P: - (Philippines) E:- in: https://www.linkedin.com/in/edgardo-venegas-iii-38bb775/
EDGARDO VENEGAS III
PROJECT MANAGER | TECHNICAL SUPPORT ENGINEER
SUMMARY
Client-focused IT and customer service professional with over 13 years solid experience in handling complex medium to large scale IT projects and providing world-class technical support. A proven problem solver who delivers superb client experience.
CORE COMPETENCIES:
Project Management
Partner and Client Management
Agile and Waterfall Methodologies
Scrum Master Experience
Excellent Communication Skills
Task Prioritization and Organization
Effective collaboration across Cross-Functional Teams
Team Leadership
TECHNOLOGY PROFICIENCIES:
JIRA
Confluence
MS Project
MS Visio
MS Teams
MS Office Suite
SharePoint
IT Infrastructure (DB, Win, UNIX, Networks, Storage, Cloud)
Remedy
Clarify eFrontOffice
HP OpenView Service Desk Client
Windows environments
Exchange
Active Directory and Computer Management
Remote Desktop Protocol
WinVNC
PCAnywhere
Remote Assistance
Altiris
Cisco VPN
Nortel VPN Client
WordPress
HTML & CSS
HIGHLIGHTS:
Led and coordinated major projects resulting in the successful upgrading and decommissioning of systems and tools. This led to the removal of end-of-life, operational, and reputational risks for the organization.
Directed the Agile transformation of the Project Management Office by conducting training and migrating from obsolete to modern collaborative tools (JIRA), doubling the productivity of the whole team.
Client service is my passion, making sure to address the client’s needs and provide a great client experience
Advocate of “learning never stops”
Embraces challenging tasks and problems in a calm and confident manner and has a “can-do” approach. Seeking solutions excite me.
PROFESSIONAL EXPERIENCE:
HOME CREDIT CONSUMER FINANCE PHILIPPINES INC.
Senior Project Manager (May 2019 to December 2019)
Managed an 11-man team, aimed towards delivering multiple projects and initiatives under the Sales stream. Maintained working relationships with cross-functional teams: IT Scrum Teams, Risk, Sales Network, Back-office, and partners. Conducted daily and weekly stand-ups to ensure projects are on track, while providing coaching and mentoring to teammates.
Key Projects and Solutions:
Managed the Sales Network App project which was used by 7000+ Sales Associates across the country. Results were: +30% conversion of sales leads, improved productivity, and better attendance.
Introduced the Partner Portal project, which aimed to delight clients through: easier report access, request automation, and instant information downloads.
MACQUARIE OFFSHORE SERVICES, PTY
Workforce Manager (August 2017 to May 2019)
Handled all resource management requirements under the Banking & Finance Services group including but not limited to new roles, expiry management, and headcount forecasting.
Key Projects and Solutions:
Led the Agile Transformation project in migrating towards JIRA and Confluence; took on the role as the Scrum Master in conducting daily stand-ups and sprint sessions
Spearheaded process improvement by conducting a Value-Steam Mapping of all processes and created a more optimized flow, which resulted in saving 1 FTE
Maintained and supported Clarity Project Portfolio Management (a project management and time-sheeting tool) in resolving issues and concerns covering 1,000+ personnel
Conducted “Brown Bag Sessions” that equipped teammates with new learnings
CERTIFICATIONS:
Project Management Fundamentals Certification, Project Management Institute
Operational Excellence Fundamentals, Macquarie
ITIL Foundations in Information Technology - Service Management (ITIL V3)
Microsoft Certified Desktop Support Technician
Microsoft Certified Professional – Supporting Users Running the Microsoft Windows Operating System
Microsoft Certified Professional – Supporting Users Running Applications on Microsoft Windows
Project Management Professional (PMP) Certification – In Progress
EDUCATION
Bachelor of Science
Management Information Systems
Ateneo de Manila University (2004)
PROFESSIONAL EXPERIENCE CONTINUED:
Technical Project Manager (November 2013 to August 2017)
Managed and coordinated multiple enterprise-wide projects. Remotely assisted the program manager in some projects. Led sprint stand-ups and Scrum meetings / sessions.
Key Projects and Solutions:
Upgraded and decommissioned Control-M across the entire enterprise, resulting in stable job-scheduling whilst removing risks of the old product
Managed the Manila team to upgrade Remedy to version 7, a ticketing tool, which resulted in the reduction in application downtime
Successfully implemented the upgrade to Cisco RequestCenter which benefited 15,000 employees
Decommissioned HP services (HP Footprint Reduction) and accomplished the onboarding of the Splunk Monitoring Tool which streamlined multiple programs into one
Spearheaded the Bitesize Academy initiative – a team that disseminates one-pager tips and tricks; brown-bag learning sessions, and various tech forums across all technology teams
Remote Desktop Engineer - Client Support (September 2011 – November 2013)
Supervised a team of 8 Level-2 Remote Desktop Support personnel and managed the ticket queue. Investigated and troubleshooted escalated and complex tickets and issues via remote assistance and screen-sharing
Key Achievements and Major Contributions:
Conducted Technical Downloads to both Level 1 and Level 2 teams
Led the knowledge base migration to Confluence resulting in faster queries
Co-created and maintained the Service Desk Portal
Constantly updated the resolution documentation and knowledge base
Service Desk Analyst (April 2009 – August 2011)
Performed troubleshooting and walk-throughs for internal clients. Acted as Level 1 support through calls, and emails and live chat.
Key Achievements and Major Contributions:
Conducted training modules, presentations, and technical review sessions for the Service Desk team
Created an engagement process for handovers and escalations across the engineering/infrastructure and business-related support teams
HEWLETT-PACKARD ASIA-PACIFIC
Remote Desktop Engineer
(October 2006 – March 2009)
Performed Incident Management by providing Level 2 support. Reported on trend analysis and root cause analysis on incidents and recommended areas of improvement to reduce numbers of tickets logged
Key Achievements and Major Contributions:
Mobile Technology Owner – trained the team with the basics on mobile and support / troubleshooting; performs Root-Cause-Analysis (RCA)
Learning and Development Process Owner – In charge of Technical and Soft Skills training for the team; managed certification acquisition and coached the career roadmap of the team
OTHER RELEVANT EXPERIENCES:
E-Commerce
Built and managed three e-commerce sites: two via WordPress, one via Shopify
Knowledgeable in HTML and CSS
