JAMES TOCJAYAO
--www.linkedin.com/in/james-tocjayao
Results-driven IT professional with a proven track record in optimizing business operations through innovative technology
solutions. Adept at translating complex technical concepts into actionable strategies that improve efficiency, reduce costs,
and enhance online presence. Skilled at collaborating with stakeholders from C-level executives to subject matter experts,
delivering tailored IT solutions for long-term success..
AREAS OF EXPERTISE
IT Management
Vendor Management
Project Management
WordPress Development & UX/UI
Desig
IT Roadmaps
Network Administration
Regulatory Adherence
API Integrations & Web Analytics
Setup
Business Analysis
Process Improvement
Systems Integration
WORK EXPERIENCE
Freelance IT Business Strategist and Solutions Consultant {2016 — present), VARIOUS COMPANIES
Provides strategic technology guidance to various companies, helping them achieve their goals by enhancing operational
efficiency, reducing costs, and improving their online presence. With expertise in IT management, project management, and
process improvement, works closely with clients to develop and implement tailored technology solutions. Committed to
constant improvement and strong customer service skills to ensure delivered solutions address immediate challenges and
set businesses up for long-term success in the ever-evolving technology landscape.
Deliver end-to-end web development services, including hosting setup, DNS configuration, UX/UI design, development,
testing, deployment, and long-term maintenance.
Apply UX/UI design principles to enhance user engagement, streamline navigation, and create visually appealing, usercentered websites.
Build and customize mobile-responsive websites primarily on WordPress, with expertise in page builder plugins such as
Oxygen Builder, Elementor, and Breakdance, and the ability to adapt quickly to other platforms.
Utilize AI-assisted coding tools to accelerate development and improve code quality.
Perform API integrations to connect third-party services (CRMs, payment gateways, analytics) and automate business
workflows.
Configure and manage Google Analytics (and other tracking tools) for performance monitoring and reporting.
Design and implement interactive forms for lead generation, customer inquiries, and data collection, ensuring smooth
user experience and proper data flow.
Provide ongoing optimization, SEO best practices, and security hardening to maintain high performance and reliability.
Collaborate with stakeholders to ensure that websites and systems meet business objectives and are scalable for future
needs.
Regional Business Analyst (Singapore, 2012 — 2015), NU SKIN ENTERPRISES ASIA SINGAPORE PRODUCTS, PTE. LTD.
Chosen to address the IT requirements of markets within the South East Asia Region, including Singapore, Malaysia,
Thailand, Indonesia, Philippines, and Vietnam. As the regional IT representative leading a team of business analysts, we
consistently follow Agile methodologies in all our projects which entails engaging with various market stakeholders to gather
essential IT business support and resource requirements, converting them into actionable projects, and facilitating
coordination with the global IT group for support and implementation. Responsible for generating necessary documentation
to support IT processes tailored to the region's specific needs.
Collaborated with stakeholders of various business units (e.g. Sales, Marketing, Finance, Legal, Supply Chain, IT) to gather
business requirements per market and consolidated them as the regional business requirements for the global limited-time
online ordering system project, taking part in the various SDLC phases.
Enhanced customer service for the ordering system by implementing order tracking notifications for the markets,
implemented backorder processing and order fulfillment workflow, set up and trained users for live order monitoring
Developed 2 microsites for the region for distributor incentive programs and convention pre-ordering using Adobe CQ5; set
remote IT infrastructure for back office and order processing for the regional convention in Singapore; influenced regional
market representatives to use work collaboration tools using Microsoft Sharepoint and external cloud storage services to
improve the process of document management for the teams involved in the regional convention preparations
Configured SAP SD and web ordering systems for sales offices being opened in Vietnam, Thailand, Indonesia, and
Malaysia, and provided support to markets’ go-live events for SAP rollouts
Arbitrated in the collection of business requirements for SAP HCM implementation for the Philippine market which included
reviewing processes for employee hiring, clock-in/clock-out using access cards, and the migration of the existing payroll
system and employee leave system to SAP which has contributed to the successful implementation of HCM in the
Philippines
Elevated IT service excellence and resilience by setting up Nagios monitors for the Southeast Asia region to monitor vital
business systems
Improved efficiency of managing IT infrastructure in the Philippines by implementing Microsoft System Center Configuration
Manager (SCCM)
Managed an average of 3–6 issues or projects per market monthly which included system enhancements/fixes that are
tracked using Jira, system migrations, and made certain projects delivered on time
Information Technology Manager (2010 — 2012), Assistant IT Manager (1997 — 2010), NU SKIN ENTERPRISES
PHILIPPINES, LLC
As the country's IT representative, assumes responsibility for supervising the local technology infrastructure, security
measures, policy adherence, and the core business applications, all in alignment with global IT standards. Oversee annual IT
initiatives, encompassing hardware and system upgrades, migrations, and other projects that closely align with our
company's objectives. Facilitates the coordination of essential IT business resources from our region with the global IT team.
This role also involves vendor management to ensure that services consistently meet the stipulated service level
agreements. Additionally, manage the department's yearly capital and operational expenses and provide guidance,
coaching, and performance evaluations for our staff.
Stimulated customer service improvement by establishing order shipment monitoring in SAP and the web, implemented
call center issue tracking using existing in-house web application used by the US market, implemented self-service kiosks
for distributors, reduced the turnaround time to process online order payments from 3 days to 1 day, modified the
document retrieval process by implementing a document management system, modified main trunk calling number to a
vanity number
Enhanced customer service through several strategic initiatives, which included introducing order shipment monitoring
through SAP and web platforms, implementing call center issue tracking using an in-house web application employed by the
US market, deploying self-service kiosks for our distributors, reducing the online order payment processing time significantly
from three days to just one day, revamping the document retrieval process by implementing an efficient document
management system, and changing the primary company contact number to a more memorable vanity number.
Enhanced the IT infrastructure by redesigning the server room, implemented virtualization, which reduced 80% of rack
space and eased power consumption, enhanced WAN and Telco trunk connectivity that resulted in an 18% monthly
reduction in cost; standardized VOIP calling to 3 provincial branches
Enhanced order fulfillment process for the Supply Chain department by implementing new workflow and order fulfillment
notification
Automated the employee leave application process by implementing a web-based leave system for a paperless leave
application process
Led and participated in the design process of nationwide office builds and renovation projects, designed and implemented
head office security systems which included server room, office and warehouse door access, and CCTV
Implemented scheduled refresh of hardware to improve employee productivity and align to global hardware and software
standards, ensuring hardware and software security by scheduling software and hardware maintenance
Spearheaded the implementation of phone call gateways to reduce communication expenses, easing mobile
communication expenses by 40% and international calling by 20% by utilizing various Telco gateways
Arbitrated in the preparation and gathering of business requirements to migrate existing systems to SAP R/3 (Sales, Supply
Chain, Finance), e-Commerce
Assisted in improving existing workflows in collaboration with Sales, Supply Chain, and Finance which involves enhancing
processes related to order taking, stock picking and packing, delivery and tracking, and sales reporting, resulting in
improved efficiency and customer service for both physical stores and online sales channels
Implemented an intranet solution to provide needed up-to-date company information for employees by installing a Unixbased web server and implemented a Content Management System (CMS) for Human Resources to use to update the
contents
Improved user skills by providing them with timely training and tips on applications, and systems
Developed and enforced local IT policies that align with global policies and comply with PCI/SOX, performed routine audits
of system and software
Resolved system issues in a timely manner as tier-one support for SAP, various enterprise systems, and desktop
applications; helped with testing system enhancements, interfaces, and bug fixes; received employee recognition awards
from-, an annual company-wide award based on excellence in servicing employees and provide solutions to
problems
Systems Analyst/Programmer (1995 — 1997), UNIVERSITY OF ASIA AND THE PACIFIC
Developed client/server applications by leveraging an integrated development environment (IDE) in conjunction with a
Rapid Application Development (RAD) tool for frontend development, while employing SQL for backend functionality;
gathered business requirements for assigned application development projects; oversaw the administration of network
users on Microsoft servers and offer technical support to employees.
Developed applications which include the Applicant Test Scoring and Student Enrollment system based on gathered
requirements from the involved stakeholders
Facilitated in influencing the accounting department to use accounting software; gathered business requirements for
accounting application development
Managed and optimized the performance of Microsoft servers, including Windows NT Server, Microsoft Exchange, and
Microsoft SQL, while also overseeing their administration; assisted in migrating from Novell network infrastructure to
Microsoft infrastructure, prepared and deployed standard desktop images
Resolved system issues on time supporting users on the network for desktop, OS, and other applications; provided training
to users on desktop applications
TECHNICAL SKILLS & PROFICIENCIES
SAP R/3 systems (Sales, Finance,
Supply Chain, HR)
Web technologies (Cloud, CMS, SaaS)
Cisco/Avaya VOIP
Computer, network technologies
(LAN/WAN/MAN/WLAN), cabling, and
TCP/IP
Microsoft Products (Windows, Office,
etc.)
Server applications (Hyper-V, MySQL,
Apache, Microsoft SQL Server, Email,
Active Directory, Systems Center
Configuration Manager)
EDUCATION
International Diploma in Computer Studies | UNIVERSITY OF ASIA & THE PACIFIC
B.S. Computer Science | AMA COMPUTER UNIVERSITY
Requirements Management
(CaseComplete)
Issue Tracking (Jira, Bugzilla)
CMS (WordPress, Adobe Communique
5)
Desktop/Server setup
