Management Service

Dion Lester L. Vicente

Contact Information

Email Address: *****************@*****.***

Contact No (Mobile): +63.922-***-****

Career Level: Software Engineer - IT Implementation Sr. Analyst

Summary

Business Entrepreneur

Four (4) years solid experience in TEM (Telecom Expense Management) for both Wireless and Wired Technologies.

oMaster Certified TEM (Telecom Expense Management) Professional.

oExperienced in Service Implementation/Transition Management involving project planning, project pre-operations review, analysis and documentation, Inventory and Database management (experienced in both CMDB and Actual DB), and post project continual service improvements.

oExperienced in Service Operations Management including service desk support, procurement and order management, Invoice collection, audit and dispute management, service/business analysis, benchmarking and optimization, and client reporting.

oSolid working background in various TEM Tool suite.

Professional experience in both Shared Services and Business Process Outsourcing environment.

Accustomed to ITSM discipline and ITIL V3 best practices.

Experienced in BPMN (Business Process Modelling and Notation) standard.

Experienced in Project Management, Business and Systems Analysis with working background on:

oBusiness Need assessments

oRequirement Elicitation

oBusiness Requirements Analysis and Documentation

oSolution Assessment and Validation

oContinuous Improvement

Familiar with the Operational Excellence principles and systems.

Graduated BS Electronics and Communications Engineering.

Knowledgeable of various Network structures i.e LAN, WAN and VPN.

Knowledeable of various Network Protocols i.e OSI and TCP/IP.

Detail oriented, analytical and systematic in resolving issues, looking for most efficient and practical way possible to implement resolution within stipulated time.

Focused and quick learner with positive attitude towards learning new skill to improve my performance.

Able to maintain high level of productivity in a fast paced, high pressure environment.

Can work both independently and as part of a team.

Technical Skills

Skill

Proficiency

Yrs of Exp

Last Used

TEM and Business Analytics Qualifications

TEM Master Certified

Expert

4

2014

TEM Tools and Software Apps (MDSL, Rivermine, Tangoe)

Expert

4

2014

Database Management

Proficient

5

Present

Data and Business Analytics

Proficient

5

Present

Technical Experiences

MS Office Applications

Expert

4

Present

MS Word

Expert

4

Present

MS Excel

Expert

4

Present

MS Powerpoint

Expert

4

Present

MS Project

Proficient

4

Present

MS Visio

Proficient

4

Present

MS Access

Proficient

3

Present

SQL, VBA

Familiar

2

Present

C / C++

Familiar

2

Present

Work Experience

Present Work: Store Manager at Cool Aid Water Refilling Station

Roles and Responsibilities

As Store Manager it is my duty to ensure that day-to-day operations will run accordingly and that our primary objective are met all the time - that is to keep all our Customer satisfied with the quality of our product and service delivery.

It is also my duty to monitor business statistics, analyze market competitions and implement market and financial improvement to ensure business stability, profitable and cost efficient.

Previous Work/Company: Software Engr – IT Implementation Sr. Analyst / Accenture Delivery Center, Manila Philippines

Accenture is a global IT company that provides high performance delivery through outsourcing and consultation.

Project I - Telecom Expense Management (TEM), Sr. Analyst (February 2010 – February 2014)

TEMPO (Process Outsourcing) manages the telecom expenses of the clients. TEMPO provides accurate reporting and inventory using top global TEM tools suites and other customized tools / applications. The team provides optimum process and services to maximize savings and reduce the costs. These services include Service Desk, Inventory and Database Management, Information Management, Project Management, Procurement Management, Invoice Management and Service Optimization of all Telecommunication concerns of business/clients.

Role and Responsibilities

As a Implementation analyst (September 2012 – February 2014):

oCoordinate directly/indirectly with Client and Client Support Team in gathering, processing of projects pre-requisites which may involve but not limited to data normalization, clean up, analysis, UAT and documentation.

oIdentifying and coming up with best possible resolution to clients concerns before the implementation such as setting up of Governance, Due Diligence and Operation Policies all to ensure a smooth transition to the Service Operations Team.

oMonitoring, reviewing and coordinating with Management and Operations team iin identifying other areas of possible improvement either in post established processes or insertion of new processes to ensure a more stable Operations.

As IT Operations Senior Analyst (December 2011 - September 2012):

oProviding support and consultation in diverse TEM processes, TEM tool concerns involve in current account. Support includes initiating and conducting of classroom and online trainings.

oAnalysis of various Telecomm Suppliers involve in each account, ranking and benchmarking them based on who best satisfy clients business needs.

oStreamlining of on-going processes to achieve optimal result, including revision of outdated processes and creating and documentation of additional processes to benefit current Operations.

oPerforming Service Optimization by gathering, reviewing and analyzing Invoice historical records against Client Supplier Contract (in any other forms such as Addendum, MOA, LOA) and other supporting documents, in order to achieved Optimal Cost Efficiency on Client’s Telecomm Services.

As IT Operations Analyst (February 2010 – December 2011):

oProvide Tier 1/Tier 2 service desk support for any of the clients TEM concerns via phone calls and emails.

oReceiving of client Order/s, submitting and coordinating to appropriate Supplier, monitoring and recording progress of Order – making punctual escalation based on agreed processes to ensure completion of order on timely manner.

oCollecting and loading invoices to TEM tool, auditing and raising dispute to respective supplier for any anomalies found in the invoices. Provide Cost Saving Report for those disputed cases to our Client.

oProviding Clients with periodic service statistical reports (i.e KPI’s, etc) and other client required or adhoc report.

Educational Attainment

•AOTMP, (Online Course) – TEM (Telecomm Expense Management) Master Certification (Certified: 2013)

•International Technologies and Science Institute (Vocational) – Industrial Engineering (Certified: 2010)

•University of the East, Philippines - BS Electronics and Communications Engineering (Graduated: 2009)

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