Fidel Javar Jr.

• Responsible for successful delivery of high-quality IT Service Desk and IT Operations. Responsible for the definition and adoption of service design standards, SLAs, monitoring and pro-active maintenance across the IT estate. Responsible for business relationship management and ensuring the Service Desk team achieve service levels to a high quality.
• I oversee a number of key functions within the IT Service Desk workstream that enables the delivery of high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. My role is more of a stakeholder facing role. It requires to establish and manage expectations within the business and drive the teams to achieve expectations to a high standard.

Other tasks:

• Attended staff and client meetings and served as liaison to manage operations for account.
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Coordinated and led internal and external site team meetings.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
• Facilitated completion of deliveries and verified documentation.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.

• In charge of performing customer relationship management. Developing and maintaining strong relationship with Account Managers, Project Managers and Clients.
• Responsible for delivering the services to meet contractual obligations, leading multiple delivery teams on a day to day basis that is responsible for execution of the required services.
• Responsible for correct execution of projects and initiatives within the delivery unit including changes and resolution of incidents.
• Deliver the service according to agreed costs and supports measures to reduce it.
• Point of contact between Tower Leaders and Account Managers/Clients, if CSLA's are endangered and immediate action is required.

MYDINE01 E2E Wave – July 2013 to December 2013 (Kuala Lumpur, Malaysia) conducted process improvement for Atos Malaysia. Handles stakeholder alignment and involvement of Country Heads, Tower Heads for end to end process transformation. Accountable for the impact and saving that will be discovered during the rollout. Handles the project planning, project charter and implementation of improvements.

MSUPS101/02 – May 2013 to July 2013(Quezon City, Philippines) Performed sustainability initiatives to monitor all action plans rolled out by previous Lean waves conducted in our local site.

PH NAM UPS Wave – April to May 2013 (Quezon City, Philippines) Assisted Up streaming Service Desk Accounts from US to Philippines.

CN TR Wave WSDS – January to April 2013 (Chengdu, China) Handled Service Desk Coca-Cola and Towers Watson.

ITSIS101 – November to January 2013 (Catanzaro, Italy) Handled AO Service Desk and IPCC Reporting.

WSDS TR Wave - BRSIS103 – October to December 2012 (Sao Paulo, Brazil) Handled V&M Service Desk Central and South America.

Focuses on the following:

• Increase efficiency through eliminating waste
• Increase Employee Engagement
• Increase Customer Satisfaction
• Increase Service Level performance
• Radically reduce handling/cycle times
• Reduce cost per transaction
• Ultimately increase the profitability of operation
• Promote Wellbeing @ work

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Engaged in user support interactions via telephone, chat and email platforms.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

• Skilled at working independently and collaboratively in a team environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Identified issues, analyzed information and provided solutions to problems.