Jimmy Mondonedo

 JIMMY MONDOÑEDO City Address: 61-B Masaya St, Gulod, Novaliches, Quezon City Provicial Address: #304 Steelway, Calumbaya, Bauang, La Union Contact Number: - E-mail:- WORK EXPERIENCE October 2021 to Present EJF Plumbing and Maintenance LLC Virtual Assistant/Scheduler Coordinates contract maintenance staff including cleaning services, electricians, plumbers, and HVAC providers Manages submitted work orders and communicates with tenants and internal departments Handles purchasing of cleaning supplies, equipment, and other maintenance items while adhering to budget requirements Prepare reports, assist in collection, and file records. Supports maintenance supervisor or technicians with administrative tasks January 2019 to October 2021 SMITS, Inc Service Delivery Head – IT Managed Services Inc. Covers an on-site IT support for desktops, laptops, printers, projectors, and UPS Includes hardware management Software management IT asset management Vendor management Coordinates to other IT resolver group Leads groups of Service Engineers (SEs) deployed nationwide in delivering IT services to clients without delay Ensures that the SEs are responding to service requests and incidents on a timely manner Monitors ticketing tool to ensure that all requests and incidents are being attended Calls out for long pending and long active tickets Supports service engineers for high level user concern Approves hardware evaluation reports for possible replacements Requires service engineers to send daily activity report Ensures that SEs are updating the devices not complaint to company policies Updates client’s IT assets inventory movements Validates hardware issues for vendor assistance Validates software issues for other IT team’s assistance Coordinates to client’s POC for urgent concerns and requests Sends accurate monthly ticket report to client Monitors attendance and evaluates SE performance Receives daily report from SEs away from head office for attendance validation Requires SEs monthly attendance report validated by security guard on-duty Manages schedule rotation and reliever on PTO Approves official business travel for the SEs Approves PTO and DTR Approves OTs Makes random calls to clients for service feedback Coaches SE to improve skills and lapses Writes Notice to Explain (NTE) for neglect and acts against company rules and regulation Updates SEs with the current management updates Leads team’s participation to company’s activities. Evaluates SE skills Provides annual evaluation Evaluates SE for regularization Provides feedback for additional technical training or soft skills training Sends monthly ticket report to management Sells services to clients Prepares IT Service Agreement form for out-of-scope requests Prepares business proposal for interested party in coordination with the Account Manager Prepares quotation for out-of-scope hardware replacements Sends billable services to the Finance department Prepares services rendered for billing Validates billing statement before invoicing Validates device count per business unit and sends total amount for billing Routes Service Agreement form for signature prior to invoicing. Tracks accounts billable and receivables for team’s reference Sends monthly revenue update for team’s monitoring October 2018 to Janunuary 2019 Wipro Philippines Service Desk Team Lead – Novartis Pharmaceutical Responsible for managing team of associates, currently handling 18 FTEs Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues and service problems, coordinates escalations, assess customer’s needs Hosts weekly Operations reports to Client Analysis of reports including process dashboards and team performance reports, initiate appropriate action plans and trainings Motivating associates through effective management, career development and implementation of reporting mechanisms Keep oneself and ensures one’s team is updated, aware of, and compliant to all company policies and procedures which include Information Security Management Systems Responsible for all risk management and compliance activities March 2016 to October 2018 Wipro Philippines Service Desk SME – Novartis Pharmaceutical Ticket coordinator, responsible in managing all the tickets to be kept within SLA. Floor support, provides second level troubleshooting and answers escalation calls. Handles 12-19 FTEs in the absence of the Team Lead and functions as a POC for backlog and escalated tickets Provides feedback to agents to ensure key performance metrics are met and process compliance is of a hundred percent Actively part of Incident management team who is responsible for P1/P2 ticket to ensure no breaches will be committed and send communication updates to clients about the reported P1/P2. Communicates to Resolver group to provide and get new process update Represents Wipro Service Desk in Novartis Development (Program Blue) Providing important information to update the Knowledge base tool (KMP) by means of gathering all the information and feedback from both our Process users and Clients. January 2016 to March 2016 Wipro Philippines Service Desk Analyst – Novartis Pharmaceutical Record user service requests/incident classifications as tickets in the Service Desk software solution (Service Now) Perform accurate incident classification and categorization of reported incidents. Provide initial troubleshooting and support with the goal to provide resolution of reported requests and restorations Resolves technical problems and answers queries through phone, web and chat in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems Performs first contact resolution for user service restorations Utilizes remote desktop takeover tools, as appropriate, to assist in the resolution of service restorations/requests Contributes articles to knowledge base tool and functionality to support IT Service Desk team in resolving and proper handling customer issues Adhere to SLAs/Objectives for Customers May 2011 to January 2015 Convergys Phils SME – HP inkjet Floor support, provides second level troubleshooting and answers escalation calls not limited to the team Handled 12-21 FTEs in the absence of the Team Manager Perform Quality monitoring for each Agent on a weekly basis to ensure the Client’s requirement are met Monitor and maintain all the Client given metrics: Q.A., AHT, DSAT, Detractors, NPS, RevGen and RCA Monitor ticket hygiene, ensures to keep the ticket within SLA, FCR and Callback Commitment Provide Coaching and Feedback for agents and do performance monitoring Account’s backup MOD, ensures enough headcount to receive projected calls per interval, provides hourly AHT report, EOD RevGen report April 2008 to April 2011 SiTel Phils Yahoo Escalations – AT&T DSL Provide advance troubleshooting Submit tickets to report unresolved issues by L1 Home networking resolution specialists Floor support July 2006 to February 2008 Monticello International College Group Adviser – ESL Dept Ensures scheduling of teachers Sends weekly academic progress report to the students’ parents. Organize monthly department plans Provides feedback to students and teachers Provides monthly supplies expense summary. Monitors teachers attendance September 2005 to February 2006 ClientLogic Phil Level 1 support Reports to office during scheduled working hours Team work promoter Maintains and improves results by adhering to standards and quality guidelines TRAININGS AND SEMINARS ATTENDED Data Privacy Level 1 Training for DPO and COP – SMITS – Aug 2020 AutoDesk – SMITS – Oct 2019 O365 Admin – Wipro – November 2018 Deployment Through SCCM – Wipro - August 2018 Influential Leadership / Performance Management – Wipro – February 2018 ITIL Basics – Wipro – May 2017 Management training - Convergys SM North-HP IPG – 2014 Quality Customer Service - Convergys SM North -2013 Home Networking – 2009 –Sitel Baguio and Convergys SM North EDSA - 2012 EDUCATIONAL ATTAINMENT College – 1995 to 1999 Centro Escolar University Bachelor of Science Tourism SKILLS Possess interpersonal skills, can relate well with people at different levels in a business organization Excellent verbal, written communication and presentation skills Very good analytical skills Capable to exercise managerial judgment and perform as a mentor Computer Hardware, Networking, Programming and Troubleshooting Strong Knowledge in Win 7 / Win 8 / Win 10 Operating Systems Resourceful and willing to take up challenges in the work place. HOBBIES Swimming Watching TV Billiard PERSONAL DATA Age: 45 years oldSex: Male Birthdate: May 15, 1978Status: Married Birthplace: Borbon, CebuHeight: 5”3’ Parents: Bienvenido S. MondoñedoWeight: 64kgs Angelita R. Blanquero CHARACTER REFERENCE Jeffrey Mendoza – Service Delivery Head - SMITS Jay Patulot – Project Manager – Cognizant - Diwash Chhetri – Incident Manager – Wipro -