Gerard Baring

About the Candidate

CAREER OBJECTIVE
Dedicated, organized Project Manager, seeking for a position that will allow me to utilize my acquired skills as
a key factor in the strategic growth of the line of business and the company.

EXPERIENCE
May, 2024 – Present
ConnectOS
Project Manager (CodeBlue)
● Governs the initiation, planning, execution, monitoring and closure of projects to onboard new customers
and implement new services for existing customers.
● Develop project plans, timelines, and milestones to ensure projects are delivered on time and within the
budget.
● Manage and lead project teams and provide guidance, direction, support and address any team conflicts or
performance issues in a timely and constructive manner.
● Facilitate project team meetings, e.g., project kick-off meetings, regular weekly cadence or checkpoints,
sync-up meetings, UAT working sessions, Go/No-Go and Post Project Reviews.
● Organize project documentation including minutes of the meetings, roadmaps, gantt chart, issue and risk
log, as well as the lessons learned.
● Create communication plans for project updates, milestones, and risks to stakeholders regularly.
● Identify potential risks and challenges associated with the projects to mitigate as well as monitor throughout
the project lifecycle.
● Participate in internal functional initiatives to improve processes and establish standard operation
procedures.
● Develop project related documents to improve customer experience and share best practices with the team.

September, 2021 – June, 2024
Five9 Philippines, Inc.
Project Coordinator II / Project Manager
● Acts as a Project Manager that handles internal and external projects related to onboarding, software
development and integration following Software Development Lifecycle (SDLC), resolving operational
problems and process improvements.
● Implements predictive or traditional, incremental, and iterative delivery approaches on projects aligned with
methodologies Waterfall, Scrum and Agile.
● Create initial draft of project plans and schedule project planning meeting to stage drafted milestones, tasks,
determine additional or required legworks, and discuss resource allocation to assemble project team.
● Prepare project documentation such as Roadmaps, Charters, and Change Request Forms ensuring all
information is accurate all throughout the project.
● Oversee projects track progress completion, maintain timelines, standard operating procedure,
documentation and provides high level overview reports.
● Attend daily sync-up with the project management team to discuss and assist in planning daily work and
determine obstacles.
● Facilitate project meetings from Daily Standup/Scrum, Discovery/Briefing, Project/Sprint Planning, Kickoff,
Checkpoint or Sprint Reviews, Sync-Up, Go/No-Go and Lessons Learned or Retrospective and distribute
minutes for documentation to all stakeholders and project team members.
● Chair non-project related meetings to communicate relevant information for process improvement and
documentation.
● Facilitate working sessions for requirements gathering, development, UAT, comprehensive training sessions,
demos, and materials along with managing the training project plan up to service to support transition.
● Maintain project documentation in centralized repositories and appropriately communicate and distributes
to relevant audiences.
● Manage project management team documentations such as Runbook/Playbook, Workflow, Project
Templates, and publications of process improvement.

February, 2021 – July, 2021
UNICONS Business Services, Inc.
Project Coordinator (Airespring, Inc.)
● Works as a Project and Coordinator for a telecommunications company that specializes in cloud
communication and managed connectivity services.
● Utilizes Waterfall and Agile methodologies to internal and external projects.
● Handles VoIP, T1 services (Digital PRI, DIA and Broadband) and Local SIP Trunking.
● Facilitate kick-off meetings to discuss project requirements, process and individual responsibilities.
● Schedule technical calls and dispatches to ensure the smooth delivery of the service.
● Monitor the timely completion of the projects and issue identification/resolution.
● Conduct daily tracking of projects from resource management, shipments of the equipment, and workflow
supervision of multiple projects.
● Provide stakeholders with a clear understanding of the project status throughout the entire process, from
on-going, pending, and completed tasks.
● Create and execute project work plans and perform revisions to meet changing needs requirements.
● Outline progress of projects, prepares interim and project completion reports.
● Facilitate efficient and effective internal team and external meetings to communicate project updates.

October, 2015 – March, 2021
Sutherland Global Services
Project Manager / Coordinator (Broadview Networks/Windstream Enterprise)
● Works as a Project Manager and Coordinator specializing the field of telecomunications.
● Exercise Waterfall methodology for regular customer with projects containing clear scope.
● Apply and practice Agile Scrum approaches for wholesale clients with large scale businesses.
● Handle projects with minimal to zero supervision of a Team Leader.
● Specialized in handling VoIP, T1 (PRI, DIA, and DVL), and POTS line services.
● Designated to POTS Pooled Team, handles all POTS related projects from Move/New Line across all channels
of Direct Agents and Enterprise Accounts.
● Handle CDI, one of top 10 accounts serviced by Windstream with a direct communication to clients to
ensure the delivery of services are met.
● Provide weekly reports that contains the data of all the orders being handled.
● Conduct weekly conference call with the CDI clients and onshore management team to discuss process
updates of the orders including escalations.
● Transitioned to wholesale team to lead the group that handles the entire wholesale accounts of
Windstream.
● Leads the wholesale team, handling the escalations by utilizing internal systems to request escalated
support from internal teams on various tasks including dispatches and activation of data and voice services.
● Works with Windstream onshore Management Team to resolve any procedural questions/concerns for all
in-scope projects and take proactive approach to any process gaps.
● Works with internal teams throughout the Service Delivery process to ensure key task intervals are met.
● Initiate obligations for tracking of any customer requested expedites/escalations and continue to be the
point of escalation externally (customer-centric) and internally (Windstream-centric).
● Ensure that all Projects are completed within the allowable SLA.
● Ensure that all process updates from the client are cascaded properly to the team.

September, 2014 – June, 2015
Sutherland Global Services
Level 2 Technical Support Representative / Tier 2 (Intuit Quickbooks)
● Handles escalated tickets from Level 1 Support Team and providing resolutions to complex technical issues.
● Perform advanced troubleshooting steps to customer’s computer and software application by remotely
accessing the desktop.
● Extracts data to manage and categorize the cases from resolvable, and unresolvable issues.
● Conducts research to be able to provide resolutions to complex software issues.
● Provides refresher and floor support to teams during Team Lead and SME’s absence.
● Ensures all agents are calibrated and knowledgeable regarding new issues by providing updates to each
team.
● Collates data to be able to provide daily, weekly and monthly reports to clients.

April, 2014 – September, 2014
Sutherland Global Services
Technical Support Representative / Tier 1 (Intuit Quickbooks)
● Handles high volume of incoming calls and provides resolutions to customers technical issues.
● Performs basic troubleshooting to customers computer, limited to software related issues and Micosoft .Net
Framework.
● Initiates an escalation to Level 2 / Tier 2 Support team to perform advanced troubleshooting step.
● Assists customers in software installation and setting up their company profile.

January, 2014 – April, 2014
Expert Global Solutions
Customer Service Representative (Sirius XM)
● Manages high volume of incoming calls and generate sales leads.
● Identify and assess customers’ needs to achieve satisfaction.
● Builds sustainable relationships and trust with customer accounts through open and interactive communication.
● Provides accurate, valid and complete information by using the right methods/tools.
● Handles customer complaints, provide appropriate solutions and alternatives within the time limits.
● Follows communication procedures, guidelines and policies.

July, 2010 – January, 2011
NCO (RMH Teleservices Asia Pacific, Inc.)
Outbound Sales Representative (AEGON)
● Conducts outbound customer calls to promote and sell a product or service.
● Create, maintain and update database of customers with complete information and emails.
● Monitor competitors’ products or services and create selling strategies for own products or services.

CERTIFICATIONS
August, 2024 - In Progress
Lean Six Sigma Black Belt Certification, Process Doctors Academy
April, 2024
Scrum Master Accredited Certification, Scrum-Institute
April, 2024
Lean Six Sigma Yellow Belt, Process Doctors Academy
April, 2022
ITIL 4 Foundation, ActiveLearning, Inc.