Lourdes Devaras

 LOURDES G. DEVARAS Unit 303, Amara 1 Bldg., Evangelista, Bangkal, Makati City Mobile No.:-/- Email- EMPLOYMENT HISTORY Technology Supervisor Remote Infrastructure Management FIS Global Solutions Philippines Global Commercial Services /Global Technology Operations March 2015 to February 2020 Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work. Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible. Managed Staff of 20+ employees in a 24/7/365 environment. Ensuring that KPI's and SLA’s are met. Responsible for quality audit, coaching and performance based on the agreed KPI's. Take ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term . Conducted all hiring, training/mentoring, scheduling and performance reviews Product Support Analyst III Request Desk Project Management FIS Global Solutions Philippines January 2013- February 2015 Handles assigned new projects to FIS from several U.S Bank Coordinates with Lead Developers and programmers for potential projects. Participates in UAT testing environment Provides project status to clients. Participates in regular business meetings with stakeholders. Service Desk Analyst Global IT Helpdesk FIS Global Solutions January 2011- December 2012 Provide end-to-end technical support, first-class system support from initial client contact to closure; Works quickly and effectively to take action against requests and incidents or escalation as required. Analyze and guide users technical issue by providing instructions over the phone Acts as a liaison between technical and business partners during high priority incident triage process. Works as part of a global team across multiple countries, cultures and time-zones Review current procedures and processes as opportunities for enhancement, tuning and improvement where practical Provide end-to-end technical support for all software related issues and concerns. Senior Technical Support Specialist (SME) MCI Telecom Verizon Business Sykes Asia Inc December 2007-September 2010 Provides first call resolution to US Customers via phone calls with the defined service level agreement from the client. This includes providing assistance about Technical and Telephone issues Create incident tickets and escalate to specialized department for resolution. Technical Support Specialist (Tier 2) MCI TELECOM USA ADVANCED CONTACT SOLUTIONS April 2004- August 2007 Handles issues with plain old telephone systems Assisted user in troubleshooting their equipment Handles escalation concerns from customers Arranged for the dispatch of products, parts and services to clients. EDUCATION Adamson University BS Computer Engineering 2001 TRAININGS/ACTIVITIES ITIL v3 FOUNDATION Certified April, 2018 ITIL v3 FOUNDATION TRAINING AND AWARENESS , April 2017 CCAP Team Leader Summit, August 2017 CMMI LEVEL 5 AWARENESS, August 2016 Leadership, stress and time management skills ACHIEVEMENTS, AFFILIATIONS, & RECOGNITIONS Promoted as SME , June 2011, FIS Global Solutions Promoted as Team Coach, April 2013, FIS Global Solutions Consistent Circle of Excellence Awardee , Sykes Asia- CHARACTER REFERENCES Available Upon Request