Summary
Overview
Work History
Education
Timeline
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Juan Miguel De Guzman

Juan Miguel De Guzman

IT & CX 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 served in OKX, a top 3 cryptocurrency trading platform as a Global Operations Lead overlooking the quality and training needs of the company. He is now a Team Leader for Acora Managed IT Services.

He is currently looking into venture back into either a technical or a leadership role

Overview

6
6
years of professional experience
3
3
years of post-secondary education

Work History

IT Service Desk Team Leader

ACORA UK LTD.,
Kuala Lumpur, Kuala Lumpur
2023.08 - Current
  • Responsible for overseeing service desk operations
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Tested new software and hardware prior to deployment.
  • Developed and implemented preventive maintenance procedures.

Global Operations Lead

OKX
Kuala Lumpur, Kuala Lumpur
2022.12 - 2023.06
  • Managed 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 / CX Team Leader - Account Lockout

TDCX - Stripe Payments
KUALA LUMPUR, WILAYAH PERSEKUTUAN KUALA LUMPUR
2020.10 - 2022.12
  • 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.
  • Carried out day-to-day duties accurately and
    efficiently.
  • Delivered services to customer locations within
    specific timeframes

Sr. Quality Analyst & Trainer

ManpowerGroup - Kaspersky Project
KUALA LUMPUR, WILAYAH PERSEKUTUAN KUALA LUMPUR
2019.01 - 2020.10
  • 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 SLAs

L2 IT Support Engineer

Kaspersky Lab
KUALA LUMPUR, WILAYAH PERSEKUTUAN KUALA LUMPUR
2018.Jan - 2019.Jan
  • 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.
  • Performed and provided remote support to Kaspersky B2C end users.

Education

Bachelor of Science - Business Administration Major in Human Resource Development

University of Cebu
Cebu, Philippines
08.2021 - 07.2022

Associate of Science - Information Technology

Systems Technology Institute
Manila, Philippines
06.2014 - 10.2016

Timeline

IT Service Desk Team Leader

ACORA UK LTD.,
2023.08 - Current

Global Operations Lead

OKX
2022.12 - 2023.06

Bachelor of Science - Business Administration Major in Human Resource Development

University of Cebu
08.2021 - 07.2022

Quality / CX Team Leader - Account Lockout

TDCX - Stripe Payments
2020.10 - 2022.12

Sr. Quality Analyst & Trainer

ManpowerGroup - Kaspersky Project
2019.01 - 2020.10

L2 IT Support Engineer

Kaspersky Lab
2018.Jan - 2019.Jan

Associate of Science - Information Technology

Systems Technology Institute
06.2014 - 10.2016

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Juan Miguel De GuzmanIT & CX Expert