL processes and procedures. Bosch Service Solutions :- Team Lead CFM Lufthansa During employment used as school OJT to graduate College IT. Manages CS Support for Lufthansa Airline Associate. Head POC for Outsourced associates. Oversee day-to-day operation includes allocating of tickets/cases to staff. Monitor team performance and report on metrics. Recognize high performance and reward accomplishments. Handled the BLTF Project for accomplishment of thousands of tickets for closure. Louis Berger : 2015 - 2017 Senior Desktop Engineer Supervisor / Sharepoint Administrator Launched start-up team for ITSD in Manila. Create documentation for IT and Procurement Process for the company. Manages L2 Desktop Technicians that provides IT assistance to Louis Berger employees. Manages Office 365 Account Creation. Planning and implementation of Global Service Desk transition and process building. Leads the Accounts Management Team in creating/terminating accounts for Louis Berger employees. Manages and creates Quality Assurance process. Manages hardware inventory for the IT Equipment for Manila. Serves as level of escalation for critical issues and ensure that incidents and requests are responded within the SLA. Creates Global Services Support Performance Report to Associate Director. Performs as Sharepoint Administrator for employees and 3rd party vendors for accounts in Exchange, ADUC and O365. Creates account via O365. Handles account migration and assigning of licenses to user's account. Cambridge University Press Digital Services Cambridge LTD. ROHQ : '14 - '15 I.T Service Desk Analyst Infrastructure and Support I.T Service Support for Cambridge University for Press Employees. Access for AD, Network, Lotus Notes, Mailbox creation, Outlook, Office 365, SAP Account Creation, JIRA, Hardware and Software technical assistance for both APAC,EMEA,US Regions including local onsite support. Supervising team and provide evaluations, conduct team huddles for continuous improvement. SIEMENS - ATOS Philippines Inc. : 2007 - 2014 I.T Service Desk/Retail Specialist Customer Solutions Specialist (TOSHIBA) Level 1 Service Desk (HARRAHS /CAESARS Entertainment) - Pioneer Team I.T Service Desk (Towers Watson) I.T Service Desk/I.T Retail Specialist (Nike International) From Customer Solutions Specialist promoted to L2 ITSD providing support for both end users external clients and internal employees of known companies worldwide. From providing support to managing team and handling WFM and TQP for teams compliance in performing and fulfilling required SLA. Expertise Skilled user for Software: Lotus Notes, IT Security Admin., ADUC, Siebel, ITSM, Remedy, Clarify, Putty, AS400, VPN (provided Troubleshooting Support for the applications), SCCM, Blackberry Support, FOPE, MS Office, IE8 and IE10, SAP Account Creation & JIRA. Micros, Infogenesis, Table Touch, Roulette, POS Terminals. Experienced in PC, POS Deployment and re-imaging. Administrator for O365, Exchange, Alloy ticketing tool, Service Now, and Lync/Skype for Business, Basic ERP/Deltek support skills. Basic knowledge with JAVA and VB.NET, HTML, PHP, LEAN Trainee, Basic skills in MS Visio. Information Security and Risk Management; High level of English proficiency. With well-trained abilities for Training, RTA, Team Lead, Management and Business Development roles. Awareness for company’s requirement for INFORMATION SECURITY Education Other Skills Reference 2004 Pines City Colleges BS NURSING 2005 Northern Quezon Cooperative College Nursing Aide (Vocational) With Medical Mission and Dental missions affiliate. Claro M. Recto Hospital Assist 2018 STI College Tagaytay Graduate of 2 - Year Information Technology (IT) with Mobile Applications Managed own business Salon (family business) Professional Hair and Make-up Artist (own business) - Queen C HMUA Tagaytay Managing Hotel and Restaurant as Head Administrator. - Reavilla Resort & Reavilla Campsite Managing own restaurant - Wingyard Bistro Tagaytay Social Media Marketing. Managing multiple Social Media and Google sites for different business. Available upon requests.