Professional Overview
Richard Arbilon is a seasoned Operations Manager with a strong background in IT Global Service Desk management, currently working at Tata Consultancy Services in the Philippines. His key expertise areas include incident management, project management, and team supervision, with a focus on the IT services industry.
Experience Summary
Current Role
As the Operations Manager of the IT Global Service Desk at Tata Consultancy Services, Richard oversees the daily operations of the service desk, ensuring timely and effective resolution of incidents and requests. His key responsibilities include managing a team of IT professionals, monitoring service desk performance, and implementing process improvements to enhance customer satisfaction and efficiency.
Career Progression
Richard's career progression is marked by notable roles such as Incident Manager at NICE CXone, Associate Project Manager at Atos, Project Manager at IBM, and Operations Supervisor at ScopeWorks Asia, Inc. These positions have contributed to his growth as a leader and expert in IT service management, with a career trajectory spanning over 14 years.
Academic Background
Richard holds a Bachelor of Science degree in Environmental Science from Mindanao State University and a Postgraduate Diploma in Land Use Planning from the University of the Philippines Open University.
Areas of Expertise
His expertise includes IT service management, incident management, project management, team leadership, and process improvement. Richard is skilled in managing global service desks, supervising IT teams, and implementing efficient processes to achieve high customer satisfaction rates.
Professional Impact
Although specific project details are not provided, Richard's experience in managing IT service desks and leading teams has likely contributed to improved customer satisfaction, increased efficiency, and reduced incident resolution times in his previous and current organizations.
Conclusion
Richard Arbilon's professional trajectory is characterized by steady growth and increasing responsibility in IT service management. Currently focused on leading the IT Global Service Desk at Tata Consultancy Services, he brings value through his expertise in incident management, project management, and team leadership, aiming to drive efficiency, customer satisfaction, and process excellence in the IT services industry.
