Grel Vanelli Vergara

GREL VANELLI VERGARA CONTACT DETAILS - Santa Rosa, Laguna- EDUCATION About Me Strategic and results-driven IT Management Professional with extensive experience in IT operations, infrastructure management, and enterprise system optimization. Proven expertise in leading cross-functional teams, implementing scalable IT solutions, and driving operational efficiency in complex business environments. Skilled in IT service management (ITSM), ERP (SAP-ERP), enterprise application support, and cloud infrastructure. Adept at project management, incident resolution, and process automation to enhance system reliability, security, and performance. Proficient in SQL database management, CRM platforms (Gorgias, HubSpot, Salesforce), and e-commerce technologies (Shopify). A proactive leader committed to leveraging technology to drive business continuity, innovation, and long-term growth. BS Accountancy Pamantasan ng Lungsod ng Maynila- Juris Doctor Arellano University School of Law 2023 - Present French Language Alliance Française de Manille 2023 SKI LLS IT Management Crisis & Incident Management Team Management Work Experience March 2021 – October 2024 Customer Support | E-commerce | Technical Support Freelance/Upwork Managed customer support operations for various clients across industries, optimizing workflows using CRM platforms (Gorgias, HubSpot, Salesforce). Led e-commerce operations on Shopify, ensuring accurate product listings, order fulfillment, and customer engagement. Provided real-time customer and driver support across multiple communication channels, efficiently handling escalations and improving service responsiveness. Supervised high-end client service teams, delivering luxury travel, concierge solutions, and operational project management. Developed dashboards for tracking customer requests and streamlining communication. Delivered Tier 2 technical support for enterprise applications, including Microsoft Office, SAP-ERP, and SQL database management. Managed incident escalations, ensuring quick resolutions and improving customer experience. Vendor & Stakeholder Management March 2022 - October 2022 Project & Change Management Application Support Analyst Training Thomson Reuters Coaching LANGUAGE & DI ALECT English Hiligaynon Cebuano/Bisaya Specialized in SQL database management, performing advanced troubleshooting and optimization. Provided technical support for enterprise applications, ensuring seamless integration with SAP-ERP systems. Collaborated with development and infrastructure teams to enhance database performance and implement long-term fixes. Assisted in IT infrastructure management, ensuring high availability and security compliance. Conducted training sessions on SQL database best practices and application support methodologies. TRAI NI NG & SEMI NAR Work Experience January 2020 - October 2020 Six Sigma White Belt Training APJ Information Technology Support Team Lead CISCO Routing and Networking Sophos Computer Security Pte Ltd ITIL V3 Agile Project Management (LinkedIn) HOBBI ES & I NTERESTS Travel – Explored various destinations across the Philippines and internationally (Japan, Korea, Vietnam, Singapore, Malaysia), gaining cultural insights and adaptability. Freediving – Enthusiast in underwater exploration; currently improving swimming techniques to enhance skills. Carpentry – Skilled in DIY projects and woodworking, demonstrating creativity and problem-solving. Baking & Cooking – Passionate about Led IT infrastructure management across the Asia-Pacific region, ensuring system reliability, security, and performance. Oversaw the deployment, maintenance, and optimization of enterprise IT systems, including SAP-ERP, ensuring seamless business operations. Implemented and maintained network security protocols, enhancing cybersecurity measures such as firewalls, intrusion detection systems (IDS), and endpoint protection. Spearheaded the transition to a remote work infrastructure, deploying VPNs, remote access solutions, and security configurations to support business continuity. Provided technical leadership in server management, IT infrastructure enhancements, and network security, ensuring minimal downtime and high availability. Designed and conducted IT training programs covering network security best practices, SAP-ERP administration, and infrastructure support for regional IT teams. Optimized IT support workflows, streamlining incident management processes and reducing resolution times by 30% through proactive system monitoring and automation. May 2017 - January 2020 Technical Support Lead GoPro Philippines Supervised a global support team, troubleshooting GoPro products and software. Established SOPs, reducing manual workload by 40%.Directed multilingual support expansion, improving efficiency and customer satisfaction. October 2016 - May 2017 experimenting with recipes and creating Technical Support Specialist homemade dishes. GoPro Philippines Coffee Making – Enthusiast in brewing techniques and exploring different coffee beans and flavors. Reading – Avid reader of various genres, enhancing critical thinking and knowledge. Delivered technical support to customers by responding to inquiries and resolving issues related to GoPro products. Worked closely with team members to provide efficient and effective solutions, ensuring a positive customer experience. Assisted in improving internal processes and expanding the knowledge base to boost team productivity and service quality. March 2016 - June 2016 IT Service Desk I2S Business Solutions Diagnose and resolve IT-related issues, including hardware, software, and financial applications. Manage service requests, user access, and escalate complex problems as needed. Ensure compliance with IT security policies and maintain accurate incident records December 2011 - July 2015 Global Helpdesk Thomson Reuters Inc Managed Active Directory tasks, including user account creation, password resets, and group policy configurations. Supported a wide range of enterprise applications, including ERP, CRM, and productivity software. Diagnosed and resolved network, printer, and hardware malfunctions, ensuring minimal downtime. Assisted in maintaining IT infrastructure, ensuring security updates and system compliance. Other Work Experience October 2010 - November 2011 Technical Support Representative IBM Daksh December 2009 - June 2010 Subject Matter Expert/Technical Support Infosys BPO May 2009 - November 2009 Technical Support West Corporation May 2009 - November 2009 Technical Support West Corporation January 2009 - May 2009 Technical Support TeleTech June 2007 - December 2008 Quality Analyst/Benefits Processor Manulife Data Services Inc. May 2006 - May 2007 Quality Analyst/Benefits Processor Accenture January 2005 - October 2005 Purchasing Clerk Tropical Hut Foodmart Inc.