Juan Miguel De Guzman
IT, Customer Experience & Process Expert
Cyberjaya, Selangor
Summary
Mike is a goal and results oriented, seasoned IT / CX professional with a robust background in technology. Looking for new challenges, he left everything in the Philippines to move and call Malaysia his second home in 2018. He started working as a Level 1 Technical Support Engineer for Kaspersky and worked his way up to lead a team of Customer Experience Engineers in TDCX serving a Fin-Tech client. He also had a stint working for OKX, a top 3 cryptocurrency trading platform as an Assistant Manager / Team Leader in the Global Business Operations Department.
He is currently an overlooking the APAC IT Operations for Acora UK Ltd., Overlooking a headcount of over 15 EUC Engineers, 10 Infrastructure Engineers and 10 Field IT Engineers across the region
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
IT Services Team Leader - APAC
Acora UK Ltd.,| NexRoar Services Sdn Bhd
08.2023 - Current
- Overlooked the Shared Services IT Operations for the APAC Region.
- Onboarded a total of 8 customers in the region.
- Created support matrix, process and policies for each respective customers.
- Managed operations for infrastructure, field support and EUC teams.
- Key POC for customer JML service [Onboarding, offboarding, provisioning and deprovisioning of licenses, devices and applications]
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Assisted in recruitment to build team of top performers.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Team Leader - Global Business Operations
OKX
12.2022 - 08.2023
- Manage a total head count of 6 quality analysts and 5 trainers
- Global Ops Point of Contact with regards to all training and quality requirements.
- Trusted POC and partner for both internal and external stakeholders on trainings, reports, quality and interventions.
- Developed the company's voice program to essentially provide how the company's support team interacts with their user base.
- Developed training programs to bridge the knowledge and communication gaps.
- Collaborate with the company's regional and internal teams to ensure product updates / releases are updated on the support manual ahead of time.
- Developed the company's English and Tagalog language support workflow.
- Assist in revamping the company's quality nuance / quality definition file.
- Develop the company's monthly PKT (Product Knowledge Test) and ensure 93% participation.
- Spearhead the revamp in negative NPS analysis which led to increased customer experience.
- Analyzed team performance, identify bottom performers and create a targeted training plan to improve customer support performance.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Administer 200 internal quality audits weekly, assessed results and provide corrective action measures.
- Recorded findings of audit process, collaborating with the Customer Operations Leadership to implement corrective actions.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Quality Team Leader - Account Lockout
Stripe Payments
10.2020 - 12.2022
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Collaborated with team members to achieve target results.
- Fostered cooperative, positive working environment for team by encouraging brainstorming of ideas.
- Evaluated compliance of potential updates with established company frameworks and strategic plans.
- Exceeded goals through effective task prioritization and great work ethic.
- Created and processed discrepancy reports and helped resolve ongoing problems for process optimization.
- Investigated account changes and devised approaches to take advantage of emerging opportunities.
- Evaluated transactions and reporting for adherence to applicable regulatory guidelines and data integrity.
- Maintained close watch on quality and operational performance of Tier 1 and Tier 1.9 agents, made proactive adjustments through 1-on-1 coaching sessions to keep performance in conformance with targets.
- Delivered services to customer locations within specific timeframes.
- Led root cause analyses investigations following non-conformance incidents, implementing preventive measures to avoid future occurrences.
- Coached team members on best practices in quality assurance, fostering a culture of excellence and accountability.
Sr. Quality Analyst & Trainer
Kaspersky Lab
01.2019 - 10.2020
- Collected and analyzed data and initiated improvements to increase security and performance.
- Analyzed quality and performance data to support operational decision-making.
- Defined and implemented quality initiatives to reduce risk.
- Oversaw test planning, workload balancing and assignment delegation.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Developed monthly, end-of-week and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Estimated work requirements and labor hours for planning.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding and current employee up-skilling.
- Participated in departmental meetings to establish short- and long-term strategy.
- Developed and maintained quality assurance procedure documentation.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
Level 2 IT Support Engineer
Kaspersky Lab
01.2018 - 01.2019
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Designed tailored engineering solutions for customers based upon key requirements.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Maintained response times to support business continuity.
- Performed root cause analysis of reported issues to enact corrections.
Service Delivery Manager
Vision Japan Inc
11.2016 - 12.2018
- Responsible for drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Responsible for outsourcing and leading a team of 27 Network Engineers, 10 Software Developers and a team of 60 Support engineers serving telco clients
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Coordinated and led internal and external site team meetings.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Managed third-party contracts to drive delivery of required services.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Contributed to internal and external account reviews.
IT Manager
Ferden Realty Corporation
08.2015 - 11.2016
- Guided organizational technology strategy and roadmaps.
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Oversaw daily performance of computer systems and immediately responded to critical issues to keep network up and running.
- Wrote policy, procedure and manuals governing internal IT use.
- Oversaw IT department operations and training.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Assisted in development of long-term strategies to grow department and resources.
IT Analyst
C.P. de Guzman & Co., Inc
05.2015 - 08.2015
- Planned computer systems using information engineering and structured analysis.
- Developed diagrams to describe and lay out logical operational steps.
- Assessed business requirements to create focused solutions.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Assisted in troubleshooting network, cyber-security and non-standard software and hardware related issues.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Participated in internal audits regarding quality management system.
- Researched and adopted new technologies to add value to existing offerings.
- Investigated system issues and implemented resolutions to reduce downtime.
- Designed and implemented migration from Sharepoint 2010, Assist business in setting strategies, developing requirements and evaluating solutions
- Develop test plans, test design specifications and to meet business requirements and test software to ensure proper operation
- Administered and simplified Active Directory
- Managed the computer inventory
- Tools: SQL Server management studio, MS Access, Visual Basic, MS Excel
Education
Bachelor of Science - Human Resource Development
University of Cebu
Cebu, Philippines 08.2021 - 07.2022
Associate of Science - Computer Technology
Systems Technology Institute
Manila, Philippines 06.2014 - 10.2016
Skills
Core Professional Skills
Resourcefulness and Innovation
Adaptability
Decision Making
Attention to Detail
Customer Experience
Effective Team Leader
Strategic Planning
Proactive and Team Player
Complaint Resolution
Affiliations
- Filipino Expat Golfers of Malaysia - Founder & Club President
- National Golfers Association Philippines - Member
- Athletes in Action - Member
- Valley Golf & Country Club - Club Secretary 2015
- Junior Marketing Practitioners Philippines - President 2012
- Rotary Club International
Timeline
IT Services Team Leader - APAC
Acora UK Ltd.,| NexRoar Services Sdn Bhd
08.2023 - Current
Team Leader - Global Business Operations
OKX
12.2022 - 08.2023
Bachelor of Science - Human Resource Development
University of Cebu
08.2021 - 07.2022
Quality Team Leader - Account Lockout
Stripe Payments
10.2020 - 12.2022
Sr. Quality Analyst & Trainer
Kaspersky Lab
01.2019 - 10.2020
Level 2 IT Support Engineer
Kaspersky Lab
01.2018 - 01.2019
Service Delivery Manager
Vision Japan Inc
11.2016 - 12.2018
IT Manager
Ferden Realty Corporation
08.2015 - 11.2016
IT Analyst
C.P. de Guzman & Co., Inc
05.2015 - 08.2015
Associate of Science - Computer Technology
Systems Technology Institute
06.2014 - 10.2016
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