Management Manager

FREDERICK TOLENTINO CRUZ

Location Mandaluyong City, Philippines ! Mobile +63.998-***-**** ! E-mail ******@*****.***

Has worked with all levels of the corporate hierarchy from country managers/directors,

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RELEVANT EXPERIENCE

VPs, IT managers, BPO heads down to end-users spanning several continents to

ensure the successful transition/implementation of various IT projects

Has nearly 6 years experience in managerial or lead roles; Has a total of 11 years

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professional experience in the IT industry having both business and technical exposure

in requirements gathering, analysis, design, testing, release management and

implementation of front and back-end systems;

Specializes in transition, standardization, and management of operational and

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application processes in relation to IT (e.g. UAT execution, release management,

warranty support, business-as-usual, etc.)

CAREER HIGHLIGHTS

Globe Telecoms – Delivery Office Lead

Develop and deliver programme initiatives on resource on-boarding, RAID

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SWEDEN DELIVERY

management, correct organisation structure, R&Rs/RACIs, stakeholder reports (daily,

OFFICE LEAD GLOBE’S

weekly, adhoc), document management/versioning, process improvements, etc.

IT TRANSFORMATION

INITIATIVE / $90M 7-YEAR Lead management of Cutover logistics for the program;

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CONTRACT W/150+

Maintain and update project management framework and disciplines as part of the

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PROJECT RESOURCES

Delivery Office Initiatives;

Creation of Program Tools: RAID Management System, Active Directory, Work Package

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Request Tool, Document Management System, etc; and

Recommend, reduce and/or maintain processes to ensure program documentation,

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reports and plans are relevant, accurate and complete.

RCG Global Services, Inc. – Senior Consultant

FUNCTIONAL LEAD (AIG) (ON-SHORE: AIG, SINGAPORE – JULY 2012)

Works with SMEs, upper management/stake holders to capture high-level business

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requirements of the Finance and Accounting Department for the soon-to-be-

implemented Regional Programme (Singapore Transformation Project).

Aided the reformation of the Recruitment Department’s processes to rely on the

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LEAD BUSINESS

company’s Legacy Human Resource Information System;

ANALYST / TRAINER (RCG

– INTERNAL) Determined high-level requirements for the application’s upper management report

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enhancements to aid in capturing recruiter KPIs, commissions, and recruitment batting

average; and

Trained eighteen (18) recruiters with the use of the system

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ONSHORE TRANSITION (ON-SHORE: ELAVON, GEORGIA – NOV 2012 – MAR 2013)

MANAGER (ELAVON) – Employee of the Month (December 2012)

RCG’S BIGGEST CLIENT

Led the aggressive transition of testing services for RCG’s biggest client to date ($16M)

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TO DATE / $16M

spanning several locations (Denver, Largo, North America and Latin America) and

applications with cross-cultural teams (India, Manila, and America, etc.) over a four (4)

month period; Achieved Employee of the Month (Dec 2012) from RCG, besting over

1500 employees; At a given point, managed twenty-eight (28) direct reports and grew

the initial thirty-two (32) resources count to over fifty (50).

SR. BUSINESS ANALYST (ON-SHORE: LEXIS NEXIS, NEW YORK – PROJECT ONBOARDING SEP – NOV 2011)

(INSURITY) Works with project SMEs, developers, QAs and managers to capture existing business

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rules used for each client of Insurity to develop a baseline for the transition of the

application code from Visual Basic to .NET.

ACE Insurance of North America – Asia Pacific – Application Support Manager

Standardized Help Desk procedures for in-scope Asia Pacific countries by driving a non-

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AP – APPLICATION

existent 3-Tier Issue Escalation process inserting the newly created Application Support

SUPPORT MANAGER

Team as the 2nd Tier support for proper escalation of issues; Application Support Team

(APOLLO, GENIUS,

supports four (4) major applications of the business and handles an average of 200

MERIDIAN, GPI)

issues with a closure rate of 85-90% per month;

Works with country managers/directors, IT managers, and BPO heads to coordinate

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scheduling and needs requirements ensuring successful implementation/resolution of

application/process transition, upgrades, and/or production issues; and

Responsible for the management and continuous development of the Application

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Support Team’s officers (2-4), in-scope applications, and responsibilities.

Responsible for the management and implementation of in-country BPO transition for

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TRANSITION MANAGER

the Asia Pacific region;

(GENIUS AP

PROGRAMME) Responsible for the management and overall development of the Genius Support Team

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(4); and

Works with country managers and IT project managers to facilitate proper handover of

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knowledge and business goals across the country of support/deployment;

GENIUS SUPPORT (ON-SHORE: ACE AUCKLAND, NEW ZEALAND – FOR LIVE CUTOVER FEB – MAR 2010)

On-shore management of live cut-over activities for the New Zealand deployment; and

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OFFICER

(GENIUS AP Creation, consolidation, standardization and management of UAT test cases, scripts

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PROGRAMME) and defects (for in-scope application and other 3rd party applications) for each round of

application testing.

Headstrong Philippines, Inc. – Consultant

OPERATIONS ANALYST (ONSHORE: AIG GI KUALA LUMPUR, MALAYSIA)

Infrastructure Portfolio Management of the proposed New Enterprise Architecture for

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AIG GI – Malaysia (Claims Department); New Structure involved the development of a

Malaysian BPO to support bulk claim requests and generate faster SLAs for the

company’s clients; Effectively reduced maximum TAT from five (5) to three (3) business

days; and

Training of the Front Counter, Call Centre and Customer Care Units (Over 30 individuals

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– ranging from VPs, Managers, Leads and Claims Processors).

Training of six (6) Business Analysts (for Malaysia, Singapore, Australia and Japan) in

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TRAINER – MERCURY

the usage of Mercury QTP and VBScript.

QUICKTEST

PROFESSIONAL

(AIG)

Spearheaded the development of Automated Regression Testing Scripts for the PL-NET

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BUSINESS ANALYST (AIG)

eAuto application;

Involved in the collation, mapping and proofreading of existing document assets

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DOCUMENT ANALYST

(process documents, guidelines, forms, templates, checklists, etc.) of both the Manila

(HEADSTRONG

and India Offices to combine/harmonize library assets and form a singular artefact

INTERNAL)

repository;

Achieved an outstanding rating from the client for the duration of the engagement;

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LEAD SOFTWARE

DEVELOPER Responsible for the training of the development team (4);

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(NYFIX)

Involved in key processes in the Application Lifecycle Management

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Teligent Systems, Inc. – Systems Analyst

Designed several application modules for UCPB for the duration of contract with

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SYSTEMS ANALYST

Teligent Systems, inc;

(UCPB)

Responsible for the management and training of the development team (4), and the

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development of coding standards, development environment, documentation (e.g.

technical specifications, functional analysis, UI design, etc.) of said covered modules;

Vinta Systems, Inc. – Senior Software Engineer

Handled three out of the four (3 of 4) major products that Vinta provides to its

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SENIOR SOFTWARE

prospective clients;

ENGINEER

Responsible for the training and mentoring of new hires (3);

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ADDITIONAL INFORMATION

Apr 2014 – present Globe Telecoms – Delivery Office Lead

WORK HISTORY

Aug 2011 – Apr 2014 RCG Global Services, Inc. – Senior Consultant

Jan 2009 – Jul 2011 Ace Insurance of North America – AP Application Support Manager

Jul 2006 – Dec 2008 Headstrong – The Global E-Solutions Company – Consultant

Apr 2006 – Jul 2006 Teligent Systems, Inc. – Systems Analyst

Nov 2004 – Apr 2006 Vinta Systems, Inc. – Senior Software Engineer

GLOBE – Sweden IT Transformation Programme / April 2014 – Present

PROJECTS

AIG – Singapore Transformation Programme: Receipting and Back-Office [Onshore:

Singapore] / July 2013 – August 2013

ADAPT Internal Project / Apr 2013 – Jun 2013

Elavon – Testing Services Project [Onshore: Georgia] / Nov 2012 – Mar 2013

Billing Decisions Rewrite Project [Onshore: New York] / Aug 2011 – Oct 2012

Meridian Asia Pac Programme / Feb 2011 – Jul 2011

Apollo Image Workflow System Asia Pac Programme / Jul 2010 – Jul 2011

General Insurance Underwriting System Asia Pac Programme [Onshore: New Zealand] / Jan

2009 – Jul 2011

General Payment Interface / Jan 2009 – Jul 2011

Leave Calendar Tracker / Jan 2011

AIU UI QTP Resources Training / Oct 2008

HQ Portal / Sept 2008 – Oct 2008; Nov 2008

One PAL / Aug 2008 – Sept 2008; Mar 2008

AIG GI Claims New Business Model Initiative [Onshore: Malaysia] / April 2008 – Jul 2008

PL NET / Nov 2007 – Mar 2008

Order Book Management System / Jul 2006 – Sept 2007

Payment Service System / Apr 2006 – Jul 2006

Payment Service System - Branch Module / Jul 2006

Media Optimization and Administration System / Nov 2004 – Mar 2006

Intelligent Credit Risk Evaluation System / Jan 2006 – Mar 2006

Custom Forms Designer / Jan 2006 – Mar 2006

Skills Team Management, Business Process Design, Project Portfolio

CERTIFICATION & SKILLS

Management, Transition Management, Project Management, Change

Management, IT Service Management, IT Portfolio Management,

Application Lifecycle Management, Requirements Gathering, Business

Analysis, User Acceptance Testing, Release Management, Incident

Management, Business Process Improvement, Stakeholder Management

Conducted

TRAININGS AND

2013 / ADAPT Application Training (for Recruiters)

SEMINARS ATTENDED •

2009 – 2010 / Quality Centre Training

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AND/OR CONDUCTED

2009 – 2010 / Application Training for BPO resources (GENIUS)

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2008 / Mercury QuickTest Professional Training

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2008 / New Business Model Training for AIG GI – Malaysia Claims Department

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Attended

2012 / PACE Methodology

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2012 / SDLC

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2011 / ITIL v3 Foundation Training – IBM

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2008 / Finance/Capital Markets Training

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2008 / Structured Business Analysis

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2007 / Pega PRPC Bootcamp Training

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2007 / Configuration Management Training

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2007 / Business Analyst Role Forum

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2007 / CMMi Process: Verification and Validation Training

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2007 / Turbo Charging Software Development with Strategy Pattern

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2007 / Investment Banking Overview

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2006 / Introduction to CMMi

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2006 / Introduction to ISO 9001:2000 Standards

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2006 / SAP Business Intelligence Overview

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2000-2004 De La Salle University – College of St. Benilde

EDUCATION

Bachelor of Arts in Business Management – Maj. In Computer Applications

1997-2000 De La Salle University

Bachelor of Science in Computer Science - Maj. In Computer Engineering

Available upon request

REFERENCES

Contact this candidate