Jimm Claude Tapawan

Dynamic and results-driven Director of IT & Project Management with over 14 years of experience leading cross-functional teams, optimizing workflows, and implementing enterprise-level technical solutions. Proven track record in scaling technical teams by over 300%, designing robust databases, and leveraging AI and automation tools to cut process risks and maximize organizational efficiency. Adept at managing large-scale client relationships and aligning IT infrastructure with strategic business growth.

Director of Project Management and IT at Prime Team Agency (2025-02 – 2026-07)

• Spearheaded the development of custom automation workflows and AI tools, significantly driving down operational roadblocks and enhancing daily staff productivity.
• Designed, built, and maintained the centralized corporate database, ensuring seamless information integrity and data accessibility across departments.
• Authored and implemented comprehensive Standard Operating Procedures (SOPs) that successfully streamlined project lifecycles from conception to delivery.
• Engineered real-time financial monitoring systems and interactive dashboards to provide leadership with transparent data for strategic planning.

Senior Information Technology Manager at My Amazon Guy (2022-12 – 2024-01)

• Scaled the IT department from 7 to 30 team members, establishing training priorities to rapidly upskill new hires in customer service and technical execution.
• Audited operational bottlenecks to programmatically automate manual processes, drastically minimizing human error risks while maximizing efficiency.
• Directed end-to-end project management frameworks to secure accurate, complete, and on-time delivery of client deliverables.
• Enforced strict compliance with departmental policies, supervising daily log management and system documentation.

Operations Supervisor (MGM ITO Account) at Atos (XBS) (2016-11 – 2020-01)

• Managed technical helpdesk support personnel, managing the swift prioritization, documentation, and resolution of hardware, software, and configuration issues.
• Served as the primary client interface, facilitating weekly progress alignment meetings and delivering status updates on system resolution efforts.
• Supervised service level agreements (SLAs) by meticulously maintaining daily logs, system turnovers, and equipment malfunction reports.

Quality Assurance Supervisor (MGM ITO Account) at Atos (XBS) (2015-06 – 2016-11)

• Executed comprehensive quality audits for helpdesk analysts, tracking and optimizing account-wide service delivery metrics.
• Conducted systematic Root Cause Analysis (RCA), Pareto studies, and deep-dive statistical reviews to isolate and eliminate performance anomalies.

Quality Assurance Supervisor (MGM ITO Account) at Xerox (2012-11 – 2015-06)

• Reduced client escalations by designing and deploying a strict Compliance Metric Framework to measure agent adherence to policy.
• Boosted secondary account SLAs by steering a thorough time-and-motion study that successfully lowered Average Handle Time (AHT).
• Reorganized and refreshed the internal apprenticeship program, optimizing the onboarding pipeline for incoming technical talent.

Helpdesk Analyst / Contractual Analyst at ACS a Xerox Company (2012-01 – 2012-11)

• Provided tier-1 technical helpdesk support for global MGM Resorts employees, consistently ranking in the Top 10 overall performers.

Desktop Support I (HP Notebooks) at Teletech Bacoor (2010-06 – 2011-12)

• Resolved complex hardware and OS faults for HP consumer notebooks, earning the "Elite Agent of the Month" award for stellar performance metrics.

Associate in Computer Technology – STI College Bacoor