Paul Gonzales
IT Asset Management Analyst
Singapore
Summary
Experienced IT professional with a strong background in IT Asset Management, Incident Management, Technical Support, and ID Management. Over 15 years of industry experience, consistently demonstrating the ability to effectively manage IT assets, resolve technical incidents, and oversee user identities. Problem-solving skills, cross-functional collaboration, and communication abilities consistently deliver high-quality results and improve operational efficiency. Seeking new opportunities to leverage technical expertise and experience to drive business success and contribute to the growth of a forward-thinking organization.
Overview
19
19
years of professional experience
2
2
Certifications
1
1
Language
Work History
Service Asset and Configuration Manager
Evo Outsourcing Solutions
04.2024 - Current
- Identified discrepancies between intended and actual configurations through regular monitoring and reporting activities.
- Develop, implement, communicate, maintain the IT Asset Management standards, processes, and procedures.
- Responsible for the implementation and support of the configuration management tools and systems.
- Manage asset discovery processes to ensure up to date and accurate inventory.
- Ensure that adequate governance is in place and the Service Asset and Configuration Management (SACM) processes are being executed successfully and are performing within their KPIs.
- Ensure integration with the other IT Service Management processes such as Incident, Change and Release Management.
- Identify and monitor key risk areas such as technology obsolescence and ensure audit compliance for the in-scope IT Assets
- Review and streamline the Asset and Configuration Management processes on a regular basis for efficiency and effectiveness ensuring any agreed changes to the processes are properly approved and communicated.
- Plan and manage yearly IT asset verification exercise.
- Manage, track and report on all the in-scope IT assets.
- Guide and educate the Data Owners/Custodians and teams involved in the daily administration of the asset management related activities.
IT Asset Management Analyst
Jobline Resources Pte. Ltd.
03.2019 - 03.2024
- Experience in regional inventory management and procurement of IT assets (Mostly Hardware)
- Provided IT Asset Support for Large institutions (FujiFilm, Resorts World Sentosa, Changi General Hospital & Woodlands Hospital) with proven history of improving asset baseline accuracy after acquisition of the role
- Deal with vendors for Purchase Orders & delivery fulfillment
- Tracking of purchased Software licenses by tracking license assignments or transfers in an organization; Tracking of Hardware Purchases and uploads to Asset CMDB
- Creation of IT Asset Summary report in the organization; Creation of Adhoc reports when needed
- Managed Continuous improvements on procurement processes; Improvements on reporting and Asset Tracking
- Desktop Support - Provided Desktop Support such as hardware deployments, tech refresh activities, software installations and troubleshooting
- Data Centre ops - Provided coverage for Data Centre operations for checking server and network health and safety within server rooms
IT HELPDESK ANALYST
Kelly Services Sdn Bhd
09.2015 - 03.2019
- Provides first level IT support to employees for all regional branches of OCBC Bank, acting as the single point of contact for both customers and Technical escalation Teams
- Responds to requests for IT assistance by phone or email
- Major Incident Coordinator – tasked to deal with urgent issues affecting several end users or several departments of the Bank to make sure they are operational at the soonest time possible
- Handling of escalations assigned by Managers
- Was assigned to manage reassigned cases to the Service Desk from several IT Teams to identify process gaps or to identify agent learning opportunities through root cause analysis
- Was assigned in generating Operational Reports and Ticket audits primarily using MS Excel
- Knowledgebase Management – Responsible for Maintaining the Internal Knowledgebase for Service Desk Operations
- Application Support/Admin – for HP Service Manager 9.4 (Internal Ticketing Tool)
- Performing system maintenance and account Management
- Interim Operations Team Lead - Was assigned as Interim Operations Team Lead managing daily operations, strategies and making sure that daily KPI’s/SLA’s are met by Service Desk agents
- Responsible in-Service Desk Agent coaching and development
- Once acted as Assistant Service Desk Manager during Disaster Recovery activities of the Bank, facilitating/planning the Service Desk Team’s role in the activity and relaying information from the Command Centre, Disaster Recovery team and IT resolving groups from Singapore and Malaysia
Service Desk Team Lead
ATOS Information Technology
08.2013 - 12.2014
- Monitoring and managing the Service Desk Agents through coaching to meet service level agreements
- Recognizing Service Desk Agents needs and expectations and carrying out the necessary administrative duties to ensure processes and policies are met
- Conducts or facilitates regular “huddle” sessions
- Expands his/her capabilities through active participation either as leader or participant in knowledge transfer or skills building/enhancing activities
- Administers updates and systematically disseminate information like product releases, features, in-country process updates and product troubleshooting guidelines to support agent product knowledge
- Responsible for development of a highly productive, technically competent TSRs by reducing the percentage escalated cases to develop call handling/control skills of agent
- Channels properly agent concerns to Shift Supervisors so that issues may be addressed
- Independently make decisions for the team; reviews complex decisions with shift supervisors to develop problem solving and decision-making skills
- Works with limited supervision in defining initial goals and addressing complex issues as they arise for calibration purposes
- Provides management inputs on accomplishing goals to have a realistic target
- Covers employee discipline and job competence issues such as customer interaction, telephone skills and performance metrics (includes service levels, AHT, first time resolution, quality of support and customer satisfaction) to meet SLAs
- Identifies knowledge gaps to qualify/propose necessity of training
- Maps out individual training plan to address skill deficiencies then monitors for quality and progress
Situations Manager
ATOS Information Technology
11.2011 - 07.2013
- Responsible in coordinating with different support groups (includes Service Managers) to drive resolution in regard to any pending escalation or complaint
- Interface with end users either to simply provide an update and or recover customer’s confidence with the IT Service
- Inputs feedback in the Complaints Management Application tool
- Engage Service Delivery Management / Service Owners for high level escalations
- Utilize Complaints Management Application tool as a resource for Trend Analysis and Root Cause Analysis
User Account Management
ATOS Information Technology
09.2011 - 11.2011
- Active Directory
- Manage User Accounts (Standard/Functional)
- Manage Organizational Units
- Manage Groups (Distribution/Security)
- Manage resource access (Application/network file access)
- Microsoft Exchange 2007
- Manage User Mailbox
- Manage Shared Mailbox
- Manage Distribution List
- Implement Mailbox quotas
- Manage Mailboxes and Mailbox content
- Manage mail-enabled Groups
- Manage mail-enabled Contacts and Users
- Manage Public Folders
Service Desk Analyst
ATOS Information Technology
08.2010 - 09.2011
- Provide first line response for Siemens-UK employees requiring assistance with IT related incidents
- Responds to requests for technical assistance by phone, email and/or using a help desk management system
- Knowledge of the ITIL methodology, change management processes and risk management processes
- Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams
- Act as a liaison between customers and technical escalation teams
Inbound Technical Support
Stream Global Services
09.2009 - 06.2010
- Provides phone-based troubleshooting support for printer related Concerns and provide excellent customer experience
- SENIOR TECHINICAL SUPPORT PROFESSIONAL – Agent Support Level 2
- Provides real time support to frontline agents guiding them through the tools made available by the client
- Handles Escalation calls from frontline agents
- Deliver reports to a group of Frontline Representatives regarding roll - outs on current service processes and technical product updates
- Facilitates conference calls with clients regarding technical solutions/Work Arounds to products being serviced by the Service Delivery Center
- Accomplishes REMOTE/Side by Side Call evaluations to provide coaching opportunities to frontline agents
- Handles Service Dispatch approvals, Tech Escalations to Engineering
- Analyzes weekly reports from clients regarding CSATS/DISATS & First Call Resolutions
- Manages the call queue
- Accomplishes Daily End of Day Team Reports such as:
- Deep Dive analysis of Service Tickets made by Agents
- Tracking of Orders/Replacements done by Agents
- Accomplishes Weekly Deep Dive analysis on Service Orders (Product Replacements) done by all Frontline agents on the production Floor
- Provides Coaching to Frontline agents regarding performance and metrics set by The Client
Inbound Technical Support
TELETECH
02.2006 - 08.2009
- Provides phone-based troubleshooting for customers with broadband subscription
- (networking setup, email support, wireless)
- PRODUCTIVITY ASSURANCE COORDINATOR
- Providing real time support to the agents in terms of policies, procedures and technical processes of the program
- Approving OEM and modem replacement calls
- Recommending or instructing Network Specialist hand off by Frontline agents with respect to Network Specialist Service Level and Occupancy
- Maintaining up-to-date competency on policies, procedures, and technical knowledge of the program by reading program updates daily
- Conducting pre-shift and/or post-shift meetings regarding technical and procedural updates of the program to their respective teams
- Extending help to the agents through side-by-side evaluations
- Identifying gaps in call flow and processes through a simplified QA form during side-by-side sessions
Education
Primary School -
Olongapo Wesley School
Secondary School - undefined
St. Clare College of Caloocan
College - AB-Legal Management
FEU-FERN College
Skills
- Process Optimization
- Technical Support
- Continuous improvement
- Team Leadership
- Account Management
- Incident Response Coordination
- IT Asset management
- System Configuration Management
- End user support
- Process improvement
Certification
Information Technology Infrastructure Library (ITIL V3), AXELOS, 09/24/16
Timeline
Service Asset and Configuration Manager
Evo Outsourcing Solutions
04.2024 - Current
IT Asset Management Analyst
Jobline Resources Pte. Ltd.
03.2019 - 03.2024
IT HELPDESK ANALYST
Kelly Services Sdn Bhd
09.2015 - 03.2019
Service Desk Team Lead
ATOS Information Technology
08.2013 - 12.2014
Situations Manager
ATOS Information Technology
11.2011 - 07.2013
User Account Management
ATOS Information Technology
09.2011 - 11.2011
Service Desk Analyst
ATOS Information Technology
08.2010 - 09.2011
Inbound Technical Support
Stream Global Services
09.2009 - 06.2010
Inbound Technical Support
TELETECH
02.2006 - 08.2009
Secondary School - undefined
St. Clare College of Caloocan
College - AB-Legal Management
FEU-FERN College
Information Technology Infrastructure Library (ITIL V3), AXELOS, 09/24/16
Inventory Management Foundations, LinkedIn, 2023
Primary School -
Olongapo Wesley School
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