Table of Contents

I. Introduction

A. Brief History
B. Background of the Company
C. Company Profile

II. Summary of the OJT Experience

III. Assessment of the OJT/Practicum Program

A. New Knowledge, attitudes, and skills acquired

B. Theories actually seen in practice
C. Feedback that can be given to the company or institution
D. Benefits gained
E. Problems encountered

IV. Appendices

A. Company brochure and/or pamphlet

B. Copy of the Endorsement Letter
C. Copy of the Training Plan
D. Copy of the signed Waiver Form
E. Daily Time Record
F. Quarterly Performance Appraisal Forms
G. Certificate of Completion

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 I. Introduction

A. Brief History

One of the fast-paced developing BPO organizations in the Philippines, RJ Globus Solutions
started operating in the year 2012 and within the range of 6 years of the organization, it has become
stronger and at the present working with over 900 operational seats situated at 4 unique destinations
inside the Ortigas area.

RJ Globus Solutions' administration model integrates start to finish answer for all redistributing
essentials running from Professional seat renting administrations, Private office space, Virtual
Assistance, Process Outsourcing, Recruitment and Hiring, Payroll and Accounting and so forth. Led
by their Chief Executive Officer, Mr. Pradeep Kumar with over 12 years of vital, money related and
process counseling and contact focus industry, efficiency tuning, operational administration
experience inside monetary administrations, covering segments and the key to BPO geologies of the
Philippines and India.

B. Background of the Company

In a universally aggressive condition, ventures are progressively centered around fortifying

their center capability. With a broad involvement in giving incorporated BPO administrations, RJ
Globus Solutions, a Datamatics Company, is resolved to help endeavors meet their business
objectives.

The organization has a group of 300+ exceptionally gifted experts who are well-prepared to
convey to scale a profoundly created suite of BPO administrations including Customer Relationship
Management, Multi-lingual Voice and Non-Voice Customer Service Solutions, Shared Services,
Business Transformation, and Analytics. Alongside the parent organization's center BPO
contributions in Finance and Accounting, Health Claim Management, New Business, Policy
Servicing, Research and Analysis, RJ Globus has a considerable nearness in the BPO division.

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 With a pledge to help the clients' business forms, RJ Globus goes about as a change accomplice
and conveys an incentive to its clients through brilliant arrangements. It obliges assorted industry
verticals including Telecom, Banking, and Financial Services, Healthcare, Aviation, Consumer
Electronics, web-based business, just as Travel and Leisure crosswise over US, UK, China, and
Australia. Having a regularly developing arrangement of arrangements, the organization's witticism
is to take a stab at greatness through constant advancement, help clients increase an aggressive edge,
and amplify investor return.

C. Company Profile

Name of Company : RJ GLOBUS SOLUTIONS, INC.

Address : 3rd Floor, Tower 1, Rockwell Business Center Ortigas Ave,

Pasig City, 1600 Metro Manila

: 8th and 9th Floor, Hanston Building, Ortigas Ave, Pasig City,
1600 Metro Manila

Chief Executive Officer : Pradeep Kumar

Position : President

Immediate Supervisor of the Trainee : Richard T. Cayrel

OJT Supervisor Position : Senior Network Engineer

Telephone No : (632) 239-7685

Mobile No : +63 9565 968 811

E-mail Address : richard.cayrel@datamatics.com

URL : http://www.rjglobussolutions.com/index.php

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 MISSION

RJ Globus mission is to set the highest standards in how we serve and support our customers, our
employees, shareholders and the communities in which we live. We will act as a transformation partner
delivering value and innovation in a manner which is open, transparent and ethical.

VISION

RJ Globus vision is to be a world leader in the provision of innovative solutions and services to our
customers. We will maximize shareholder return, provide a great place to work where our people will be
inspired to be the best they can be, and be a responsible, global, corporate citizen

KEY VALUES

 We strive for excellence, continuous innovation & learning

 We are responsible Corporate Citizens
 We fulfill our commitments, act with integrity and respect our people
 We create superior value for our customers
 We have fun doing what we do best

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 CORPORATE RESPONSIBILITY

All employees of RJ Globus Solutions harbor a strong and passionate belief in making a positive
difference to the communities in which we operate. We firmly believe that as a responsible Corporate
Citizen, we will:

 Demonstrate financial and personal commitment to bring about real and positive change in the
community
 Advocate the promotion of children’s education, primary healthcare and the social upliftment of
fellow members of our local community
 Recruit, train and develop a local workforce to grow our organization and create job opportunities
 Be environmentally conscious and observe the letter and spirit of prevailing laws of the land
 Encourage our employees to actively participate in local community activities which support the
needy, underprivileged or marginalized members of our community.

All members of the RJ Globus Solutions team strive to uphold, abide by, and live the values of the
values of our organization. We believe that our values reflect our desire to be responsible corporate citizens
and members of our community. It is our fervent desire to meaningfully repay to society, the benefits that we
are fortunate enough to enjoy.

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 II. Summary of the OJT Experience

On-the-job training has a great role in school educational plan that expects to prepare and arrange
understudies about the work and their future vocation. It is a kind of expertise improvement where a
specialist figures out how to take every necessary step through hands-on involvement. On-the-job training
is one strategy by which students are uncovered with various work circumstances intended to offer students
a chance to involvement and an opportunity to apply the hypotheses and calculations that they have gained
from the school. It additionally encourages the students to obtain applicable learning and aptitudes by
performing in a real work setting. OJT is significant not exclusively to instruct students in regards to their
picked profession yet, in addition, to demonstrate the reality of working.

As I rendered my 486 hours in OJT, I’m ecstatically excited to share my learning and experience in
the company. Of course, in able to render hours for OJT I must first search for a company that is in line
with my college degree. Since I’m taking up a Bachelor of Science in Information Technology, I’m looking
for IT companies or companies that have IT management. I started looking in the area where I desired to
work after I graduate college. One of my colleagues recommended me a BPO company around the Ortigas
area. As I apply with my classmates, we got interviewed one at a time by the HR (Human Resources)
management and I would say that this is a good way to prepare myself whenever I apply for a job. A
standard format for fresh graduates is a one-page curriculum vitae because infusing it with a lot of
information makes you unable to answer some of the HR questions. That's what I learned in the early time
of my OJT experience. After us being oriented and preparing all of the pre-requisite papers requested by the
HR management, I'm set to start my rendering hours.

On my first day of training, together with my co-interns. We got a tour around the company.
Everything is neat and systematic, thanks to their housekeeping personnel. I was exceptionally energized
and somewhat anxious as a result of the new environment and the new individuals surrounding me. I didn't
have any thought of what sort of individuals they are and it caused me to alter myself with their characters
and mentalities.

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 My first week was extremely a decent start but pressured as well whereas my schedule is in night shift and
I’m having a hard time adjusting. But I was persuaded to perform perfectly on account of what I have just
cultivated and as a result of our Senior IT who is exceptionally obliging and kind to me and my co-intern.

Every call center agents, staffs, and other employees of the company are very well
approachable, especially our Senior ITs. Reminiscing the first time I assisted an agent’s concern. Well,
since I’m not a technical person I’m anxious when it comes to supporting technical issues. Troubleshooting
no internet connection or intermediate internet connection is one of the usual issues in every campaign. If
the first execution didn’t work, I will try other alternative options, implementing the basic command in
command prompt such as flushing of DNS, releasing the current IP address then renewing to request a new
one. If the problem persists the protocol should be checking off the proxy address of the network
connection. Sometimes there in the wrong IP address so we will have to request to our Senior IT to change
the VLAN connection of the computer. I’m constantly anxious on executing installation of applications due
to the reason that there’s a possibility the installer carries a virus. So I often end up asking someone who is
well knowledge of doing the installation. But now, I can install applications without hesitation with the
guidance of our Senior ITs, they provided installers and also teaches us how to identify if it contains a
virus. I’m immensely grateful for our Senior ITs and old interns for having overlong patience in explaining
and guiding me step by step on what action I should perform in the situation/problem.

I have mentioned that I’m not much as a technical person so with this opportunity I’m able
to learn the actual work of IT. I always thought that this industry is an opportunity for programmers. But I
discovered that IT is broad and not limited in programming. There are many careers that I could pursue
after I graduated this course such as AI Engineering, Data Science, Mobile Development, Web
Development, Game Development, Software Engineering, IOS Development, Development Operations,
Data Architecture, Data Engineering, System Administration, Cloud Architecture, IT Management,
Technical Instruction, Consultancy (Consulting if the project is feasible), Solutions Architect, System
Analysis, Quality Assurance, UI UX Development, and the most highest paid job in the IT industry, the
Security Analysis. I just discovered all of these during my stay at RJ Globus Solutions.

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 Months passed by, my mind and body have completely adjusted in my shift. I’m thankful
that I’m assigned to this night shift because this is the hours where the technical issues are great. Most of
the company’s customers are calling from the US, UK, China, and Australia. Sometimes the issues are not
easy to resolve considering there are over 300+ agents and every campaign needs IT assistance. I learned
how to use my time practicing to cover all of the issues assigned to me. Everything in call center demands
to be fast-paced, most of the agents have ongoing calls/chats with their customers. As part of the IT
department, we must be quick in solving the issues.

A new campaign based in Australia came and the IT department is busy deploying computer
units and installing the applications that the newly hired agents will use. It was tiring yet joyful working
with the team for the reason that they’re not negative towards the situation and enjoying everyone’s
presence. After deploying the computer units, the interns must record every equipment in an inventory. The
purpose of this is to monitor and keep the updated documentation of computers. The task is not as simple as
it sounds to be because every workstation must be recorded accurately. Our Senior ITs continuously
educating us while doing the technical support. Mostly explaining to us the root cause of the problem,
identifying what solution need to execute, and how to prevent the issue.

A ticketing system permits IT assistance to be sorted out, engaged, productive, and

successful. This precisely affects expenses and incomes, client maintenance, and open brand picture. At
last, ticketing frameworks are a way to help and enable you to manage any issues/episodes in your
organization, dealing with the occurrences from the minute they're caught through to their verdict. Now that
I’m introduced to ticketing, I understood that this is essential for it could be useful for the future if you want
to track the issue and how to settle it. Also, it helps in monitoring most of the solved issues during the
month and discovering why it happens during that month. I experience how ticketing works and by what
means extremely important this is. I always led back to the previously settled issues to execute on the issues
that I’m currently working on. Initiating to search it will be productive for all of us.

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 Throughout the time of the internship, I’ve encountered a Windows Firewall. I’m completely
peculiar about to this so, to understand Windows Firewall, by default, it permits every single outbound
association and allows settled inbound associations (that is, an inbound association that is in direct reaction
to an outbound association started from your computer or system). Firewalls are securing Microsoft's Web
servers and your ISP's DNS servers. All together for your computer to interface with Microsoft's Web
servers, Microsoft should initially make firewall standards to permit the correspondence. This is practiced
by making a firewall decide that it says to permit any inbound IP address to interface with 207.46.232.182
(Microsoft's Web server) on port 80 (HTTP). Your ISP must make a comparable guideline on their firewall
that says to permit any inbound IP address to associate with its DNS servers on port 53 — which is the
standard port for DNS.

Also I learned how to setup VPN (Virtual Private Network), it is a setup that makes a safe,
encoded connection over a less secure system, an example of this is an open web. A VPN uses burrowing
conventions to encode information at the sending end and unscramble it at the less than the receiving end.
To give extra security, the beginning and accepting system locations are likewise encrypted. Locked-out
issues are one of my favorite concerns about the call center agents. This situation occurs when the user
inputs the wrong password or information for the maximum of three times, their account will be locked out.
It is usually settled by resetting their password or unlocking their account.

There were concerns that don’t really need much of troubleshooting. Situations such as the
agents request for their shared drive or installer of needed applications. Usually you can access these by
mapping a shared drive that has already been shared on the computer’s network from the list of drives that
your computer can access. I thought that sharing a drive would be hard because I haven’t memorize the
map address of every campaign. It was challenging for me for its long, has random numbers, and different
for every campaign. For example, if the Neusoft campaign asked for their shared folder, we will map
10.63.251.240\Agent Files. While on the rest of the campaigns has to be 192.168.50.244\campaign_folder$\
(name of the campaign).

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 As I wrap up my internship experience, this was indeed enjoying and full of new learnings. I
have come out of my comfort zone, I personally don’t like new environment because there will be another
adjustments to be made but after I have completely rendered my hours it’s hard for me to say goodbye to
my co-interns and Senior ITs. Before I was worried what job will I get when I don’t know how to program.
Now, I’m no longer worried about it. With this experience, I understand and see how IT works in the
corporate world. I will surely bring this practice to my future profession.

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