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Armando Anthony III

@armandoanthonyiii

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Operations & IT Helpdesk leader driving service delivery and implementation.

Philippines

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What I'm looking for

I seek roles where I can lead helpdesk and implementation teams, drive process improvements, mentor staff, and deliver measurable service and operational efficiencies in a collaborative, growth-oriented environment.

I am an operations and IT helpdesk leader with nearly two decades of experience in technical support, customer service, and backend operations. I specialize in implementing systems, onboarding clients, and improving service delivery through process management.

At AutoVerify, I led client onboarding, integrations via FTP and API, and ongoing account technical support while coordinating with development through Jira to drive product improvements and client retention.

Previously, I supervised IT helpdesk operations at Cognizant, conducted root cause analysis for endpoint and POS systems, co-led campaign transitions, and delivered a Six Sigma Green Belt project to improve ticket handling efficiency.

I am committed to mentoring high-performing teams, optimizing SLAs and KPIs, and delivering measurable process improvements that enhance operational efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Implementation and Support Specialist

AutoVerify Inc.

Jan 2018 - Jan 2024 (6 years)

Led client onboarding and integrations of AutoVerify tools, ensuring seamless deployments and adoption while providing technical support and account management to improve retention.

Onboarding API Integration HubSpot Zoho FTP Jira & Customer Success Data Integration

IT Helpdesk Tech Lead

Cognizant Technology Solutions

Jan 2012 - Jan 2017 (5 years)

Supervised IT helpdesk operations and SLA compliance, performed root cause analysis and advanced troubleshooting, and co-led campaign transitions with training and documentation.

ITIL Incident Management Root Cause Analysis Six Sigma SLA Management

Customer and Sales Team Manager

Customer Contact Channels Inc.

Jan 2011 - Jan 2012 (1 year)

Managed customer service and sales teams, implemented local campaign setup including recruitment and training, and drove sustained top performance in sales and service metrics.

Team Management Recruitment Training Campaign Setup Performance Management Quality Assurance Operations

Team Manager / Project Lead

ACS (an Alorica Company)

Jan 2006 - Jan 2011 (5 years)

Oversaw outbound technical support campaigns, designed workflows and KPI tracking, and developed tools and reports that improved operational productivity across the site.

Workflow Design KPI Tracking Reporting Technical Support Performance Optimization

Technical Support Specialist

Ambergris Solutions Inc.

Jan 2004 - Jan 2006 (2 years)

Provided Windows troubleshooting and malware removal, specializing in PC security, virus protection, and OS configuration to restore client systems and security.

Customer Support Technical Diagnostics