Data Operations Professional at ING HUBS PHILIPPINES (2023-05 – 2025-10)
- Successfully operationalized the bank's data governance framework across multiple business domains using Agile Scrum, ensuring 100% compliance with key control standards and data protection policies.
- Facilitated Scrum ceremonies like Sprint Planning, Daily Stand-ups, and Retrospectives, and coached team members on Scrum and data governance best practices.
- Led continuous improvement initiatives that identified and automated manual data management processes, resulting in a significant reduction in business costs and increased team productivity.
- Played a key role in strategizing service expansion and designing new service offerings, collaborating with business units and IT to ensure data assets were effectively categorized and aligned with business objectives.
- Led training programs like Data Academies and Data Literacy workshops, to elevate the company's data competency and foster a data-driven culture.
Bids and Pricing Subject Matter Expert at MICRO-D INTERNATIONAL, INC. (2021-01 – 2023-04)
- Authored pricing and commercial proposals for complex, multi-million dollar projects across diverse sectors (BPO, FSI, Government, IT), directly contributing to new revenue streams.
- Led financial modeling and cashflow simulations for high-stakes bids, identifying and negotiating cost-saving adjustments that minimized the cost of money and improved the company's cashflow position on key contracts.
- Developed and managed standard professional service rates and "as-a-service" pricings, creating standardized templates that reduced proposal turnaround time and improved accuracy.
- Conducted cost reviews, liaised with legal teams on tax treaties, and maintained cost documentation to ensure all proposals were compliant, accurate, and profitable.
- Designed and delivered a pricing process orientation to the Sales and Pre-Sales teams, significantly improving their effectiveness and understanding of the company's commercial strategy.
Portfolio Manager at MICRO-D INTERNATIONAL, INC. (2019-10 – 2020-12)
- Oversaw the Intelligent Edge product portfolio (ITSM, ITOM, UEM, SDWAN), managing the entire lifecycle from Pre-Sales and partner acquisition to sales and service delivery.
- Led the execution of strategic marketing plans with technology partners, generating leads and closing deals by developing tailored sales strategies for key accounts.
- Managed complex licensing and pricing models, providing critical input on bid reviews, contract negotiations, and strategic sales approaches to maximize revenue.
Resource Planning Manager at MICRO-D INTERNATIONAL, INC. (2018-07 – 2019-09)
- Acted as the central point of contact for all service opportunities, collaborating with Sales and Solutions Consultants to define customer needs and devise innovative service solutions.
- Developed efficient manpower effort estimates and analyzed resource utilization across projects, identifying shared resources and improving operational efficiency without breaching contract provisions.
- Collaborated with HR, Finance, and Service Delivery to develop standard manpower rates, ensuring cost-effective and competitive service proposals.
Process and Transition Lead at MICRO-D INTERNATIONAL, INC. (2016-07 – 2018-06)
- Used ITIL best practices to map, document, and communicate process improvements, ensuring high accuracy and accessibility for key stakeholders across the project lifecycle.
- Spearheaded the communication and training of new processes to service delivery teams, ensuring seamless adoption of new ways of working.
- Identified and implemented opportunities for process automation and led participation in ISO quality management audits, driving corrective actions that improved team performance and compliance.
Sr. Support Engineer II (Team Lead) at NOVARE TECHNOLOGIES, INC. (2012-06 – 2016-06)
- Supervised the day-to-day operations of a technical support team, managing the full incident lifecycle and ensuring all SLAs were consistently met or exceeded.
- Provided coaching, guidance, and performance evaluations to team members, fostering a culture of continuous learning and high-quality customer service.
- Analyzed team performance data and implemented process improvements, establishing knowledge bases and workarounds that reduced incident resolution times and improved user satisfaction.
- Acted as the primary interface between the operations team and client service leads, ensuring all service standards were aligned with business requirements.
Systems Administrator II at NOVARE TECHNOLOGIES, INC. (2012-03 – 2012-05)
- Deployed software builds and patches across Dev, UAT, and Production environments, ensuring system stability and uptime through rigorous maintenance and performance monitoring.
- Provided Tier-2 Support: Resolved complex technical issues by troubleshooting root causes and implementing solutions for internal and external customers.
Sr. Support Engineer at NOVARE TECHNOLOGIES, INC. (2011-07 – 2012-01)
- Supervised a team providing Level 1 technical support, ensuring all service requests were responded to within stringent SLAs.
- Analyzed daily operations and proposed new operational procedures that enhanced the customer experience and proactively resolved incidents before they escalated.
Support Engineer I & II at NOVARE TECHNOLOGIES, INC. (2008-09 – 2011-06)
- Provided Expert-Level Technical Support for enterprise mobility solutions (BlackBerry) to a broad customer base (Smart Prepaid, Infinity, Corporate), resolving issues efficiently via phone and email.
- Coordinated daily deployment schedules for field engineers, optimizing resource allocation based on issue severity and client availability.
- Conducted product tutorials and created knowledgebase articles to empower customers and internal teams.
Technical Support Engineer at INFORMATION PROFESSIONALS, INC. (2008-04 – 2008-08)
- Provided On-site & Remote Support: Installed, maintained, and provided technical support for biometric time and attendance systems, and conducted product training for clients.
