Versatile IT Manager with 15 years experience in software development and application support (L2/L3). Exposed to telecoms, gaming and smart card solutions with proven project management skills using SDLC and Agile methodologies. Certified in ITIL and PRINCE2 Foundation and a Scrum Master. Advocates work-life balance by keeping an active lifestyle through playing tennis, dancing, and competing in mountain trail runs.
Project Management
Team Management
Software Development
Application Production Support
Problem Management
Incident Management
Change Management
Release Management
C/C++, Java, Python
SOAP, Apache
Git, Jenkins
Oracle DB
JIRA, IVRS
Experience
Aug 2010 -Jun 2017
(7 years)
R&D Team Manager
Oberthur Technologies
Key Achievements
Ramped up the R&D ALM team to 15 resources within 3 months through selective resource evaluation which mobilized the targeted R&D headcount
Effectively liaised with onshore counterparts on technical and functional discussions and clarifications that aligned the deliveries of local team to the expected requirements
Managed the implementation of the product road map of ALM, through SDLC and SCRUM, which was the critical component for Over-The-Air solution that won TSM, MNO and LTE projects
Handled the quality and release management of the ALM versions through completion of entry-exit criteria on each project stage for each delivery that ensured quality assurance
Lead the Manila ALM L2/L3 Support team on quick turnaround of high severity production tickets by direct communication with clients and on-point guidance with support team
Ensured KPIs were met for L2 Manila Support Team which supported the committed global SLAs with clients
Participated in project audits with ALM 2.1.8 and 2.2.3 that contributed in achieving ISO certifications
Accomplished Projects
Jan 2017-Jun 2017: Service Desk L2/L3 Support
Oct 2013-Jun 2017: ALM 2.2.3 – Maintenance Releases
Apr 2013-Apr 2014: ALM 2.2.1 / ALM 2.2.2 – AFSCM and LTE APIs
Jan 2013-Oct 2013: ALM 2.2.0 – Additional OTA APIs for TSM
Sep 2012-Dec 2012: ALM 2.1.8 / ALM 2.1.9 – Client-specific versions
Aug 2010-Aug 2012: ALM 2.1.5 – Provisioning, Query, OTA APIs for TSM
Dec 2004 -Jul 2010
(6 years)
Associate Manager
Accenture, Inc.
Key Achievements
Received an enthused continuous improvement partner award for actively participating in various Continuous Improvement initiatives of the organization for Hawaiian Telecom project
Engaged team to be nominated as part of the CMMi Level 5 participants that contributed in achieving process maturity certifications
Recognized commitment and high performance in Hawaiian Telecom project for the contributions rendered during the onshore assignment
Effectively allocated resources on received service calls, incidents, and ad hoc work requests that ensured client and organizational SLAs were met
Received positive client feedback for the onshore assignment in Boss Media Sweden that led to the extension of the contract and offshore work opportunity
Accomplished Projects
Jan 2008-Jul 2010: Hawaiian Telecom - Associate Manager for 24/7 AO Production Support
Oct 2006-Dec 2007: Hawaiian Telecom - AO Production Support Lead for Remediation Phase of Network Planning team
Oct 2005-Oct 2006: Boss Media - Technical Lead for Maintenance Engineering (offshore)
Aug 2005-Sep 2005: CIO-MCLA - Team Lead for Accent On Manila Portal Enhancement
Jan 2005-Aug 2005: Boss Media Sweden – Senior Software Engineer for Maintenance Engineering (onshore)
Jun 2004 -Dec 2004
(6 months)
Software Developer
Information Professionals, Inc.
Roles
Developing Unix C shell scripts and integrating SQL statements for data extraction from a SYBASE server
Coordinating with end-users on requirements and adhoc requests
Conducting impact-analysis on client application issues
Recommending optimized solutions on recurring client application issues
Accomplished Projects
Aug 2004-Dec 2004: Globe Telecom (GLOBE) – Data Extraction
Jun 2004-Jul 2004: Del Monte Philippines – Modification of Sales Information System
Aug 1999 -May 2004
(5 years)
Team Lead / Senior Software Programmer
WeSolv Open Computing, Inc.
Roles
Designing call flows as basis for the IVRS customized applications
Providing technical support on IVRS application defects and addressing user requests
Providing alternative solutions on interface issues not supported by the IVRS system, such as UNIX scripts interfacing with backend systems
Providing regular preventive maintenance support which includes system backup and recovery on IVRS systems
Documenting functional and technical design plans
Escalating risks and issues to direct supervisors
Developing Proof-Of-Concept initiatives, such as speech-recognition modules of IVRS to win more clients
Key Achievements
Successful implementation of PIASI Call Center project that brought more opportunities with the client such as new enhancements and new physical resources acquisitions
Successful CTI Implementation for BPI gained client’s approval in extending their IVRS system and procurement of the new IVRS Periphonics platform (MPS)
Achieved extended onshore contract with Affinity Communications to provide IVRS expertise and gained new projects
Successful IVRS launch of BPI’s 89-100 project brought more incoming work for the company including onshore opportunities
Accomplished Projects
May 2004: Digital Telecommunications (DIGITEL) – Call Accounting System
Nov 2003-May 2004: Philippine National Bank (PNB) - Phone Banking Project
Oct 2003-May 2004: Digital Telecommunications (DIGITEL) - 24-hour Customer Service
Accomplished Projects
Aug 2003-May 2004: Landbank of the Philippines – Internet Banking Project
Sep 2003-Nov 2003: Bank of the Philippine Islands (BPI) – IVRS Speech Recognition Proof-Of-Concept
Access System
Jul 2003-Nov 2003: Manila Diamond Hotel - Flexicom PABX - PMS Implementation
Mar 2003-Jun 2003: Fujitsu Call Center - 24-hour Customer Service
Aug 2002-Jan 2003: Philam Life Insurance, Inc. - Script Enhancement
Aug 2002-Dec 2002: Landbank of the Philippines - Phone Mar 2002-Nov 2002: Bank of the Philippine Islands (BPI) – CTI Implementation
Jan 2002-Jun 2002: Infocom Technologies - Fon Express
Jul 2001-Jan 2002: Philippine Interactive Audiotext Services, Inc. (PIASI) - Call Center Project
Dec 2001-Dec 2001: NIDEC-COPAL - TeamCALL Installation
Jul 2001-Sep 2001: Metropolitan Bank and Trust Company (METROBANK) – 58000 Metrophone Banking System
Feb 2001-Mar 2001: Nextel - Customer Care Service
Oct 2000-Dec 2000: Affinity Communications Pte Ltd (Singapore) - DBS Bank Call Center Project (Onshore)
EducationCertifications
B.S Computer Science Major in Computer Technology
De La Salle University, Dec 1998, GPA: 2.1
Aug 2017
Jul 2017
PRINCE2 Foundation
ITIL v3 Foundation
