My name is Joseph Rigelle Cancino, 33 years old from Pila, Laguna, Philippines.

I have 11 years of work experience, the last 6 years were focused on performing Support Administration roles on ERP applications such as SAP and Lawson.

Currently working as a Technical Support Analyst and mainly supporting Lawson System Foundation and Security. Previously worked as Admin Support for SAP modules Basis and Business Objects.

Has vast knowledge on ITIL processes such as Incident Management, Change Management and Problem Management.

My work experiences are as follows:

·       TECHNICAL SUPPORT ANALYST

INFOR PSSC Inc. Net Park Building, 5th Ave., The Fort, Bonifacio Global City, Taguig City, Philippines

March 2017 – Present

·  Backend support and maintenance of Lawson System Foundation (LSF ERP system) and its connection between Database, LDAP server and Websphere.

·  User Security Management using Lawson Security Administrator and Infor Security Services tools.

·  Deliver technical support to Cloud, Hosted and On-Premise customers experiencing LSF environment and security issues via telephone and other channels (Webex, Skype for Business, Cisco Jabber).

·  Diagnose, troubleshoot and resolve customers’ issues submitted through Infor’s ticketing tool (Infor Support Portal).

·  Logging in to Infor’s own Test servers (Linux and Windows 2008 and 2012 servers) to perform testing and reproduce technical problems encountered by customers.

·  Consult user guides, technical manuals and Knowledge Based articles to research and implement solutions.

·  Create Jira ticket for any bug issues and collaborate with Infor’s development team for resolution/enhancement.

·  Utilize problem solving skills to assist customers with the implementation, configuration, functionality, and general usage of the Infor Lawson System Foundation environment and security software applications.

·       SOFTWARE ENGINEER

Accenture Inc. One Campus Place, McKinley Hill, Taguig City, Philippines

May 2013 – March 2017

SAP BUSINESS OBJECTS (BO) ADMINISTRATION SUPPORT (February 2015 – March 2017)

·       Main role in the team is handling Change Management

o   Plan, schedule and coordinate system changes with respective support teams and business stakeholders

o   Attend business/client calls for all CAB/Change related meetings

·       Incident Management

o   Ticket Management (Ensuring all tickets are closed within SLA)

o   Troubleshooting of Business Objects related issues

o   Manage and assign incident tickets to team members

o   Attend situation calls related to high severity issues

·       Problem Management

·       User Access Management

·       Business Objects Content Migration

·       Assist clients on SAP Marketplace queries

·       BO System Maintenance/Upgrade Coordination

SAP BASIS APPLICATION OPERATIONS SUPPORT (July 2013 – January 2015)

·       Transport Management through Revtrac

·       Control-M Jobs Management

·       Monitoring of SAP Systems

·       Assist clients on SAP Marketplace queries

·       Task coordination with other teams when necessary through ticketing (Service Manager 9 ticketing tool)

·       Troubleshooting of Applications Operations Support-related issues

·       Business Warehouse System Maintenance/Upgrade Coordination

·       COLLEGE INSTRUCTOR

Laguna State Polytechnic University, Sta. Cruz, Laguna, Philippines

June 2010 – March 2013

·       Impart knowledge to engineering students by teaching computer and basic mathematics subjects
·       Subjects handled:
o   Computer Fundamentals and Programming
o   Advanced Engineering Mathematics
·       PRECINCT COUNT OPTICAL SCANNER (PCOS) TRAINER

Ventureslink International Inc., Brgy. Bucal, Calamba, Laguna, Philippines

February – April 2010

·       Train PCOS Supervisors and Technicians for the automated election
·       Conduct hands on experience and lectures about the PCOS machine
·       Monitor and evaluate their skills through written and actual examinations
·       QUALITY CONTROL (QC) AGENT / CONVERSION AGENT

Scopeworks Asia Inc., LISP II, Brgy. Pulo, Cabuyao, Laguna, Philippines

April – October 2009

·       Convert V2T (Voice to Text) Messages
·       Work on shifting schedules
·       Work on extended time with minimum supervision
·       SERVICE ENGINEER

UBIX Corporation, Angono St. Makati City, Philippines, January – September 2008

·       Troubleshooting of photocopy machines and printing problems
·       Attend respective assigned area and out-of-town service calls
·       Go to assigned client to perform machine check-up and preventive maintenance
·       Install printer to a designated server/computer
·       Setup network connectivity from UBX photocopier/printer to a server/computer