Ralph Ligtas

   Ralph Ligtas, 6 Σ Professional Support Center Manager (3 months) RedLine Digital Solutions     (- |-| PHP 40,000 | Mandaue City, Central Visayas Experience     14 years of total experience Sep 2017 - Present (3 months) Support Center Manager RedLine Digital Solutions | Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Technical & Helpdesk Support   Role IT Support/Helpdesk   Position Level Assistant Manager / Manager   Support Center Manager for DeadDrop Software Customer Support - Technical Support, Customer Service and Sales Support.       Jul 2017 - Sep 2017 (3 months) Operations Manager Lee Inzpire Online Solutions | Central Visayas, Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Sales - Telesales/Telemarketing   Role Management   Position Level Assistant Manager / Manager   Monthly Salary PHP 40,000   Manage Operations of Tele-Marketing Services for US Based Clients Create Business Plan based on Service Level Agreement Create Operations Processes according to Client Specifications Manage Personnel consisting of Tele-Marketers and Team Leader Facilitate Site Monthly Performance Review Facilitate Lead Generation Manage Quality Control Manage Personnel Behavior through creation, implementation of a code of conduct Coordinate with HR and Recruitment on Hiring and Training of Personnel       Sep 2016 - Jul 2017 (11 months) Team Leader Delonix Marketing Corporation | Central Visayas, Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Marketing/Business Development   Role Management   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 30,000   Manage a group of 25 Virtual Assistants with different clients who own Small and Medium Sized Businesses all over Australia Develop and Train Virtual Assistants for Effectivity Monthly Evaluation of Virtual Assistants through Client Engagement Monitor and Improve Virtual Assistants Processes Process Improvement for Team Lead and Virtual Assistant Training Program TeamworkPM Project Managment Social Media Marketing       Mar 2014 - Sep 2016 (2 years 7 months) Technical Helpdesk Analyst ATOS formerly Xerox | Central Visayas, Philippines   Industry Consulting (IT, Science, Engineering & Technical)   Specialization Technical & Helpdesk Support   Role IT Support/Helpdesk   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 30,000   Service Desk Analyst -Incident Management through BMC Remedy Tool -Provides IT support services for Marriott Associates all over the World -Provides Troubleshooting for All Computer related issues -Provides provisioning for Active Directory, Web Based Applications, Email, Password Credentials etc. and all other computer related needs for all Marriott Associates. - EID/Active Directory and Elevate password generation - Bitlocker Key Retrieval - Airwatch Enrollment for Mobile Device Management - Network Printer Installation using Static IP Address - Top off or network registration of Marriott Imaged PCs - Request Fulfillment/Online Form Assistance - Software Plugin updates for Marriott Applications including flash, shockwave and java - Security Key/SmartCard Registration, Unlock - MI Connector (VPN Software) Installation EGrid administration unlock, reset - Exchange Console administration unblock/unquarantine mobile device       Nov 2013 - May 2014 (7 months) Tier 3 Technical Support Convergys | Central Visayas, Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Technical & Helpdesk Support   Role IT Support/Helpdesk   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 24,000   Time Warner Cable Business Class Tier 2 Phone Support - Provide United States Business Class Internet Subscribers with Technical Support through VOIP - Troubleshooting internet issues such as no internet connectivity, no wifi, slow connectivity and intermittent issues - internet outage monitoring and reporting for business class customers - Dispatch Setup for onsite intervention on defective modems, lines and provisioning. - Provisioning for High Speed Data Internet for Business Class Customers - Provisioning for WIFI subscription for Business Class Customers - Provisioning for DNS, Vanity and non-vanity Email subscription for Business Class Customers - Modem Configuration for Business Class Customers NAT, Bridge, Route, NAT-Route - Port Forwarding configuration through telnet application       Apr 2009 - Aug 2013 (4 years 5 months) Team Officer-in-Charge/Senior Support Professional/TLT Etelecare/Stream Global Services   Industry Computer / Information Technology (Hardware)   Specialization IT/Computer - Hardware   Role Supervisor/Team Lead   Position Level Supervisor / 5 Years & Up Experienced Employee   Team Officer-in-charge/Senior Support Professional -Leads a team of Training/Nesting Technical Support Professionals -Level 2 Support Supervisor for Technical Support Professionals for Dell Client Service Delivery -Supervise a team of at least 20 Technical Support Representatives to meet client metrics/goals and objectives. - Bi-weekly performance review coaching for TSP (Technical Support Professional) - Call Auditing Troubleshooting Process through NICE for TSP - Extracting of Average handling time, repeat dispatch rate and customer experience scores from pivot table generated. - Real time Monitoring of TSP call handling time, after call, hold time,to maximize utilization, meet service level on a 30 minute interval - Provide Coaching for deviations on company process, call handling process, and failure to meet client metric goals - Kronos administration for TSP Payroll - RTA/IEX administration for TSP Scheduling, adjustments, leaves and absences. - take technical escalation calls and provides Technical Support for Dell Computer Customers - take technical escalation emails and provide correspondence until resolution is reached. - TSP does Hardware troubleshooting and Basic Software Troubleshooting, Virus removal. Hardware Warranty Parts Replacement       Oct 2006 - Apr 2009 (2 years 7 months) Technical Support Professional Etelecare Global Solutions   Industry Call Center / IT-Enabled Services / BPO   Specialization Technical & Helpdesk Support   Role IT Support/Helpdesk   Position Level 1-4 Years Experienced Employee   -Provide Voice/Non-Voice Technical Support for Dell Customers Wordwide -Hardware Troubleshooting -Meet Client Metrics/Goals of the Team -Operating System Troubleshooting -Consistently learn and go through Up Training on New Technologies and Products -Provide solutions to Dell Customers on all kinds of computer problems and issues       Nov 2004 - Dec 2005 (1 year 2 months) Planning Associate Celestica Philippines Inc.   Industry Electrical & Electronics   Specialization Engineering - Others   Position Level 1-4 Years Experienced Employee   Production Planner for: ADSL Modems VDSL Modems NEC Power Units Takasago Power Units       Aug 2004 - Oct 2004 (3 months) OJT Industrial Engineer International Pharmaceuticals Inc.   Industry BioTechnology / Pharmaceutical / Clinical research   Specialization Engineering - Industrial   Position Level Fresh Grad / < 1 Year Experienced Employee       Apr 2004 - Jun 2004 (2 months) OJT Industrial Engineer All Fresh Food Products Inc.   Industry Food & Beverage / Catering / Restaurant   Specialization Engineering - Industrial   Position Level Fresh Grad / < 1 Year Experienced Employee       Apr 2001 - May 2003 (2 years 2 months) Junior Manager/Regular Crew Jolibee Foods Corporation   Industry Food & Beverage / Catering / Restaurant   Specialization Food/Beverage/Restaurant Service   Position Level Fresh Grad / < 1 Year Experienced Employee   Monthly Salary PHP 5,000       Education 2004 University of San Carlos Technological Center Bachelor's/College Degree in Engineering (Industrial) | Philippines   CGPA 90.0 / 100.0       1999 University of San Carlos Boys High School High School Diploma | Philippines   CGPA 87.0 / 100.0       Skills Advanced Six Sigma Methodology, Lean Management, ITIL Processes, People Management, Dell Certified Systems Expert       Languages Proficiency level: 0 - Poor, 10 - Excellent Language Spoken Written English 10 10 Filipino 10 10       Jobstreet English Language Assessment (JELA) Date Taken 11 Sep 2013 Score 34/40       Additional Info Expected Salary PHP 40,000 Preferred Work Location Central Visayas, Other work locations, Australia & New Zealand Other Information     Lean Six Sigma Yellow Belt Certified       About Me Gender Male Age 35 years Address Door 2 Soncados-Suico Building, P.C. Suico St. Tabok, 6014, Mandaue City, Central Visayas, Philippines Nationality Philippines