Bernard O.
Mid-Level IT Service Management Specialist
Open to offersNew to PlatformAbout
Bernard A. is a seasoned CCTV Expert with a robust background in video surveillance systems, security technology, and the BPO setup industry. With over a decade of hands-on experience, Bernard has managed the design, installation, maintenance, and troubleshooting of CCTV equipment—including both IP and Analog systems, fire alarms, and access control solutions—and is certified in Bosch Access Control and Video Management Systems. His expertise extends to service desk management and the application of ITIL practices, particularly in service delivery and incident/problem management, demonstrated at Chinabank Corp., Systemantech Inc., and Bosch. Alongside technical roles, Bernard has provided legal research, team supervision, and HR support within call centers, insurance, and banking sectors. His proven ability to manage IT services, lead technical teams, and implement security systems underpins his value in high-security and customer-focused environments.
Experience
Incident and Problem Manager – Chinabank Corp. (Client)
VERTERE GLOBAL SOLUTIONS INC · 2024 — PresentCoordinates rapid restoration efforts in response to incidents, ensuring normal business operations resume swiftly. Oversees the complete lifecycle of IT-related problems, identifies and implements temporary workarounds, and develops permanent solutions for known errors. Conducts trend analyses to evaluate key services and recurring incidents.Service Delivery Officer
SYSTEMANTECH INC · 2023 — 2023Managed Servicedesk Operations by applying ITIL practices, including Incident Management and Problem Management. Acted as a primary contact for contracted suppliers, handled incident and problem resolution in coordination with multiple departments, and performed root cause analyses to identify and reduce recurring issues.ACCOUNT SUPPORT MANAGER
ACTIONLABS INC. · 2022 — 2023Ensured departmental alignment with client and customer requirements, addressed customer complaints, provided solutions, and maintained ongoing positive client relationships.PROJECT SUPERVISOR
AEGUS SECURITY TECHNOLOGIES INC · 2019 — 2022Oversaw all phases of project deployment, including system design, installation, and commissioning. Allocated resources and managed daily operations of the project team while monitoring site progress and making necessary adjustments.TECHNICAL SUPPORT SUPERVISOR
ROBERT BOSCH INC. · 2015 — 2017Delivered pre and post-sales support for Bosch Video Systems, provided technical training to partners such as distributors and system integrators, and performed troubleshooting for CCTV and Access Control via email, phone, and site visits.ASSOCIATE / SERVICE DESK ANALYST / SUPERVISOR
BOSCH SERVICE SOLUTIONS INC · 2012 — 2015Handled service operations for multiple accounts, including Lufthansa German Airlines, CI Hotline, and Bosch E-mobility Support.EMPLOYEE RELATIONS OFFICER
SUTHERLAND PHILS. INC. · 2012 — 2012Assisted Human Resources Administrators in administering daily functions related to recruitment, selection, promotions, transfers, legal compliance, performance evaluations, and employee relations, as well as addressed general inquiries regarding policies and regulations.LEGAL RESEARCHER
CENTRAL MANAGEMENT INC. · 2011 — 2012Conducted in-depth legal research on various topics, compiled and analyzed legal documents and case law, organized research findings, and prepared legal briefs, reports, and memoranda as needed.TEAM SUPERVISOR
SYKES MARKETING SERVICES INC · 2010 — 2011Coordinated daily workload for the team, supported colleagues’ understanding of the mortgage application lifecycle, and collaborated with banking teams to enhance productivity. Managed documentation, due diligence for both regulated and non-regulated lending, and participated in risk forums and process review.TECHNICAL SUPPORT REPRESENTATIVE
CONVERGYS INC · 2009 — 2010Assisted customers with Telco-related inquiries, such as billing, account changes, technical support, and service questions.TEAM SUPERVISOR
AEGIS PEOPLESUPPORT INC. · 2006 — 2009Oversaw the performance of a call or contact center team, provided leadership and coaching, and developed plans to achieve operational targets.
Skills & Expertise
Education
- Bachelor of Arts: Legal ManagementUniversity of the East · — — 2006
- Master's in Philosophy: Philosophy (Units – Earned)University of the Philippines
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