John Philip Ruto Singapore

Company Name

Randstad (Human Resources)

Position Held

Senior IT Consultant

Dates

0000 - Present

Details

Supervise the development, implementation and administration of all IT functions. Perform Project management of IT initiatives when needed. Ensure timely and accurate delivery of technology products and services. Manage multiple areas of technology and multiple departments. Oversee new system facilitation, current system enhancements. Define and improve all system and operations processes. Negotiate contracts with manufacturers for all software, hardware and consulting services. Create strategic goals and convert to easily implemented plans. Manage external vendors relationships and services.

Company Name

Natalsmart (Information Technology and Services)

Position Held

Cloud Solutions Specialist

Dates

0000 - Present

Details

Assist customers in planning technology solutions. Prepare solution proposals and documentation. Assist product and sales team in developing and presenting solutions. Assist delivery teams in solution implementation. Ensure successful solutions and service delivery and handover according to service contract. Escalate service delivery issues to product and provisioning team. Review internal business operations and delivery tools and recommend optimization solutions. Interview and mentor, and manage your current and future service delivery engineers. Work and coordinate with partners and service providers to ensure service delivery excellence. Support planning for local and international company events.

Company Name

Dell (Information Technology and Services)

Position Held

Technical Support Analyst II

Dates

0000 - Present

Details

Provides leadership and mentors team members to transfer skills as well as technicians in other support areas. May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing. Responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators. Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner. Responsible for partnering with technician to obtain resolutions to complex technical issues- helps others deliver results. Responsible for providing coaching and feedback to team members regarding metrics, case management, dispatch procedures, warranty procedures and processes compliance. Identify weaknesses and strengths among team members and determine if training is necessary for those areas that they are lacking expertise. Responsible for being the intermediary between team members and Global Command Center, Logistics Team, Planning Team and certain Escalations Teams. Studies possibilities of changing processes that could benefit the agent’s and team performance. Identify levels of understanding about ProSupport warranties and helps team members to fill those gaps. Help analyze metrics results and elaborate informative reports that help understand the causes of failure or success of each metric. Perform coaching and provide immediate feedback to team members when procedures are not being followed correctly and document each action in order to obtain trends. Create networking and bonding between different business units who can help the team in situations that require assistance from other business units. Study result reports and create action plans in order to improve metrics performance. Monitor results and performance and determine if same action plans should be continued or changed. Participates in escalations as a mediator in order to identify ways to resolve complex situations.