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Work Background
Dairy Farm Company, Limited - ROHQSenior Service Specialist
Sep. 2014Senior Service Specialist• Directed, and oversaw a team of 5 service specialists responsible for providing Level 2 support for various applications such as Merchandising Database Management System (MMDS), Datawarehouse(DW)/Microstrategy, Bills Payment Consolidation System (BPCS), Electronic Reports Navigator, Electronic Voucher Platform (EVP), PIMS and Berrie, and Integration Layer (IL) applications
• Maintained the team’s SLA target of 98% and surpassing the company’s SLA target of 95% yielding an impressive 20% boost in overall customer satisfaction ratings.
• Proposed ideas and solutions to streamline existing business processes • Led team’s automation initiatives of recurring issues and repetitive operational tasks
• Spearheaded query optimizations of identified application bottlenecks • Performed root cause analysis and post mortem analysis of recurring and complex issues • Prioritizes tickets by the effect on business and impact to perform business functions
• Escalates issues to Level 3 support as necessary providing them with detailed information, initial investigation and recommendations if any
• Mentors new/junior members of the team
• Served as Incident Manager for Priority 1 application issues, facilitated bridge calls/war rooms
Hewlett Packard Robinson’s Summit CenterSAP Technical Consultant
Oct. 2010 - Sep. 2014Worked as the SAP – GL and Tax L3 support for Financial Services System. Handled defect resolution and resolved workaround disputes
Acted as single point of contact for GL and Tax problem management activities
Monitored and tracked problems throughout the problem lifecycle and ensures that each problem is successfully resolved and completed. Performed root cause analysis, identify permanent fix and trigger the Change Management process when necessary Resolved global and regional product specific issues
Sent out the Weekly Row Problem Status Report that covers PRM activities; Worked as the Capacity Manager of Financial Reporting Application Management team. Gathered tablespace information from the database on a monthly basis to verify the growth estimate
Performed initial analysis and translation of data gathered from the database into capacity information
Provided the information and/or initial estimates to P&G and HP stakeholders
Flagged potential capacity issues as identified from the initial analysis to P&G and HP stakeholders
Suggest intervention needed to P&G and HP stakeholders
Compared estimated and actual capacity data and propose adjustments to the capacity plan
Ensured that capacity related policies from the HP Platform Capacity Team are aligned and cascaded to FR customers and FR teams and vise versa
Ensured that approval mechanism for capacity related requests are ready and implemented
Reviewed and verified that normal tablespaces used by FR have enough space to process in the next month’s window; Serves as the Resource Manager of DBAs from China and Warsaw. Worked closely with project managers to ensure that projects are staffed with the right resources and that resources have the skills required for the completion of the engagement
Provided the management the necessary metrics in resource management that will them in making sound decisions in resource management
Ensured that monthly invoice to the client are complete and accurate
Incuventure Partners CorporationSenior Systems Analyst
Nov. 2008 - Oct. 2010Technical lead of a production support team in enhancing existing Oracle based systems of the National Home Mortgage Finance Corporation(NHMFC)
Spearheaded the development of system enhancements that improved reliability and enhanced efficiency
Provided impact analysis for the system enhancements
Wrote efficient and optimized stored procedures and functions that meet business requirements Provided support to clients Mentored junior developers on Oracle Forms, Oracle Reports, and Oracle PL/SQL Project Description: Led a development team working on the LTO eTransact system using Java technology. Established standardized processes for development, documentation and quality assurance of the poor performing project to deliver fully compliant system
Reviewed Functional Requirement Specifications and identified gaps against the LTO eTransact system
Executed requirements gathering and interpret business requirements into design specifications
Provided change requests and enhancements details to developers to ensure complete understanding of the changes.
Prioritized and managed workload, tracked accomplishments and reported progress against team goals
Acted as a quality assurance test lead for development of plan to test eTransact which resulted to a decreased of spotted defects during the quality testing of the client’s QA team
KForce Global Solutions 4/F, SM Makati CyberOne BldgSenior Programmer Analyst
Dec. 2007 - Nov. 2008Engaged in a production support team that provides support on Peoplesoft Financials version 7.5 specifically on GL/and A/P modules and other systems interfacing with it for an Insurance Company based in the US and UK. Served as the technical contact for critical issues involving Peoplesoft Financials Analyzed and resolved production failures within the agreed Severity Level Agreement of the client Conducted research and provided inputs to impact analysis and in the development of solution specification
Designed and documented business process flows involving G/L and A/P modules of Peoplesoft Financials
Served as a mentor/coach to a development team involved in conversion of MS SQL procedures and function to Oracle PL/SQL
Accenture Philippines 7/F MSE BldgTeam Lead
Jun. 2003 - Dec. 2006Led an operations management team that provide support on Oracle Financials version 11.5.7 specifically on A/R and A/P modules and other systems interfacing in it. Led the offshore support team during the one-month transition period of Oracle Financials carried out by the client
Ensured that the team completely understand the knowledge transfer sessions
Handled investigation and immediate resolution of job abends or batch failures in production environment within agreed SLA of the client
Developed support documents as a reference guide to support team members in maintaining the application
Coordinated resolution of issues with Service Coordinator
Ensured that open issues are addressed and/or escalated properly
Set up/Define concurrent programs required by the client
Administered the end-users of Oracle Financials like account creation and password reset
Facilitated defect prevention activities like kick-off, root cause analysis and post mortem meetings Created, maintained and managed detailed work plans and generate weekly application metrics
Ensured that the team adheres to CMM processes
Project Description: Led the offshore development team that handles enhancements on the existing eServices Billing system of a health insurance company based in the US. Participated in Functional Design Walkthroughs conducted by the client’s business team Prepared technical designs and ensured that developers fully understand the designs and requirements Performed reviews of all deliverables in the different stages of the SDLC Provided system test execution support to the client Investigated and resolved coding issues for defects contained during system execution Participated in deployment activities to ensure successful migration of work to production Facilitated defect prevention activities like kick-off, root cause analysis and post mortem meetings Performed estimates and capacity planning of the requirements
Pan Pacific Computer CenterSystems Analyst/Lead Developer
Oct. 1997 - May. 2003Involved in a development team that developed Agency System to interface with the existing application, which is Centralized Life Insurance System (CIS Life). Agency System was developed using Oracle Forms 4.5, Oracle Reports 2.5, and PL/SQL. Defined business requirements of the major modules for Agency System such as Production Report, Agency Disbursement, and Agency Adjustment modules Prepared technical designs, approach and controls as a result of the business requirements gathering Solely developed and completed Production Report, Agency Disbursement and Agency Adjustment modules Participated various levels of testing in a separate test environment before deployment of system components into production environment Liaisons with and acted as an advisor to Agency System users on computer-related matters Assisted in the quality assurance testing of other modules of the Agency System Created user manuals, procedures, and training job-aids Trained end-users and operators on Agency System Recommended system improvements and procedures to create efficiencies
CAP Technologies, IncProgrammer
Mar. 1996 - Oct. 1997Part of a team, which developed and maintained CAP System using Foxpro Maintained and enhanced CAP Educational Plans System Assisted the systems analyst in the analysis and design phases of the project Presented to the users the outcome of the system investigation and system design Accepted programming assignments as allocated by EDP Head or SA Provided detailed and complete documentation of the system Performed system installation and user training to CAP branches Reviewed and documented existing systems through procedural flowcharts, data flow and interview notes
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