James Anthony Baylon

James Anthony G. Baylon Rosello’s Road, Nasipit, Talamban, Cebu City, Philippines 6000 Mobile #:- Email:- Skype: James Anthony Baylon Linkedin Profile: www.linkedin.com/in/james-anthony-b- Education: College: Bachelor of Science in Industrial Engineering Graduated 2004 University of San Carlos Cebu Institute of Technology Cebu City, Philippines Associate in Computer Science Graduated 1999 University of San Carlos Cebu City, Philippines Trainings and Certifications: Certified Lean Six Sigma Greenbelt Project Management – SAS Management Leader Builder (April 2018, Lexmark R&D) Communicating for Leadership Success – DDI (July 2018, Lexmark R&D) Coaching for Peak Performance – DDI (July 2018, Lexmark R&D) Functional Trainer’s Development Program ( Lexmark R&D) Management Pipeline Development Program ( Lexmark R&D) Lean Management Training ( Lexmark R & D, 2015) Red Cross First Aid certified (Lexmark Research and Development) Project Management training for Business Analysts Business Analyst training for Software development. Technical Skills: MS Office applications and Mac OS environment Basic knowledge in Office 365 administration Basic knowledge in computer networking Computer operations, software installation and troubleshooting Work Experience: Technical Lead – Worldwide Level 3 Software SupportJune 2018 – October 2018 Technical Support Center Lexmark Research and Development Cebu Business Park, Cebu City Key Responsibilities: Manages the worldwide Level 3 support team for Hardware and software. Handles escalations and collaborates with Lexmark Product Engineers, Service Delivery team and other Departments for issue resolution. Process design and improvement Project management Assists the operations Manager for the deliverables and team management. Coordinate with other departments to address customer concerns from technical, Managed Printing solutions and Service Delivery. Team Lead – NA Laser Cross-trained TeamNovember 2017 – May 2018 Technical Support Center Lexmark Research and Development Cebu Business Park, Cebu City Key Responsibilities: Manages a team Cross-trained Level 1 agents, Level 2 and World-Wide Level 3 team (Hardware and Software). Making sure that SLAs are met on a daily basis Conducts daily huddles, Gemba walks, coaching sessions and meetings with the management team. Measures and manages team performance. Monitors schedule adherence like leaves, breaks, lunch and plotted schedules. Monitors issues and addresses escalations in a timely manner. Identifies process gaps and drafts proposals accordingly. Additional tasks: Service Now ticketing Key uses for Technical Support Center Lean Transformation contributor Helps create undocumented processes into a Standard Work. Process owner for Open Ticket management process. Technical Support Consultant (Home based)October 2017 – Present Enigma Digital Ltd. 30 St Paul's Square Birmingham United Kingdom Key Responsibilities: Provides technical support assistance to Enigma Digital customers via phone, email and chat. Assists in conducting training to newly hired technical support representatives. Help create processes and documentation. Software testing for Beta releases and documents results. Team Lead – NA Laser Software SupportAugust 2015 – October 2017 Technical Support Center Lexmark Research and Development Cebu Business Park, Cebu City Key Responsibilities: Manages a team of Software specialists, enforcing Lexmark’s core values within the team. Making sure that SLAs are met on a daily basis Conducts daily huddles, Gemba walks, coaching sessions and meetings with the management team. Measures and manages team performance. Monitors schedule adherence like leaves, breaks, lunch and plotted schedules. Monitors issues and addresses escalations in a timely manner. Identifies process gaps and drafts proposals accordingly. Highlights and Additional Tasks: Manager’s Appreciation Awardee – Q1 Rewards and Recognition 2017 Top Team Lead – Q3 and Q4 Rewards and Recognition 2016 ServiceNow Super-user process owner for NA Tech Support Center Product Specialist – NA Laser Software SupportFebruary 2015 – July 2015 Technical Support Center Lexmark Research and Development Cebu Business Park, Cebu City Key Responsibilities: Provides real time support to a group of Software Specialists. Conducts refreshers and Gemba walks within the Software support area. Handles escalations. Conducts weekly huddles to discuss tech updates and current challenges. Product Trainer – Laser SoftwareSeptember 2014 – January 2015 Technical Support Center Lexmark Research and Development Cebu Business Park, Cebu City Key Responsibilities: Conducts technical training to new hires. Provides progress reports of the trainees to the Manager. Crafts training modules. Case Controller – Laser Support TeamJanuary 2014 – August 2014 Technical Support Center Lexmark Research and Development Cebu Business Park, Cebu City Key Responsibilities: Monitors all pending tickets and provide ticket updates on a daily basis. Handles ticket endorsements for callback from other teams. Provides daily open tickets report to the management. Laser Software SpecialistAugust 2013 – December 2013 Technical Support Center Lexmark Research and Development Cebu Business Park, Cebu City Key Responsibilities: Provides a world-class customer support to Lexmark customers specifically on Software related concerns such as Networking, Scanning, App installation/setup, Faxing and troubleshoots issues related to Lexmark products. Contributes steps to improve processes and knowledgebase articles. Technical Support – Worldwide InkjetJune 2012 – July 2013 Technical Support Center Lexmark Research and Development Cebu Business Park, Cebu City Subject Matter Expert/Product TrainerOctober 2008 – June 2012 HP/Palm Web OS Sykes Asia Inc. F. Cabahug st. Mabolo, Cebu City Key Responsibilities: Provides real time support to Level 1 agents. Conducts refreshers and Gemba walks within the Software support area. Handles escalations. Conducts weekly huddles to discuss tech updates and current challenges Conducts training and refreshers to newly hired employees and tenured level 1 agents. Highlights: Conducted product training in High Tech City, Hyderabad, India Conducted product training in Sykes Manila Technical Support Representative October 2006 – October 2008 HP/Palm Web OS Sykes Asia Inc. F. Cabahug st. Mabolo Cebu City Quality Assurance SupervisorMarch 2005 – October 2006 Shooters Arms Manufacturing, Inc. Mandaue City Key Responsibilities: Manages a group of quality inspectors, enforcing company policies and standards. Ensures that all the product specifications are met. Helps in designing ways to improve the product and processes. Ensures that targets are achieved on a daily basis. Production Controller – Wood Machining SectionOctober 2004 – February 2005 Berben Wood Industries Tipolo, Mandaue City Key Responsibilities: Manages a group of quality inspectors, enforcing company policies and standards. Ensures that all the product specifications are met. Ensures that targets are achieved on a daily basis. Contributes ideas in improving processes. Personal Profile: Marital Status: Single Height: 5’7” Religion: Roman Catholic Nationality: Filipino Character Reference: Brian Delgado Operations Manager Technical Support Center Lexmark Research and Development Mobile num:- Donny Recto Operations Manager Technical Support Center Lexmark Research and Development Mobile num:- Dave Toledo Associate Manager Accenture Mobile num:-