Leo Lourdes
CERTIFICATION: Certified PECB Trainer Certified HRDF Trainer Certified CCSD Cyber Security Professional Certified CCSD Cloud Technology Associates Certified GCSD Lean Six-Sigma Green Belt Certified PECB Lead Auditor ISO/IEC 9001 Certified CCSD ISMS Lead Implementer ISO/IEC 27001 Certified in Prince 2 ® Foundation in Project Management Certified in ITIL ® Information Security based on ISO/IEC 27002 Certified ITIL ® Practitioner in IT Service Management Certified ITIL ® Intermediate in IT Service Operation Certified ITIL ® Foundation in IT Service Management Certified ITIL ® in Cloud Computing Certified COBIT ® 5 Foundation Certified in Coaching and Calibration Skills for Call Center Certified in Delivering Learning / Teaching by City & Guilds, United Kingdom More than 6 years of experience in Leadership Coaching for Businesses • COACHING OVER INTERNAL AUDIT PROCESSES • ENGAGEMENT IN IT SERVICES WITH THE NEEDS OF ITSM/ITIL PRACTICES • ENGAGEMENT OF IT SERVICE MANAGEMENT ISO 20000-1:2011 • COACHING OF QUALITY MANAGEMENT SYSTEM ISO 9001 • COACHING SOFT-SKILLS TRAINING FOR CALL CENTER • TRAINING OF CALL CALIBRATION TECHNIQUES More than 7 years of experience in Service Solutions for Businesses • DELIVERY ON IT SERVICE OPERATIONS • DELIVERY ON SERVICE TRANSITIONING • DEVELOPMENT OF SERVICE SYSTEM CONFIGURATIONS • TRANSFORMATION OF IT INFRASTRUCTURE • CONFIGURATION OF IT SERVICE MANAGEMENT TOOL PROJECTS & TALKS UiTM Leadership Dialogue Cyber Security Professional Dialogue GKK Leadership Development Talk ISO 9001:2015 Consultation & Implementation ISO 27001:2013 Consultation & Implementation CORPORATE Management Representative (MR) ISO 20000-1: 2011 Head of Department - IT Service Desk Incident Manager Problem Manager Change Manager Data Center Facility Manager QA ISO 9001 Coordinator Senior CRM Delivery Analyst TRAINING Cyber Security Professional Cyber Security Awareness Cloud Technology Associate e-Commerce ITILv4 Foundation Industrial Revolution 4.0 Leadership in You Great Communicator Customer Service Professional Digital Marketing Robotics Process Automation IT Service Management ACADEMIC QUALIFICATION 2019 : Masters in Business Administration (IT Management) Multimedia University, Cyberjaya. 2016 : BoM (Hons) in Human Resource Management - Multimedia University, Cyberjaya. 2006 : City & Guild Level 3, Certificate in Delivering Learning - Newcastle College, Newcastle, United Kingdom. 2003 : National Higher Diploma in Information Technology - Nirmal Institute of Information Technology, Ipoh, Perak. 2001 : Certificate in Information Technology - PBUM, University of Malaya, Kuala Lumpur