Professional Profile:

• ITIL 4 certified with over 17 years of experience as a Professional Manager in the Information and Communication Technology (ICT) industry
• Over 5 years of experience as an IT Manager in the broadband internet industry implementing IT service management practices to ensure that customer and users gets the value out of the service.
• Over 6 years of experience as a Service Delivery Manager (SDM) in Telecommunications ensuring that SLA’s are met by working closely with the local and global teams and with third party vendors.
• Over 3 years of experience as a Line Manager in Network Applications & Cloud Infrastructure and OSS/BSS domains ensuring that all projects are staffed appropriately either from local or global resources and that Project Managers adhere to PMP practices and tools.
• Project managed the migration of Destiny Cable’s billing and customer care system from the in-house developed system to an outsourced system.
• Accidental Project Manager and Lean Six Sigma trained. Familiarity with PMP, Agile and Scrum.

Professional Experience:

Abode Automations

January 2018

Business Owner

• Provided products and services for home automation and security like Smart Lighting, Energy Management, Smart Universal Remote Control, Smart Speaker, IP Cameras and Smart Home Alarm systems using Zigbee, Z-wave and WIFI protocols.

Achievements:

• Created and deployed solutions (products/services) based on client’s requirements.
• Developed a work-around to use Amazon Echo devices in the Philippines and integrated with Spotify, Pandora and iHeart services.
• Enabled voice control using Artificial Intelligent Virtual Assistants on Smart devices.

Ericsson Telecommunications, Inc., Taguig City

June 2014 – December 2017

Line Manager

(Network Applications & Cloud Infrastructure: July 2017 – December 2017)

(Network Applications & Cloud Infrastructure and OSS/BSS: September 2016 – July 2017

(Infrastructure IPBB: June 2014 – August 2016)

Managed a diverse team of 20 people consisting of Solution Architects, System Integrators and Project Managers responsible for designing and delivering timely and quality commercial and technical solutions based on customer requirements while ensuring that profitability of projects is maintained or improved.

Achievements:

Ö      Established Cloud competence in the Country Unit through a structured competence development program.

Ö      Exceeded regional key result area (Delivery Efficiency) target by 8 points by equipping local teams; thus, minimizing the need for foreign teams from going onsite for incident, problem and release management.

Ö      Empowered employees to contribute more than 75% of the total Net Sales and Add-on Sales in Consulting & Systems Integration domain.

Responsibilities:

·       Setup workforce and talent management to ensure that the team is capable in designing and delivering quality commercial and technical solutions based on incoming customer service requests.

·       Implemented competence and portfolio management in the area of the subdomain.

·       Secured the best of breed resources (CPM, SA, SI, AE) within short lead times and maximized their reuse for pre-sales activities and service delivery.

·       Implemented specific processes, methods and tools for delivery.

·       Monitored the service delivery performance with the subdomain including initiating corrective measures and/or programs.

·       Financial management of all projects by the subdomain to ensure increased profitability.

·       Influenced culture, coached people to grow their skills and achieve a behavior which is in line with the company’s wanted position.

·       Promoted professional development and continuous improvement of the team.

·       Conducted performance goals planning, regular review and year-end evaluation for all staff.

Ericsson Telecommunications, Inc., Taguig City

April 2008 – June 2014

Service Delivery Manager (Experienced)

Responsible for the correct and proper delivery of customer support services and ensuring that target margins are achieved whilst delivering Service Level Agreement fulfillment and customer satisfaction.

Achievements:

Ö      Hand-picked to be part of a small team to work on the continual improvement of the Global Customer Service process of Ericsson in it’s headquarters in Kista, Sweden.

Ö      Developed a service delivery cost template which was rolled-out in the Asia Pacific Region

Ö      Youngest SDM in the country to achieve Experienced Certification

Ö      Mentored other SDM’s taking Experienced Certification on Financial Management

Ö      Developed the Emergency Support handling process under the Incident Management of Ericsson Philippines

Ö      Recognized by the deputy CTO of Globe Telecom as having produced a superior SDM monthly report than the other Singtel affiliates

Ö      Drafted the Guidelines for activities involving live nodes which was used for the methods of procedure (MOP) approval under Change Management.

Ö      Instrumental in achieving 93% customer support evaluation in my first year as SDM through regular engagement with the customers

Ö      Handled difficult customer escalations, presented and discussed issues from the engineers to the C-level

Responsibilities:

·       Service Level management of Customer Support services for proper assessment, monitoring & management against the service level agreement (SLA).

·       Financial management of delivered services to ensure that intended cost levels are maintained while ensuring SLA fulfillment and customer satisfaction.

·       Managed customer expectation and perception in order to secure customer satisfaction through relationship.

·       Led the customer network support engineers in incident & problem management.

·       Collaborated with Global Support and Product Maintenance teams for release management and continual improvement.

Solid Broadband Corporation, Makati City (Formerly Destiny, Inc.)

September 2005 – April 2008

(IT Manager/NOC Manager/NMS Manager: April 2007 – April 2008)

(IT Manager & Special Assistant to the COO: September 2005 – April 2007)

Responsible for the efficient operation of the company’s MIS network and systems. Additional responsibilities were added in 2007 to cover the Network Operations Center and the Network Management Systems catering the Cable Internet service and users.

Achievements:

Ö      Implemented change management for the billing and customer care system.

Ö      Developed a Disaster Recovery plan.

Ö      Developed a document template to standardize all procedures and policies for all department.

Ö      Conducted trainings for all departments on the new billing & customer care system and the 7 Habits of Highly Effective People to Network Operations Hub Heads and key personnel.

Ö      Directed a pilot project on Fiber to the building.

Ö      Part of an investigation committee that looks into company-wide issues reported by whistle blowers.

Responsibilities:

·       Managed a group of 5 highly motivated Network and Systems Administrators operating 24 hours a day under the Network Operations Center for service provisioning, incident & problem management

·       Managed a group of 10 highly motivated RF and Network Engineers that specializes in RF communications and broadcast engineering, operating 24 hours a day for service provisioning, incident & problem management of the cable modem termination system, cable modems and the hybrid fiber- coaxial infrastructure network

·       Managed a group of 3 highly-motivated IT professionals; Network/System Administrator and Web Programmer, Database Administrator and Programmer and a Technical Support Personnel servicing internal clients with 5 remote sites and over 120 computer units.

·       Assisted the COO in all aspects concerning the Internet Business and the Hybrid Fiber-Coaxial Infrastructure network

·       Handled VIP clients and problematic accounts.

Destiny, Inc., Makati City (Transferred from Destiny Cable, Inc.)

September 2004 – September 2005

IT Manager & Special Assistant to the COO

Responsible for the efficient operation of the company’s MIS network and systems for both Cable TV and Cable Internet groups.

Achievements:

·       Successfully managed the change in interface (web-based) of the billing and customer care system.

·       Conducted trainings for all departments for the new web interface

Responsibilities:

·       Managed a group of 4 highly motivated IT professionals; Network/System Administrator and Web Programmer, Database Administrator and Programmer, Web Designer and Administrator and a Technical Support Personnel servicing internal clients with 2 remote sites and over 120 computer units.

·       Assisted the COO in all aspects concerning the Internet Business and the Hybrid-Fiber Coaxial Infrastructure network.

·       Handled VIP clients and assisted in discussions with corporate clients.

Destiny Cable, Inc., Makati City

March 1998 – September 2004

Data & Systems Management Manager/Operations Manager for Internet (12/2003-9/2004)

Responsible for the efficient operation of the company’s MIS network and systems for the Cable internet group and managing the operations of the Cable Internet business.

Achievements:

·       Sourced and Ordered 1000 Cable Modems at a lower price than our existing modems saving about $24,000.00.

·       Successful change management involving migration of data and users from the old billing system to the new billing and customer care system.

·       Successfully incorporated the new package (limited connection) to the new billing and customer care system.

Responsibilities:

·       Managed a group of 7 IT professionals; Officer-in-charge, Systems Developer, Senior Programmer, Database Administrator, Network System Administrator, Programmer, and a Technical Support servicing internal clients with 2 remote sites with over 200 computer units.

·       Assisted the COO in all aspects concerning the Internet Business and the Hybrid-Fiber Coaxial Infrastructure network.

·       Handled VIP clients and assisted in discussions with corporate clients.

Data & Systems Management Manager (2/2003-12/2003)

Responsible for the efficient operation of the company’s MIS network and systems for the Cable internet group and the service fulfillment of Cable Internet subscribers.

Achievements:

·       Project manager in the outsourcing of a new Billing and Customer Care solution and the migration to this new solution that greatly improved the company’s backend processing.

·       Charged with the acquisition of an STM1 IPLC connection which reduced the IPL cost of the company by 43% while increasing the bandwidth capacity by more than 300% to the satisfaction of the subscribers and making Destiny the first non-telco ISP to have a full STM1.

Responsibilities:

·       Managed a group of 7 IT professionals; Officer-in-charge, Systems Developer, Senior Programmer, Database Administrator, Network System Administrator, Programmer, and a Technical Support servicing internal clients with 2 remote sites and over 200 computer units.

·       Managed a group of 6 staff (Subscriber Information Management group) which handles the data encoding and processing of subscribers’ applications and after sales requests.

·       Reported directly to the COO evaluating, reviewing and giving recommendations on issues that included technical and sales operations.

·       Handled VIP clients and assisted in discussions with corporate clients.

Operations Manager (11/2000-2/2003)

Responsible for the service fulfilment of the Cable Internet subscribers.

Achievements:

·       One of the authors of the sales & marketing business plan for the Cable Internet service for the year 2001 to 2003 which generated a total revenue of more than P 250,000,000.00 in internet connectivity alone.

·       Responsible for the acquisition of a DS3 IPLC connection which reduced the operational expense of the company by 35% while increasing the bandwidth capacity by 125% to the satisfaction of the subscribers and making Destiny the first non-telco ISP to have a full DS3.

Responsibilities:

·       Managed a lean group of 4 employees for the sales support of the Cable Internet service.

·       Evaluated and provided analysis and strategic plans for cable internet related issues working directly with the Senior Manager.

·       Reviewed contracts and proposals and assisted in the selection of vendors.

·       Handled VIP clients and assisted in discussions with corporate clients.

Customer Services Manager (4/2000-11/2000)

Achievements:

·       Evaluated, recommended and implemented various products and services that helped improve and provided value to the cable internet service.  This also included products and services for internal use as part of managing the department’s network connectivity.

·       Conceptualized the name DOGZ (Destiny Online GameZone) for our online game server which led to the creation and development of the DOGZ website and mascot.

·       Conducted product training for the sales and marketing group with specific emphasis on the Internet, Cable TV Network and the Cable Internet technology.

Responsibilities:

·       Managed a lean group of 4 employees for the sales support of the Cable Internet service.

·       Managed the company’s web development team.

·       Handled VIP clients and assisted in discussions with corporate clients.

Sales Supervisor (9/1999-4/2000)

Achievements:

·       Developed and conducted product training for the sales and marketing group including sales outlets with specific emphasis on the Internet, Cable TV Network and the Cable Internet Technology.

Responsibilities:

·       Managed the Sales and Sales Support group of the Cable Internet service.

·       Managed a web development team that developed the company’s website which gathered a unanimous vote of approval from the market due to the nature of its design and the technology used.

·       Handled VIP clients and assisted in discussions with corporate clients.

Programmer/Analyst (3/1998-9/1999)

Achievements:

·       Developed and implemented a system for displaying schedules into the Flight Information Channel for our Cable TV service which is still in use today saving the company thousands of pesos.

·       Assisted in the development of the operational workflow of the Cable Internet sales procedure from inquiry to installation and procedures on technical support and maintenance.

·       Developed the manual for a set-top box.

·       Assisted in providing write-ups for the set-top box for investors and ISPs.

Responsibilities:

·       Developed programs using Visual Basic for Applications.

·       Developed work flow for the Internet service.

R.A Estañero Engineering Consultants, Sta. Mesa, Manila

May 1995 – November 1997

Systems Engineer

Achievements:

·       Designed, developed, implemented and tested the company’s first Analysis and Design tools for structural engineering using Pascal and C source codes thereby increasing considerably the productivity of the company.

·       Developed and implemented migration plan for the company’s operating system from MS-DOS to MS-Windows.

·       Trained the company executives and staff in using the MS-Windows operating system and MS-Windows-based software.

Responsibilities:

·       Maintained the company’s computer systems, which included troubleshooting and upgrading of new hardware and software.

Trainings/Courses:

ITIL 4 Foundation

Udemy

April 2019

Accidental Project Manager

Ateneo CCE, 3F Ateneo

Professional School Building, Makati City

April 2014

Lean Six Sigma Green Belt

One World, Taguig City, Philippines

July 2017

Leadership for Professionals

Malaysia

May 2012

Leadership for Managers

Hotel Dusit, Makati City, Philippines

May 2016

Business Accounting & Finance Program for Managers

AIM, Makati City, Philippines

March 2009

Certifications:
ITIL 4 Foundation

AXELOS Global Best Practice

Issued May 2019 – No Expiration

Credential ID – GR671018202HD

Experienced Service Delivery Manager

Ericsson Telecommunications

Issued May 2011

Skills:
Leadership
Coaching
Web Design & Management
Service Delivery
Communications
Network Management
Customer Support
Data Analysis
Microsoft Excel (Advanced)

Education
De La Salle University, Manila

24 Units in Masters of Science in Electronics and Communications Engineering

January 1994 – March 1995

University of San Carlos, Cebu City

Bachelor of Science in Electronics and Communications Engineering

March 1993

Personal Information
Date of Birth: September 25, 1971

Age: 47

Civil Status: Married

Religion: Roman Catholic

Languages Spoken: English, Filipino, Cebuano, Surigaonon