Dennis Miguel

Dennis V. Miguel Address: TH2 East Mansion Town Homes Elisco Road, San Joaquin, Pasig City Philippines Mobile: - / - e-mail:-KEY COMPETENCIES ● I.T. Management (ITIL Practitioner) o Problem and Change Management o Service Level Management o Contracts and Vendor Management o Disaster Recovery Planning (DRP) o SAP Implementation/ Migration o Helpdesk Consulting o Data Center Operations o Desktop Support Services Management o Telephony Skills ● Business Process Outsourcing (BPO) Management o Transition Management of work/function Migration o Operations Management o Information Security Management o Business Continuity Planning (BCP) o Program Management o Implementation and Continuous Improvement of migrated functions ● Project Management (IBM Certified PM) o Project Planning o Tracking/Monitoring Project Implementation/ Performance o Managing Project Financials o Managing Project Teams o Managing Subcontractors o Contract Management o Conducting Project Reviews CAREER SUMMARY ● ● ● ● ● ● Experienced BPO Leader and I.T. Professional for 26 years holding various positions (ranging from Business Demand Management, Project Management, Consulting, Operations Management, Information Security, Business Continuity Management/Disaster Recovery Planning) I.T. Executive with 17 years’ experience, leading teams in the successful implementation of I.T. projects (including SAP/ERP migration) and running I.T. operations Service Delivery Manager for 5 years, managing high performance I.T. Professionals, Helpdesks/ Call Centers, Technical Support and Deployment teams Quality Assurance Resource with 2 years’ exposure in reviewing statements of work, proposals and contracts for technical and delivery assurance/capability Proposal Manager, leading cross-functional teams and helping Sales in coming up with proposals and contracts I.T. Specialist with 3 years’ of supervisory responsibility and hands-on work on LAN/E-mail/Server Administration, PC/Networks/Telecommunications support, and Data Center operations WORK HISTORY Aboitiz Equity Ventures, Inc. Head of IT Managed Services August 2018 – January 2019 Responsibilities ● Re-structure IT operations into a new Managed Services model ● Lead the team in the day-to-day management of IT operations and support services ● Conduct due diligence for potential business units that will migrate into managed services ● Continuously grow Technology Managed Services to meet an increasing demand. ● Stakeholder management; Part of Technology ManCom ● Service level Management, Vendor Management ● Problem Management (as escalation point) ● Program Management, Technology Outsourcing consultancy Wells Fargo Enterprise Global Services LLC Head of Technology Infrastructure October 2015 – February 2017 Responsibilities ● Continuously grow Technology footprint in Manila to meet an increasing demand for off-shore resources. Positioned as a local leadership presence across a broad range of technology services delivered in Manila. ● Ensure delivery of IT support services (across the end user devices, collaboration and mobility services) to EGS Manila team members – covering incidents and service requests, ensure repeat incidents are managed through a visible problem management process to eliminate recurrence, utilize the EACO process to manage service availability ● Manage the overall end-user experience – partner with local stakeholders around their technology expectations, define appropriate service models in partnership with the TOG EIT organization, demonstrate a high degree of proactive planning to drive team member experience, use data to drive decisions on resourcing and cost structures, ensure appropriate review and governance over changes that impact the operational environment. ● Build relationships with key stakeholders – identify opportunities for improving services delivered, recommend alternatives to enhance benefits derived from services offered, define and manage a service reporting process as well as a mechanism for regular connects, help define end-user education needs ● Ensure adequate tools and processes are in place to deliver quality support services – lead implementation of appropriate tools / process improvements ● Manage the local execution and implementation of team member facing projects (eg., operations transitions, end-user moves, technology refreshes, product transitions etc.) – partner with the appropriate TOG EIT teams to manage the risks to the success of the project, ensure project implementations are effectively transitioned to supportable production operation ● Manage risks to the availability and scalability of EGS Operations in Manila as well as the other EIT off-shore services delivered from the site. Part of the site Crisis Management Team to plan and execute continuity plans from an EGS Technology perspective. ● Maintain necessary relationship with local vendors to ensure effective delivery of contracted services, with other global services organizations in the region to understand emerging practices and opportunities within the industry etc. ● Responsible for the effective management of IT assets utilized by EGS Manila – ensure complete tracking of asset purchase, allocation, inventory management, disposal, setup and monitor controls to eliminate inventory mismatches ● Local administrative leadership for off-shore delivery teams within the EGS Technology and work with the functional leaders within EGS to ensure appropriate capability builds and delivery effectiveness. ● Drive the EGS Technology vision and shared objectives among the Technology team members based in Manila, active participation in the local implementation of the efforts coming out of the TLOL streams. ● Partner with EGS Finance to create transparent cost model for infrastructure services delivered, manage expense accruals, accountable for the planning / tracking of the EGS site infrastructure budget, ensure adequate visibility to the site headcount forecasts for each functional team within EGS Technology ● Partner with EGS HR to sustain team member engagement, manage team for high performance, develop and nurture talent ● ● ● Partner with EGS Risk to ensure implementation and validation of necessary controls, proactive management of delivery risks, Partner with EGS Opex to define and manage operational metrics, publish scorecards on team performance / end-user experience, demonstrate continuous process improvements and operational efficiencies Partner with WFIS Comms – gather feedback, communicate change, enable end-user self-help Gearbulk Management Ltd. ROHQ IT Head/Global IT Support Manager December 2014 – October 2015 Responsibilities ● Head of local IT organization and member of the Manila Management team ● Head of Global IT Support Services;​ ​in charge of strategy and delivery of IT support services for all offices globally (with IT hub in London, England), as well as all the vessels of the company (IT vessel systems in Bergen, Norway) ● IT Management and Process owner for Incident Management, Problem and Change Management ● Vendor management for all IT Services implementation globally ● Service Level Management for all stakeholders, includes managing of IT cost locally ● People management and ensure development of all IT staff Freelance/ Independent Consultancy IT Management Consultant/Program Manager April 2012 – December 2014 Projects/Clients ● Sysnet Philippines – ​consultancy work on Project Management best practice and trained the project implementation teams ● Coca-Cola Bottlers Phils. Inc. – ​IT Consultancy for Head Office move from Makati to Taguig (Bonifacio Global City); leading IT project team and vendor management and coordination; provide guidance on “best practice” office move strategy for IT and help in design and implementation of technology infrastructure ● Appsource Inc.​ –​ ​provided Management consultancy and acting VP for Infrastructure; lead in revitalizing the team and expansion into providing outsourcing services and solutions ● Manila Hearing Aid ​- IT and Management consultancy for improving/updating clinic and back-office processes, including development work for consolidation of databases from various legacy and stand-alone systems into a data warehouse; provide guidance for migration to an updated CRM and ERP Finance system to be implemented enterprise-wide (this includes options analysis and guidance for technology selection as well as vendor-partner selection) ● Bacardi ​– ​Project vendor management for Structured Cabling implementation Deutsche Bank Vice President/Country Head - Information Enterprise Services December 2010 – March 2012 Responsibilities ● Responsible for planning, directing, and managing the function ● Focus on support and execute against the vision of the Deutsche Bank Global Technology organization. ● Create strategy for the function by setting goals and direction for the teams. ● Accountable for inspiring the function to support Global Technology initiatives and wider Group Technology and Operations initiatives ● Part of the leadership team within the function and Global Technology ● Accountable for working with colleagues across the organization to deliver on the strategy for Global Technology. Accomplishments √ √ Revitalized IT organization and achieved better stakeholder understanding of infrastructure cost both from the Bank and the Shared Center of Deutsche Bank Updated IT process towards compliance to best practice standards and bank regulatory requirements Shell Shared Services Asia B.V. July 2004 – November 2010 Information Technology Business Demand Manager Responsibilities ● Directly reporting to the country General Manager ; Member of the Management Committee ● Designated Information Security Manager and Business Continuity Plan (BCP) Manager ● Meet the demand (provided by the Shell Business Services team) and to ensure continuous business operations ● Nominated by the GM to take additional role of Health, Safety, Security, Environment Manager ● Function as Chief Information Officer for the legal entity, looking after IT demands of the business ● Responsible for planning and budget owner (US$ 20M) development, tracking and implementation. Implement cost reduction initiatives as appropriate on an ongoing basis. ● Concurrently reports to Common Infrastructure Management Global IT Program Manager for Shell Shared Service Centers ● Head of IT Department, responsible for approving and implementation of IT projects in the Center ● Responsible for supporting all IT activities in the Shell Business Service Centre Manila, including IT service delivery (voice and data communications, SAP migration and implementation, call center, PCs, servers, etc), operational support, fixed timescale local delivery of multiple parallel projects and engagement with the local senior business stakeholders for whom IT performance is a critical aspect of Shell Business Service Center operations ● Managing IT service providers (internal to Shell and external) in terms of Contract and Service Levels Accomplishments √ √ √ √ Successfully led IT Project Team towards completion of the biggest office relocation for Shell, by managing multiple Project Managers and interfacing with Stakeholders Pioneer Manager in a new Shell company in the Philippines, key to implementing IT infrastructure for start-up Business Process Outsourcing (BPO) of Finance and Accounting services for Shell US. Successful migration and implementation of SAP for all work streams within the Shared Center Led ERP Project Team to the completion of Work Process Validation and review of Systems Design IBM Philippines Inc. Project Manager December 1995 – July 2002 Responsibilities ● Lead project team and is responsible for the success of the project ● Initiate and plan projects ● Develop project cost structure ● Track and report project deliverables and milestones ● Manage risks and issues ● Manage the contract (scope, service levels, profitability, schedule) ● Manage subcontractors ● Customer Satisfaction Management ● Delivery Capability Assurance/ Quality Assurance ● Lead the proposal team to develop IBM proposals/contracts to be presented to customers ● Attend client calls/meetings ● Opportunity qualification ● Customer information gathering; Due Diligence ● Define scope/sizing during solution design ● Proposal Development Process Owner for the project implementation team Accomplishments √ √ √ √ √ Integrated the Helpdesks of the 5 IBM ASEAN countries into 1 Regional Call Center, resulted in productivity gain of 60% for support staffs and initial cost savings of about US$100K Projects managed were completed on-time, within budget Pioneered Helpdesk Services as part of Desktop Support Services Business Offering to IBM Customers Initiated Helpdesk Project became model for future implementations and reference account to customers Projects implemented with customers had 70% productivity gain for in-house I.T. staff and 80% Customer Satisfaction Rating on the average Procter and Gamble Philippines Inc. Technical Staff September 1992 – December 1995 Responsibilities ● Interface with I.T. and Telecoms vendors ● Supervise contractors ● Administration and technical support for communications network (in-country and global), LAN, Servers, E-mail, PC workstations, Data Center and PABX ● Evaluation and recommendation of I.T. related purchases Accomplishments √ √ √ √ √ √ √ Responsible for consistently achieving 99.9% Availability of I.T. infrastructure for head office and all remote in-country locations Effectively negotiated with vendors and service providers to consistently meet service levels Led effort in the migration of e-mail, from in-house developed to Lotus cc: mail Coordinated transfer of data and voice communications infrastructure for remote warehouse relocation within 3 weeks timetable Assisted in managing project to transfer the Data Center to a new building and doing quality check for cabling (voice and data) Helped in relocating microwave radio equipment to a location that is easier to service Evaluated and recommended various technology related equipment (i.e. leased lines, two-way radios, pagers, cell phones, modems, PCs and peripherals) prior to purchase QUALIFICATIONS / EDUCATION √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ Bachelor of Science Degree in Electronics and Communications Engineering – University of Santo Tomas Lean Sigma Project Sponsoring and Implementation Operational Risk Management Solutions Design and Delivery Training NetWorkStation Management Boot Camp for Project Managers Problem Determination/ Problem Source Identification Training Project Management Fundamentals Leadership in a Project Team Environment Financial Management for Project Managers Applied Project Management in a Customer’s Environment PM Office Training Health Risk Assessment Working Knowledge 7 Habits of Highly Effective People Quality Assurance Fundamentals Transition Management Training Behavioral Based Structured Interviewing Managing Change Due Diligence Training Call Center Management Process Training – IBM Australia Call Center Management Seminar – IBM Singapore Meeting Leadership Time Management Interpersonal Managing Skills Implementing Total Quality AS/400 Peer-to-peer Communications – IBM GLC AS/400 Basic Training – IBM GLC Data Communications Seminar – Trevor Houseley OJT – Philippine Long Distance Telephone Co. –PLDT (1991)