Emanuel G.
Mid-Level Change Management Coordinator
Open to offersNew to PlatformAbout
Emanuel G. is an experienced Change Management Coordinator at Stefanini IT Solutions, where he excels in overseeing the entire change management process. His responsibilities include facilitating CAB meetings, tracking change progress, and ensuring compliance with organizational policies. Emanuel's expertise extends to his previous roles, notably as an Incident Control Specialist II, where he led major incident response efforts to minimize service disruptions and mentored junior staff. His technical prowess is reinforced by his foundational experience as a Help Desk Technician, resolving technical issues efficiently using phone, email, and remote tools. He holds a Bachelor of Science in Tourism Management from the University of Perpetual DALTA. Emanuel's career reflects a robust blend of strong technical abilities and strategic process improvement, all contributing to enhanced service delivery and operational efficiency in the IT solutions and technical support sectors.
Experience
Incident Control Specialist II
Stefanini IT Solutions · 2024 — 2026Direct major incident response activities to guarantee swift resolution and minimal service interruption. Work collaboratively with cross-functional teams to facilitate communication during significant incidents. Design and execute incident management processes to improve operational efficiency while mentoring junior staff on best practices.Incident Control Specialist I
Stefanini IT Solutions · 2023 — 2024Create and put into practice control processes aimed at enhancing both system reliability and performance. Track operational metrics to pinpoint inefficiencies and recommend corrective measures, while analyzing data trends for strategic decision support and improved service delivery.Subject Matter Expert
Stefanini IT Solutions · 2021 — 2023Lead initiatives with cross-functional teams focusing on service delivery and client satisfaction improvements. Develop materials for training new staff and conduct assessments of workflows to discover opportunities for process enhancement while collaborating with stakeholders to ensure project alignment with business goals.Change Management Coordinator/Change Manager
Stefanini IT Solutions · 2021 — PresentOversee the complete change management process, ensuring documentation, assessment, approval, and implementation of change requests align with organizational policies. Facilitate CAB meetings, monitor change progress, and maintain compliance with timelines, risk assessments, and audit requirements while ensuring clear communication with stakeholders.Help Desk Technician II
Stefanini IT Solutions · 2021 — 2021Address technical issues for end-users through phone, email, and remote support tools. Diagnose both hardware and software problems to ensure quick resolutions that minimize downtime. Manage the ticketing system to efficiently prioritize support requests while training new staff on IT systems and troubleshooting methods.Advisor II, Technical Support Tier II and Translation Services
Concentrix · 2019 — 2021Devise strategic initiatives to improve client engagement and satisfaction by providing expert advice on product offerings. Coordinate teams across functions to enhance operational processes and analyze market trends to guide strategic decision-making and identify potential growth opportunities.Tier 2 Technical Support Representative
Concentrix · 2017 — 2019Resolve complex technical issues to ensure customer satisfaction and retention. Collaborate with cross-functional teams to optimize support processes for improved response times while mentoring junior team members on troubleshooting techniques and customer service best practices.Technical Support Representative
Concentrix · 2015 — 2017Address customer inquiries through phone and chat support, providing timely and effective assistance. Document technical issues and resolutions in the ticketing system for future reference while collaborating with colleagues to troubleshoot software and hardware problems.
Skills & Expertise
Education
- Bachelor of Science in Tourism ManagementUniversity Of Perpetual DALTA · — — 2016
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