Principal Consultant
Wipro Limited
Total years of experience :18 years, 0 Months
Managed the 6, 000+ members community of practice (CoP) brand by developing and implementing a strategic communications plan that includes online activities, newsletter and supporting the community outreach program. Built external relationships with the organization's constituencies, including volunteers, donors, and the media. Managed a team of multi-national virtual team in gathering and delivering member value services. Increased IT and Telecom CoP membership and volunteerism by about 10% and generated about 20% additional interest from the project management community in joining the CoP.
Technical Project Lead and Database Administrator for Oracle databases.
Managed and supervised the implementation of multiple projects on systems and integration with mainframe and Unix/Linux environments for mission critical banking systems including ETL and database creation and tuning activities. Designed and developed system architecture to meet project requirements. Improved systems development and database administration of oracle databases resulting in 50% database performance improvement and enabling systems to be up 99.999% 24 x 7. Provided operational support and leadership to teams in the analyzing and triaging production issues. Identified and resolved technical and operational problems including root cause analysis, problem management and performance tuning.
Professional Technical Skills
Assessed and/or facilitated the implementation of ServiceNow applications such as the ITSM Service Operations capabilities (Incident, CMDB, Problem, Change, Service Catalog), Security Incident and Operations Management, Orchestration, GRC Application, Service Mapping, IT Financial Management, Discovery, Project Portfolio Suite (PPS) application.
Designed, and facilitated the implementation of cloud computing products/services through AWS or Open Stack including the associated DevOps practices that needs to be adopted including the management of cost of implementing and consuming the said cloud computing products/services.
Designed, installed, populated, and supported Oracle databases on Windows NT, and Unix operating systems.
Designed, implemented and supported payment systems/EFT and integration to payment and corresponding network integration activities. This includes the use of ISO 8583 and XML protocols for online transaction processing. Environments include n-Tiered, SOA, Windows, Linux.
Implemented and supported systems/network integration projects including PC’s, OS390 (mainframe) and Unix platforms (RS6000, Solaris). Integration included file-sharing, mainframe integration, and database usage. Support and management included system tuning that led to about 40% system performance improvement.
Implemented software and payment systems (VISA, MASTERCARD, AMEX, LOCAL SWITCH) using service-oriented architecture, object-oriented, and client-server technologies, EVM, ISO8583 protocol, TCP/IP, NCR and Diebold ATMs and multi-branded POS devices.
Implemented the use of MS project and earned schedule technique as a tool for tracking project performance on an individual level and used JIRA, HP PPM, SAP, CA Clarity and SAP PPM on a project portfolio management level. Implemented Share Point site use for team communication and collaboration. Knowledge of ITIL, TOGAF, and IT4IT architecture frameworks.
Managed customer and business relationship as trusted advisor/consultant and primary point of contact for Business and IT Service Management products, processes and solutions gaining around 80% satisfaction score. Delivered end-to-end consulting engagement services to successfully achieve 95% of business goals and outcomes leading to cost reduction of initiatives; services include Workshops, Assessments, and ServiceNow solution suite design and deployment. Captured complex cross-functional business needs and functional requirements with accurate team analysis and service delivery of long-sustainable ServiceNow solution implementations. Expedited the resolution of business problems through ServiceNow product suite adoption. Identified additional value to customers from additional ServiceNow product adoption and articulated the client business needs and vision with the ServiceNow account team for further pre-sales opportunities. Advised the customer senior leadership on ServiceNow best practices, concepts, governance principles and capabilities as well as impacts of patches and releases of major upgrades. Resolved 9 out of 10 customer escalations and issues through analytical problem-solving methods. Delivered 90% of engagements using agile methods such as scrum.
Business Systems Manager for corporate payment systems.
Managed and supervised the design and implementation of commercial off-the-shelf (COTS) payment systems (EMV) initiatives in fast-paced organizations including rules and regulations (VISA, MASTERCARD, AMEX) compliance ensuring customer transactions and information are 95% secured. Collaborated and partnered with executive stakeholders in creating new product roadmaps increasing revenue by 20%. Defined system requirements and solution architecture for vendor customer-specific modifications. Provided consultancy/advisory/guidance on complex projects and strategic initiatives. Managed the ITSM/ITOM activities such as production release of customer-specific modifications to the system (operational transition) and ensured that each release did not impact current functionalities; ATM Network Deployments; system performance monitoring, assessment, and tuning to meet the 99.999% 24 x 7 requirement and the response time acceptable from local and global customers. Served as the single point of contact for executives and clients using business relationship management skills on operational and service level agreement (OLA/SLA) issues. Managed and led technical and support teams in the analyzing and triaging production issues (break-fix activities). Managed the whole application infrastructure environment ensuring adherence to Service Level Agreements (SLA's)/Recovery Time Objectives (RTO) and documented operations management procedure as well as the operational support of the software and technology stacks root cause analysis, problem management and performance tuning. Managed the resource requirements of every project through effective planning and usage of external vendors.
Management & Leadership Skills
courses: Associate in Industrial Electronics, International Electronics and Technical Institute, Philippines ServiceNow Certifications and Trainings, Sys Admin, Implementation Specialist-ITSM, Implementation Specialist-CSM, GRC, Service Mapping, Discovery, PPM, Orchestration, Prep For Workshop, Workshop Delivery SAFe 4.5 Certifications and Trainings, PO/PM Training and Certification AWS Architect Associate, Udemy Online Class ITIL Intermediate, New Horizons Learning Center, USA Lean Six Sigma, International Institute for Learning, USA Business Analysis Bootcamp, ASPE, USA Risk and Quality Management