Marvin Sy Qua

Marvin Sy Qua 55 Jose Abad Santos SanJuan 1500 | - |- An experienced individual in the BPO / ITO industry with over 8 years of hands-on experience and knowledge in ITSM, Incident Management, Problem Management, Change Management, Service Management who’s goal is to provide the best in class customer service in the BPO / ITO industry thus bringing more value to the company. SKILLS Software MS Office applications, MS Windows 7, MS Windows 8, MS Windows 10, F5 VPN, RSA SecurID (software), Lotus Notes, MS Outlook, Windows Server 2000, Active Directory, etc. HardwareBlackberry, PC and Laptop troubleshooting, Avaya, CISCO, etc. LanguageEnglish, Chinese (Fookien), Filipino (Tagalog) WORK HISTORY 02. 2016 – 03.2017Teleperformance Philippines Sr. Supervisor (Incident Management, Technology Solutions and CCoD Support) Managed 15 Team Leaders that handled Incident Management Analysts, RFP / Client Acquisitions and CCoD Support. Plan, create and managed the proposal process from intake to client submission Led white boarding sessions with bid / proposal team supervisors. Owner of the RFP, CCoD and Incident Management Process Monitored the development and the creation of a network of subject matter experts that covers the areas of client acquisitions, incident management and CCoD or cloud based contact centers on demand Worked closely with the business development manager in completing the technology proposal. Handled high level client service requests and escalations for the company's CCOD Support group. Ensured all projects met the scheduling requirements passing strict quality standards set by Teleperformance. Analyzed complex RFPs and developed comprehensive proposal packages based on the client's requirements. Directly interface with the client regarding issues with SLA, process, Incident Management, Change Management and Problem Management. Worked directly with different Operations teams (Directors, Managers, Supervisors) globally under the Teleperformance CCOD organization dealing with high level client issues, escalations, requests, etc. Directly report to the Senior Vice President for Technology Solutions and VP for Business Development handling the above mentioned responsibilities and whatever other tasks that the Group Vice Presidents would assign. In-charge of the Contact Center on Demand Incident Management team performing the duties of a Sr. Incident Manager in accordance with ITIL Service Operational guideline or processes. Perform proactive and reactive problem management detection to further increase work efficiency and decrease issue MTTR or mean time to recover. Responsible for keeping the SLAs of all campaigns falling under the CCOD Support umbrella ensuring that they are in - line with all client contract SOW's. Identified issues and areas for improvements and created action items for QA, CSATs / NPS scores, Attendance and attrition, and productivity. 11. 2014 – 06.2015Sutherland global services Level 2 TSR Provided level 2 support for the company’s accounting based software campaign. Worked on issues including but not limited to application errors, login issues in the application’s cloud based account, and other functionality issues. Assisted the customer in how to use the application including but not limited to general bookkeeping, ledger entry, payroll system creation using the app, financial reconciliation, account payable and receivable issues. Did upselling to customers. . 11.2010 – 09.2014Stefanini Philippines Incident Management Coordinator Monitored and ensured all incidents are being worked on within the set SLA / OLA and escalate (functional / hiarchical) if needed. Monitored and make sure that the high availability rate of Global IT systems are in place. Drove efficiency and effectiveness of the Major Incident Management Process. Made sure that the KEDB is up to date. Produced systems availability management information including reports, KPIs and etc. Ensured RCA is robust, complete and accurate. Monitored outages for possible trends and worked with Problem management to come up with possible permanent fixes to mitigate those trends and protect the business. Ensured 100% incident management compliance across all IT teams. Lead outage recovery bridge and processes. Represented the Service Desk in meetings and reviews in the CAB. Managed and controlled the execution of the incident management process. Communicated major incident status to the stakeholders in a timely and efficient manner. Review and confirm post maintenance / change windows making sure all tasks are completed. 11.2009 – 10.2010SIEMENS IT Services TSS L2 – Incident Management – Process Analyst Intern Supported 2nd level incidents escalated by the helpdesk covering several hardware and software issues including but not limited to BlackBerry, Lotus Notes, Microsoft Applications, F5 VPN, Nortel Networks, AS400 Mainframe, BlackBerry Enterprise Server, Lotus Notes Domino Server, MS Exchange Server, and so on. Qualified for an internship to be a Business Process Analyst and ITIL Incident Management with the company. Learning the basics of Process Mapping, Client Relationship Management, Incident Management, Business Continuity / Disaster Recovery, Data Analysis and Continuous Business Improvement. Monitored the KPI of the account / project making sure that all stakeholders adhere to the client SOW in terms of SLA, QA, CSAT and also with internal OLAs pertaining to SLA, QA, CSAT, Attendance / staffing and Attrition. Handled high level client escalations making sure each action items listed in said escalation is worked on ASAP. Monitored all incident tickets ensuring it is worked on within the TRT from Incident reporting / creation to resolution / closure. Ensured that all RCAs for client submission is complete and accurate. Made sure that the KEDB is updated and accurate. Analyzed and detect possible trends in incidents in accordance with proactive problem management processes. Handled major incident / outages making sure that all relevant stakeholders are notified, a tech bridge opened and all parties start working on resolving it ASAP to minimize possible business impact 11.2008 – 10.2009JPMorgan chase bank n.a. (phils) Sr. Operations Specialist Reviewed loan documents to make sure they're compliant to state and federal requirements. Was able to constantly exceed their performance requirements / matrices. Was able to constantly remain in the top 20% of the entire team and remained on the top 10% of the entire pod / group in terms of overall performance. Team floor walker and SME / OIC for batch 2 starting the month of February. 06.2006 – 8.2008HTMT Team Leader Managed 15 FTEs for the company's financial / credit card campaign. Performed regular management and administrative duties. Assisted the quality team in doing regular call audits / calibration. Handled customer complaints and escalations. Worked out employee conflicts and disputes. Monitored the performance of my and provided regular coaching / mentoring. Able to develop my team into successful individuals. All of my former agents are current Team Leaders in their respective campaigns or companies. Constant top team from August 2006 - September 2007. 07.2005 – 5.2006HTMT CSA Handled the Singapore and Malaysian corporate services for American Express. Senior level agent by late 2005. Recieved hands-on training with the WITNESS system and CMS supervisor. Assisted team leader in monitoring team SLA. Monitored the agent attendance and tardiness for the closing shift. Assisted in training new hires / OJT if the need arises. Floor walker / SME by January 2006 Constant top performer / agent from September 2005 to May 2006. Promoted to team leader by June 2006. 06.2006 – 8.2008PC Basics corp. Team Leader Managed a total of 20 phone and on-site technicians Worked closely with the job dispatchers to ensure my team of on-site techs are dispatched efficiently thus minimizing customer wait time. Handled customer complaints and escalations. Monitored the overall performance of my team and provided coaching / mentoring sessions if necessary. Handled personnel disputes and conflicts. Monitored the assembly of all personal computing products making sure that my techs are compliant to the high standards of quality set by the company. EDUCATION 10.1996 – 10.2000STI College BS Computer Science