John Mark Cleofas
(- –-- linkedin.com/in/john-mark-cleofas-1b32681a6/
About Me
Highly motivated and results-driven IT professional with a proven track record of success in end-to-end delivery
management and cross-functional team collaboration. With 7 years of experience in the industry, I possess a strong
understanding of IT Service Management, Customer Success, and Employee Engagement. My ability to effectively
manage complex client requirements, ensure SLA compliance, and drive operational excellence has been a key factor in
my success. My expertise in stakeholder management allows me to quickly identify and resolve complex issues, and my
passion for staying up to date with the latest technologies ensures that I can always bring new ideas and solutions to the
table. I am eager to join an organization where I can continue to grow and make a significant impact.
Experience
Senior Cloud Service Manager
OpenText | Makati City, National Capital Region (NCR), PH
01/2022 - Present
Experienced IT Service Manager with 7 years of experience leading end-to-end delivery for large-scale enterprises.
Adept at implementing effective IT processes and procedures, and leading cross-functional teams to deliver
technology solutions that drive business growth.
• Manages the overall service delivery of multiple customers, engaging with key stakeholders to make sure MAC
work requests are delivered within the SLA target.
• Developed and implemented technology strategies that aligned with business goals, resulting in improved
processes, increased efficiency, and a competitive advantage in the marketplace.
• Delivered above the SLA stretched target: 99.66% for multiple FYs with zero defects due to non-compliance with
established procedures and secured multiple customer wins via additional revenue opportunities (i.e., contract
renewals, service conversions, or upgrades).
Operations Team Lead / Technology Consultant
DXC Technology | Quezon City, National Capital Region (NCR), PH
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04/2017 – 09/2021
Successfully managed a team of 20 FTEs, improved resource management, and streamlined shift scheduling,
resulting in enhanced team efficiency and a frictionless customer experience.
Delivered 24/7 support for our customers, effectively handling customer escalations, executing critical
development changes, and resolving complex issues related to security, database management, and data
quality.
Technical Chat Support Representative
06/2016 – 02/2017
Visaya Knowledge Process Outsourcing Corporation | Makati City, National Capital Region (NCR), PH
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Resolved complex technical issues and provided advanced troubleshooting for consumer-level aircraft units,
improving customer experience through effective problem-solving and preventive measures.
Assisted with firmware installations via MAC or Windows, efficiently handled case tickets and repair requests via
Zendesk and Microsoft CRM, and addressed general product inquiries, enhancing overall support efficiency.
Education, Certifications, and Skills
Pamantasan ng Lungsod ng Maynila | Bachelor of Science in Information Technology
Lakan Dula High School | Secondary Education
Certified Lean Six Sigma White Belt
Oracle Database 11g Fundamentals
Oracle SQL Fundamentals
Graduated 04/2016
Graduated 04/2012
Issued 06/2022
Issued 05/2017
Issued 05/2017
IT Service Management | IT Operations | Customer Success | Technical Support | Managed Services
Business Process Improvement | Incident Handling | Project Leadership | Service-Level Agreements (SLA)
Software as a Service (SaaS) | Electronic Data Interchange (EDI) | SQL | Oracle | Unix/Linux | Citrix
Management | Communication | Teamwork | Analytical Skills | Adaptability | Leadership | Relationship Development
Awards
OpenText Navigators Award – We, not I | Raise the Bar
Awarded 06/2024
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At OpenText, our values chart our course and lead to our repeated successes. This award is granted to recognize
those – who not only go above and beyond to make great contributions to a process or initiative but who, at the
same time, role model our values and exemplify the OpenText Promise. This award reflects the recipient’s
dedication and expertise in the field and serves as a testament to their amazing individual contributions.
Top Thesis Award – RIFT: A GPS Integrated Mobile Application of the PH West Valley Fault
Awarded 04/2016
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This award recognized the development of an innovative mobile application designed to enhance residential
safety and resilience by providing GPS-based information and alerts related to the West Valley Fault. The project
demonstrated excellence in addressing critical safety concerns through technology, combining geographic data
with user-friendly applications to aid in disaster preparedness and risk management.
