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Edmund Kiel Jadol


RM 303. RAA Bldg. 587 Brgy Plainview.

Mandaluyong City.

+639985873760 February 27, 1987


Program Manager ITIL & Project Management Lite

GSD Analyst of the Year 2016
ITIL V3® Certified
Work Experience Six Sigma Green Belt

May 2016
Service Delivery Lead
Hewlett Packard Enterprise || McKinley Hill, Cyberpark, Taguig, Philippines

Global Service Desk

ITO Messaging and Collaboration O365
Operational & Delivery Oversight

 Oversees the delivery of services or service technology to a company or their clients or customers
 Establishes policies designed to ensure consistently high service performance
 Monitors employees and evaluates customer feedback for quality improvements
 Establishing and managing expectations within the business
 Driving the IT Team to achieve the expectations set
 Ensures end to end Service Delivery process is executed within a timely manner meeting agreed
upon turnaround time to meet overall KPI, SLA
 Building a high performance delivery team

Project Implementation

 Ensures end to end Service Delivery process is executed within a timely manner meeting agreed
upon turnaround time to meet overall KPI, SLA

Client Relationship

 Establish and maintain a business relationship between the service provider and the customer based
on understanding the customer and their business needs.
 To identify customer needs (utility and warranty) and ensure that the service provider is able to meet
these needs
 Ensure that the service provider continues to understand the needs of existing customers and
establishes relationships with potential new customers
 Plan, carry out and evaluate regular customer satisfaction surveys
 Working with client/ onshore teams and offshore operations team to identify and manage service
improvement activities
ITIL V3 Foundations Trainer
 High Passing Rate for all class handled
 Train / conduct ITIL Training Classes
 Create / update training materials as needed
 Be available for consultation with students
 Draw examples from actual experiences and factual events
May 2016 Technical Trainer
Nov 2015
Hewlett Packard Enterprise || McKinley Hill, Cyberpark, Taguig, Philippines

 Impart training for business processes and different technologies required for the project or account.
 Perform data gathering and training needs analysis based on monitoring, survey results and
customers’ feedback.
 Conduct refresher trainings for analysts already in production based on the Training Needs Analysis.
 Assist in the development programs by conducting classroom based training with hands-on sessions.
 Identify, analyze problems and suggest improvements identified in their own area of responsibility
and implementing those with a recognized business benefit.
 Create and maintain training resources, modules, and reference guides
 Report findings and analysis to Operations Lead, Service Delivery Lead, GSD Leadership team and
Client Account Team
 Conduct / Facilitate GSD Onboarding Sessions

Document Controller

 Handles knowledge within applicable service levels

 Accountable for ensuring knowledge meets the defined standards.
 Adhere to Document Control Requirements and Authoring Standards.
 Report Tool related issues
 Create, transform and maintain HTML solutions for the organization's knowledge bases.
 Attend to details and review content to ensure accuracy, applicability and conformity to established
 Process and implement Change/Add/Delete requests
 Ensures that information in knowledgebase not only adheres to KM standards but is effective for

Knowledge Management Lead

 Study updates, new processes or technologies contingent to current business needs

 Write articles for submission to internal knowledge base
 Transform knowledge to forms that would easily appeal to agents and target audience (infographics)
 Spearhead campaigns and programs that would trigger the interest of analysts to create new
knowledge, and write articles that will be helpful to the account.

Subject Matter Expert

 Assist analyst with first call resolution or ticket fulfillment

 Answer escalated calls when customer requests for a supervisor
 Answer escalations received via the escalations email
 Attend to escalations using standard CCMS process
 Provide a comprehensive report of escalations and call drivers and establish possible correlation to
other factors like QA, CSAT, etc…

Escalations Officer

 Proactively drive and improve the end-to-end service experience

 Drive and oversee delivery of the agreed Service Levels
 Drive a cultural change within all Service Provider groups involved in resolution
 Act as primary escalation point for any and all escalations by the customer
 Provide / facilitate “end to end” service to critical stakeholders
Nov 15 2015 Global Request Coordinator
Oct 1 2013
Hewlett Packard Enterprise || McKinley Hill, Cyberpark, Taguig, Philippines
 Non-voice IT technical support
 Responsible for managing the Asset Requests– that is needed for new and leaving employees
 Prepares and generates reports under scopes handled
 Utilizes tools such as Active Directory and Mobile Office Private Network (VPN Connection)
 Coordinates with clients globally to ensure excellent Customer Service is provided

Process Trainer (Leveraged)

 Conduct account based training for new hires
 Prepare training materials to be used for new hires
 Request all asset, tools and resources needed for new hire onboarding
 Conduct User Acceptance Test with QA and Team Lead
 Submit learning report to account technical leads and supervisors
Sept 30 2013 Subject Matter Expert (DSL Account)
Feb 2011
Sykes Asia Inc. || Gilmore Aurora Blvd, New Manila, Quezon City
 Assist agents with effective and efficient first call resolution
 Provide approval for different process authorization (Tech dispatch, escalations etc.…)
 Take “sup calls” if agent is unable to deescalate the request
 Conduct process refresher trainings
 Conduct call analysis with agents
 Prepare reports identifying call drivers, outliers and factors for escalations (demography)

Feb 2011 L1 Technical Screener (DSL Account)

Nov 2009
Sykes Asia Inc. || Gilmore Aurora Blvd, New Manila, Quezon City
 Provide level 1 troubleshooting to end users for their DSL concerns
 Upsell to higher internet speed when possible and within set guidelines
 Transfer to pertinent queue for unsupported needs
 Maintain metrics established by the account such as AHT, FCR, adherence, Attendance etc..
 Provide excellent customer service to all end users

Mentor for Nesting Agents

 Act as mentor for nesting agents before they fully transition to their respective teams
 Provide coaching and feedback to the nesting agents for each call or during end of shift huddles
 Conduct quality monitoring to the nesting agents and provide QA feedback accordingly
 Submit progress/learning report to the Account Trainer

2009 News Article Writer (OJT)

Max lifestyle || Makati City
 Writes news articles on a daily basis
 Writes feature articles on a weekly basis
 Comment/answers questions on forums
 Rewrites previously written online articles

Part Time Employment

Online English Tutor (2014)

Rarejobs Philippines

English Essay Rater (2013)

Trainings & Certificates
June 2017

Exam 347: Enabling Office 365 Services

MCID: 14664032

May 2017 MISNet – Technology Solutions Consulting

6F Valero Tower 122 Valero Street, Salcedo Village, Makati, 1227 Metro Manila

Managing and Enabling Office 365

March 2017 Acquiros
ITIL® Foundation certificate in IT Service Management
Certificate# 8026 || Candidate# 0804741812
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management
(ITSM) that focuses on aligning IT services with the needs of business.

Oct 1 2013
Hewlett Packard Enterprise University
McKinley Hill, Cyberpark, Taguig, Philippines
 Authentic Customer Experience by Tom Martin, Susan Sherman, Joe Pines
 -
Communicating Across Cultures
 Critical Thinking Essentials: Applying Critical Thinking Skills
 Goal Clarity
 Decision Making : The Fundamentals
 Systematic Problem Solving
Core Training
 Six Sigma Yellow Belt – Trained
 Accredited Day Owner (Trainer) for ITO Onboarding and NEO
 Effective Technical Presentations - Essential Skills for Technologists
 Excellence in Interviewing
 Project Management Fundamentals
 Preparing for Leadership - for Individual Contributors and Team Leads
 Practice Presentation Workshop
 ULTRA V3 - Upskilling of Leadership Talents for Readiness and Advancement
 Strengths Finder
 OZ Principle
Mentoring Program
 Training – under WFD Consultant Leonie Millares
 Project Management – under PPM Certified, PM Marivic Sia

Aug 2016 Institute of Image Training and Testing

Vancouver, BC, Canada
IITTI is a standardized, independent testing system for business image management. It is like GMAT, TOEFL, or ISO. It provides
a uniform way for employers and job-seekers to measure soft skills that are critical to business success (

First Level International Certification in Professional Image,

Business Protocol and Dining Etiquette

2005 Filipino Association for Computer Excellence

Philippine Embassy, POLO/OWWA, Dubai, UAE
Under the Auspices of the Philippine Embassy, POLO/OWWA, Dubai, UAE
 Computer Hardware Assembly and Networking
 Graphics Design
 Basic and Advance HTML
 Microsoft Excel
 Basic Auto CadD
 Advance Auto CadD
 Visual Basic
Affiliations & Membership
 Buklod UPLB Info Com Head : 2006 – 2007
 Victory Pioneer : Member, Volunteer
 Every Nation Leadership Institute : Student, 2006 – 2007
 Toastmasters Philippines HPE Chapter : Member

Skills and Traits

Information Technology
 ITIL Process
 Incident Management
 Escalations Management
 Computer Hardware and Software
 Typing Speed of 50 WPM
 MS Office Applications
 HTML Programming
 Computer Troubleshooting and repair

Soft skills
 Excellent verbal and written command of the English Language
 Understanding and application of Development Communication theories and principles to all fields of life
 Understanding and application of organizational communication and group network analysis
 Excellent human relation qualities with highly flexible interpersonal skills
 Excellent group facilitation and moderation skills; with conflict resolution and management training
 Advance understanding of the communication process
 Highly compassionate and sensitive about the needs of others
 IITTI Certified

2009 BS Development Communication
University of the Philippines Los Baños, Los Baños, Laguna - Undergraduate

2001 Secondary Education

United International Private School, Dubai, United Arab Emirates

2000 Primary Education

United International Private School, Dubai, United Arab Emirates

About me
Edz is a critical, passionate, hardworking, strong willed and determined individual. He has an advance understanding of
information technology and is a science fiction buff. Though tech savvy, he feels strongly about the needs of people and
empowers individuals helping them realize their full potential. He enjoy discussions on literature, mythology, semantics,
and human development in tandem with current technological trends and innovation. He is inquisitive, full of ideas and
ready to innovate any process or create new ones.

His training and experience has created a unique personality, a combination of technology and human dynamics. He is
technical but compassionate at the same time. He believes and trusts others, he is a team player but will also work
efficiently without supervision. He is an initiator and innovator at heart.