Jerry R. Ocampo
Home Address: Ph1 B14 Lot8 Caceres Street Santa Rosa Heights Subdivision, Puting Kahoy Silang, Cavite.
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Work Experience
May 14, 2013 – April 23, 2017
Job Description: Manager (ITIS)
Company: Cognizant Technology Solutions Philippines Inc
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5 Floor, One World Square Building
McKinley Hill Fort Bonifacio Taguig, City
Job Designation: Service Delivery Manager
Worked on a rotating shift (24 x7 support)
Responsibilities:
Program Management – Lead a team to provide Single point ownership
for Delivery & Operations of Service Desks in the area of Remote IT
Infrastructure Delivery Management Services
Work closely with resourcing team to manage the resource fulfillment
process needed to run the delivery operation well and to avoid revenue
loss
Responsible for running an ITIL compliant operation and enforcing
security and compliance requirements of Cognizant and customer
Client Interaction and Management
Own Team Review meeting, Meet and beat committed Service Levels,
identify improvement Plans and track it till closure
Responsible for performance, cost, scope, schedule, quality, and
appropriate business measurements for a Vertical/Engagement
Responsible for the financial parameters of the area, runs through
Customer Profitability, cost of delivery initiatives, pyramid management,
people rotation, ELT absorption program, managing operations costs like
shift ratio.
Implement performance standards and measurements established by
Operations Maturity ( Quality) team to manage ongoing service delivery
and attain delivery efficiency
Manage issues and risks
Responsible for targeted customer satisfaction
Own Service Management processes, tools and disciplines and ensure
they are applied in all aspects of contract delivery
Responsible for people management with specific reference to managing
the growth and development of the people working in the team.
Participate in organizational activities like recruitment
Own and drive people management processes including career planning,
training and certification, rewards and recognition and employee
engagement
Participate in the solution development phase of new bid life cycle
June 10, 2010 – May 14, 2013
Job Description: Associate Operations Manager (ITIS)
Company: Cognizant Technology Solutions Philippines Inc
th
6 Floor One World Square Building. McKinley Hill.
Fort Bonifacio. Taguig, City
Job Designation: L1 Ops Control Analyst / Queue Manager
Worked on a rotating shift (24 x7 support)
Responsibilities:
Call Queue Management: Monitoring the queues regularly for call
volume spikes Assigning calls using CMS supervisor to available
agents
Changing & communicating RAG status as required
Ticket Queue Management: Checking open broadcasts / creating
broadcasts /closing broadcasts Checking for any bridging issues
and reporting/escalating to ESM/Infra
Resource Management: Maintaining and updating schedule data
In Spread sheets as well as leave tracking.
Major Incident Management: Monitor all mandatory support
channels, incoming ticketing Notification of a Major Incident to
USC PHL, support partners.
Service Level Mgmt: QM manages USC PHL SLA’s via standard and ad-hoc
analysis to determine service gaps and identify improvement strategies
Aug 17, 2009 – May 30, 2010
Job Description: Shift Manager
Company: Hewlett-Packard Philippines Corporation
6783 Ayala Ave Makati City Philippines 1226
Job Designation: Shift Manager (ITO Service Delivery Consultant II)
Worked on a rotating shift ( 24x7 support)
Responsibilities:
Supervise a team of Command Centre agents & Technical Support
engineers to provide the End to End service for Trade production Network
& Systems accounts. Technical Support includes; platform, network, tools,
call centre support.
Provide guidance and coaching to engineers to ensure Service Level
Agreement compliance and Security standards adherence.
Single point of contact for immediate customer complaints, responsible
for logging, tracking and updating customer complaints.
Maintain ownership and follow up of incidents ensuring agreed customer
notifications are completed within the service agreements.
Cascade communication of planned or unplanned downtime to business
units and team members. Ensuring every reasonable effort is made to
limit the impact to the business.
Participate in Planning, rehearsing and testing the Business Continuity
Plans periodically.
June15, 2008 – Aug 14, 2009
Job Description: Resolution Specialist
Company: DELL International Services Philippines
2nd Floor SM Mall of Asia, SM central business Park Bay City
Pasay City, Metro Manila Philippines
Job Designation: Resolution Specialist (Technical Support Supervisor)
Worked on a rotating shift ( 24 x7 support)
Responsibilities:
Provides assistance to a team of Technical Support Specialist.
Coach agents regarding team targets and hygiene metrics.
Provide technical training and upskilling for technical support specialist.
Provide updates and fixes on current technical issues.
Handle technical escalations and advanced troubleshooting.
Coordinate with technical support manager about policies and procedures
to be rolled out to the team.
Report to resolution specialist manager and provide updates of team’s
performance.
June 6, 2007 – June15, 2008
Job Description: Technical Support Specialist
Company: DELL International Services Philippines
2nd Floor SM Mall of Asia, SM central business Park Bay City
Pasay City, Metro Manila Philippines
Job Designation: Technical Support Specialist (DOC)
Worked on a rotating shift (24 x 7 support).
Responsibilities:
Inbound agent for Advanced Computer Issues:
Networking
File and Printer Sharing
Computer Viruses/Malware and Spyware Attacks
Operating system issues
Third party software assistance
Place order for dell on call software support plan.
Place order for parts or service upgrades.
Provide best resolution and great customer experience.
Jan 3, 2006 – June 5, 2007
Job Description: L1 Senior Technical Support Specialist
Company: DELL International Services Philippines
2nd Floor SM Mall of Asia, SM central business Park Bay City
Pasay City, Metro Manila Philippines
Job Designation: L1 Senior Technical Support Specialist (CTS)
Worked on a rotating shift ( 24 x 7 support)
Responsibilities:
Inbound agent for Technical issues.
Hardware issues/replacements
Create dispatch log for part replacement and onsite support.
Provide best resolution and great customer experience.
Jul 5, 2005 – Dec 5, 2005
Job Description: Technical Support Representative
Company: Teletech Customer Care Management Phils. Inc.
Bldg F. SM Corporate Offices, 1000 Bay Blvd
SM Central Business Park Bay City,
Pasay City, Metro Manila Philippines
Job Designation: Technical Support Representative/ Helpdesk
Worked on a rotating shift ( 24 x 7 support).
Responsibilities:
Point of escalation either thru chat or voice support.
Cross check troubleshooting steps performed by tier1 agents.
Coordinate with training and QA team regarding updates and changes
in policy and procedures for handling calls.
Perform side by side monitoring or call barging for agents that needs to be
coached and provide coaching feedback to tier 1 agent.
Feb 24, 2004 –Jul 4, 2005
Job Description: Technical Support Representative
Company: Teletech Customer Care Management Phils.Inc
Bldg F. SM Corporate Offices, 1000 Bay Blvd
SM Central Business Park Bay City,
Pasay City, Metro Manila Philippines
Job Designation: Technical Support Representative/ Floorwalker
Worked on a rotating shift ( 24 x 7 support).
Responsibilities:
Inbound agent for Internet connection issue.
Accurately define member’s concern and troubleshoot the problem as per
call flow.
Meet and exceed metrics
Provide quality service to Customers.
Provide Technical assistance to first tier agents.
Take escalation calls if customer demanded to speak with higher agent
and give approval if call needs to be escalated to tier 2 support.
June 15, 2001 - Feb 06, 2003
Job Description: Customer Service Representative
Company: Philippine Interactive Audiotext Services Inc.
(U.S. Embassy Call Center)
2/F PCPD Bldg. Pasong Tamo Extention Taguig Manila.
Job Designation: Customer Service Representative
Worked on a rotating shift (24 x 7 support)
Responsibilities:
Handle phone inquiries regarding visa application.
Book applicants for US visa appointments.
Sept 20, 2000 - May 5, 2001
Job Description: Database Programmer/Technician
Company: Eserv Computer Business Center
Rm. 202 #286 Madrigal Building Escolta, Manila
Job Designation: Database Programmer/Technician
Worked on a regular day shift
Responsibilities:
Repair printers, and computers,
Perform Software installation, Computer tutorials
Monitor PC rentals.
Oct 17, 1999 – Jul 10, 2000
Job Description: Shift Supervisor
Company: Philippine Interactive Audiotext Services Inc.
(U.S. Embassy Call Center)
2/F PCPD Bldg Pasong Tamo Ext Taguig Manila
Job Designation: Shift Supervisor
Worked in a rotating shift ( 24 x 7 support)
Responsibilities:
Assist Agents for Booking Visa applicants
Answer Agents questions about Policies and procedure
when booking for a visa appointment.
Forward/Upload booked applicants list to Consular office on a daily basis,
coordinate with consular office for open schedules and adjustments to
visa appointment and embassy activity.
Handle escalation calls and emergency inquiries of applicants.
Coordinate with other shift supervisor regarding agent’s schedules
(breaks, and days off).
Attend daily meetings regarding visa process.
Aug 10, 1999 - Oct 16, 1999
Job Description: Customer Service Representative
Company: Philippine Interactive Audiotext Services Inc.
(U.S. Embassy Call Center)
2/F PCPD Bldg Pasong Tamo Ext Taguig Manila
Job Designation: Customer Service Representative
Worked on a rotating shift (24 x 7 support)
Responsibilities:
Handle phone inquiries regarding visa application.
Book applicants for US visa appointments.
May 12, 1998 – Jul 12, 1998
Part time Encoder
Toys Unlimited Inc.
Fiesta Mall Duty Free Phils
NAIA Rd. Paranaque City
Responsible in data entry for the accounting department using FoxPro.
Trainings Seminars Attended
Lean Six Sigma Greenbelt Certification (November 2015)
Cognizant Technology Solutions Inc
Credence Leadership Training (July 2015)
Cognizant Technology Solutions Inc
Bullet Proof training For Managers (May 2015)
Cognizant Technology Solutions Inc
Interviewing Skills (February 2015)
Cognizant Technology Solutions Inc
Communicate to Manage Expectations (May 2014)
Cognizant Technology Solutions Inc
ITIL V3 Internal Certification (October 2010)
Cognizant Technology Solutions Inc
Bullet Proof Training for Managers (August 2010)
Cognizant Technology Solutions Inc
ITIL V3 Training (April 2010)
Hewlett Packard Philippines Corporation.
Certifications, Rewards and Recognition
Manager of the Year (December 2014)
Cognizant Technology Solutions Inc
Certificate of Merit – Kaizen Project (November 2013)
Cognizant Technology Solutions Inc
Dell Elite Employee of the Month (August 2007)
DELL International Services Philippines
DOC Accolade 100% call logging Certificate (FW27-FW30)
DELL International Services Philippines
Team of the Quarter Awardee for FY07
DELL International Services Philippines
Top CSR Awardee for 1Q to 2Q of 2005
Teletech Customer Care Management Phils. Inc.
Education
Jun 1995 – Mar 1999
University of Perpetual Help Rizal
Alabang Zapote Rd. Las Pinas City
Graduate of Bachelor of Science in Computer Science
Jun 1991 – Mar 1995
Tagaytay City National High School
Tagaytay City
Platform Proficiency
Operating System:
Window 10, Windows 7, Windows 8, Windows 3x, Windows 9x, Windows
2000, Windows XP, Window Vista, Ubuntu.
MS OFFICE:
MS Office 2007, MS Office 9x/2000, MS OFFICE 2010,
Powerpoint
Database:
Access 9x/2000
Programming Language:
Visual Basic 5 & 6, . Turbo C/C++, Assembly, Pascal, DBASE III & III plus,
Webdesign:
HTML, Frontpage 98/2000, Macromedia Flash 5/MX
Management:
People Management
Client Relationship
Lean and Six Sigma
Workforce:
AVAYA CMS supervisor
Others:
PC troubleshooting (hardware/ software).
Personal Background
Age
Birth Date
Civil Status
37 yrs old
December 31, 1979
Married
