European curriculum vitae format Personal information Name **** Zandy Tenorio Address Via Monte Delle Capre 36 00148 Roma Italy Telephone +39 328 195 1056 Fax NONE Email zandy****@gmail.com Nationality Filipino Date of birth 01 November 1982 Documents Permesso di Soggiorno Valid Until: 02/02/2014 Type: Motivi Familiari Carta didentit Date of Expiration: 01 Nov 2022 Work experience Dates July 2009 November 2011 Name and address of employer Sitel Philippines Corporation (formerly Clientlogic) 22/F Wynsum Corporate Plaza Emerald Avenue Ortigas Center Pasig City Philippines www.sitel.com Type of business or sector Leading global business process outsourcing provider of customer care and complementary backoffice processes Occupation or position held IT Team Lead Main activities and responsibilities Attends and represent IT on site meetings like MANCOM Business Reviews with the clients IT Security Audit and Payment Card Industry Data Security Standard (PCIDSS) Security Audit Oversees the administration and maintenance of computer stations applications & software and server rooms of all campaigns and departments in four buildings and provides additional support as appropriate. Provides technical assistance and resolution to 13 campaigns with more than 3500 users and approximately 3500 computing devices. Interact with Operations on any IT related concerns and coordinate back to other groups within IT. Serves as main point of contact on all ITrelated matters for the site assigned. Communicates relevant ITrelated information to the company in a timely manner. Act as Secondary escalation for any sites outages joins MOBs (Major Outage Bridge) to help resolve and outage issue. Interacts with internal and external clients on all levels to help resolve ITrelated issues and provides answers in a timely manner. Works with project teams to help implement system upgrade ramp ups and new build outs. Works with other IT groups to ensure high end user satisfaction in a call center environment. Identifies and provides standards for gathering information for use in trend analysis and reports information to IT and Operations management. Initiates and implements improvements in all areas of IT responsibility. Responds/acts on uppermanagement direction. Delivers best practise call management including investigating diagnosing detailing and resolving incidents within the service level agreement (SLA) while keeping the client informed. Oversees all jobs coming in to the Service Desk ticketing are dealt with in a timely fashion as a team. Manage and Administration of Active Directory within the network and GPO publishing. Responsible for the testing and implementation of monthly Microsoft Windows patch thru WSUS Supports troubleshooting and administration of Avaya VOIP telephony systems. Ensures that company assets are maintained responsibly. Builds and maintains vendor relationships and manages the purchase of hardware and software products. Provide monthly and weekly report as instructed by Regional IT Manager. Manages the development of team and Performance Review of each team members Responsible for teams monthly scheduling. OT approval and Leave approval. Sends IT staff to Microsoft technical and leadership training. Actively promotes teamwork and information sharing across boundaries. Dates December 2006 July 2009 Name and address of employer Sitel Philippines Corporation (formerly Clientlogic) 22/F Wynsum Corporate Plaza Emerald Avenue Ortigas Center Pasig City Philippines www.sitel.com Type of business or sector Leading global business process outsourcing provider of customer care and complementary backoffice processes Occupation or position held International Operations Support (IOPS) Supervisor Main activities and responsibilities IT Operations Administrator Supervisor for Verizon (fMCI) account Implement user accounts and policies as required by client standards Maintain network health and reliability for operations Escalate operationimpacting issues to customer reps and upper management Managing and Maintaining Windows Server 2000 DHCP and Active Directory Managing and Maintaining Windows Server Update Services (WSUS) for the operations Monitor and Maintaining Symantec Endpoint Protection AntiVirus Spearheading all the deployment of projects within the campaign Dates May 2005 December 2006 Name and address of employer Sitel Philippines Corporation (formerly Clientlogic) 22/F Wynsum Corporate Plaza Emerald Avenue Ortigas Center Pasig City Philippines www.sitel.com Type of business or sector Leading global business process outsourcing provider of customer care and complementary backoffice processes Occupation or position held International Operations Support (IOPS) Main activities and responsibilities Escalate System issues with appropriate Verizon (fMCI) and nonVerizon (fMCI) support teams. Communicate updates to all levels of Verizon (fMCI) management 2nd & 3rd level support teams outside support teams center management and executives. Provide Technical Support of the Customer Service call center through troubleshooting and maintenance of desktops digital and Avaya VoIP phones keyboards monitors Citrix Metaframe XP