Louis Charles E. Magno

CURRICULUM VITAE LOUIS CHARLES MAGNO Mobile:- E-mail address:- Overview A good and efficient programmer and has a background in C++, Java, MySQL, HTML, Assembly Language and Ubuntu OS. Has knowledge in trouble shooting hardware and software problems. Has the ability to learn quickly and efficiently. Has a pleasing upbeat personality and can work with others easily. WORK EXPERIENCE: April 2017 till September 2017 Coordinator, Intraday – AT&T Uverse Convergys Philippines – San Lazaro Site - Monitor queue level performance and variance to forecast in real time - Compile and submit intraday reports with accuracy and timelines as well as proactive recommendations for actions - Monitor agent level schedule adherence - Make recommendations on operational changes such as staffing, scheduling - Escalate any system downtime and tool issues to the Client and WFM Management - Document and send the downtime summary report - Update the Operations with staffing details every interval during the hours of operation - Monitor the actual staffing versus the scheduled - Initiates overtime or off-phones activity if needed to meet weekly/monthly occupancy requirement - Responsible in calling out agents in non-adhering work states - Accommodate skill change request from Operations - Initiates skill changes as needed - Ability to deliver timely the Hourly, Daily, Weekly or MTD reports as needed August 2015 till April 2017 Subject Matter Expert – AT&T Uverse Convergys Philippines – San Lazaro Site - Assist agents taking in calls - Conduct refresher course to the agents - Generate daily, weekly, monthly reports - Pull out agents for coaching - Weekend POC (Coordinator, Intraday) - Monitor queue level performance and variance to forecast in real time - Compile and submit intraday reports with accuracy and timelines as well as proactive recommendations for actions - Monitor agent level schedule adherence - Responsible in calling out agents in non-adhering work states - Accommodate skill change request from Operations - -Make recommendations on operational changes such as staffing, scheduling June 2013 till August 2015 Technical Support Representative – AT&T Uverse Convergys Philippines – San Lazaro Site - Answer incoming calls to provide customer service (Billing, Order concerns) - Troubleshoot Phone (CVOIP), Internet and TV Problems over the phone 20August 2012 till 22 February 2013 Roche China Holding Ltd. Intern –APAC ERP Team – Pharma Informatics - Provide 1st level SAP support to 11 affiliates in Asia Pacific Region for the Roche business in the areas of Inventory Management, Warehouse Management, Procurement, Sales and Distribution, Finance and Controlling and Reporting - Monitors the SAP systems (ECC, BW and Java Systems) relating to failures of background jobs, batch input, IDocs and other interfaces and escalate the failures and errors to the relevant teams for resolution - Escalate service desk tickets efficiently and effectively to the relevant ERP team for resolution and communicate assignment to the relevant business stakeholders - Developed and run report on a weekly basis in relations to the Service Level Agreement of the ERP team to the business to drive management decisions with regard to operations 15April 2011 till 22September 2011 National Power Corporation Intern –Information System and Technology Department - Troubleshooting network and hardware problems. - Basic LAN networking. - Handled help desk regarding computer troubleshooting. - Assisted in LAN wiring. - Assistance in assembly and repair of hardware like CPU, Printer and LCD monitors. EDUCATIONAL ATTAINMENT: - Bachelor of Science in Information Technology Dean’s Lister- University of Santo Tomas, Manila Philippines - High School Lourdes School, Quezon City Philippines SKILLS/KNOWLEDGE: Computer Literacy 1st Level SAP Support Basic knowledge in SAP Modules MM, IM, SD, FI, CO Basic SAP ABAP programming knowledge in the above modules Basic knowledge in SAP Business Object and frontend tools such as WEBI and Xcelsius Monitoring of SAP Systems Working on SAP Security by being responsible for SAP password resets Working on Service Desk tool called HP Service Manager MS Office suite C++ Java MySQL Adobe Photoshop Adobe Premiere SEMINARS ATTENDED: -PLUG I.T. IN – 20August 2010 -Building Business with Software Technology – 30July2010 -Introduction to Software Testing and Analysis – 27 August2010 -Certified Cisco Network Associates – 6 September 2010 -Network Security – 8 September 22010 -Enterprise Network Design – 9 September 2010 -Network Voice – 7 September 2010 - Philippine Congress in Information Technology 2010 – 17 September 2010 PERSONAL DATA: Date of Birth: August 23, 1991 Religion: Roman Catholic Nationality : Filipino Sex : Male Civil Status : Single