Support Management
Resume:
MICHAEL NINO C. GUERRERO
** ****** ****** ******* *, Quezon City
********.*******.*****@*****.***
ph.linkedin.com/pub/michael-guerrero/2b/b77/21/en
CAREER OBJECTIVE
He is an IT professional with 5+ years’ experience as SAP support. He also handled different process and management roles. He is currently engaged as SAP Enterprise Portal resource supporting Custom WebDynpro Java applications and User, Content and System Administration. EDUCATION
2005 – 2009 DE LA SALLE UNIVERSITY
Bachelor of Science Major in Information Communications Technology Management.
2001 – 2005 CLARET SCHOOL OF QUEZON CITY
High School Diploma, March 2005. Loyalty Awardee.
PROFESSIONAL EXPERIENCES
July 2012 – Present TECHNOLOGY CONSULTANT II, HEWLETT-PACKARD January 2014 – Role: SAP – Enterprise Portal Support Present
Escalation point for enterprise portal applications incidents and problems tickets
Produced documents and job aids for reference.
Coordinated resolution between Basis (EP Portal configuration), Security (User related) and SAP FI Functional resources (Backend Functionality).
July 2012 – Role: SAP SD - Customer Master Data Functional Support December 2013
Resource to support incidents and problem tickets
Created job aids for team members.
Managed onboarding process of the team.
Conducts meetings with customers and team members
Observed interview sessions for potential new hires.
Served as Migration and Project resource for the team.
Served as the Subject Matter Expert in SAP MDM, BO and GTS modules within the support organization.
April 2013 – Role: Operations Lead
December 2013
Managed 2 SAP-MDM teams.
Conduct admin meetings and 1 on 1s.
Escalation point for internal (team) escalation.
Ensures that operation/support will continue in an event of BCP.
Ensures that all of resources are tracking actual hours to meet utilization and compliance targets
Involved in planning and scheduling of support coverage September 2012 – Role: Team Lead
December 2013
Handled customer-facing activities and acted as escalation manager for the team.
Led the team in customer and monthly admin meetings
Ensured that the team is equipped with proper knowledge in the support area. Provided KT/discussion when necessary.
Ensured that team complies with both account and company policy and process.
Led the team in KT sessions when service was transitioned to the new vendor. Planned and produced KT slides that was used by the team in the KT sessions.
September 2011 – Role: Release and Maintenance Validation and Project SPOC December 2013
Update stakeholders on the status of validations
Coordinate schedule of Release/Maintenance validation with other teams
Lead in Reporting Release Related incidents and their status.
Ensured migration and project related activities are successfully covered by other -teams.
October 2009 – TECHNOLOGY CONSULTANT I, HEWLETT-PACKARD June 2012
Role: SAP SD – Customer Master Data Functional Support
Acts as a resource to support incidents and problem tickets
Created job aids and documents for team members.
Served as the Subject Matter Expert in SAP MDM, BO and GTS modules.
Internal Trainings
SAP SD
SAP CRM
SAP Enterprise Portal
SAP ABAP BC100
Non-Technical Trainings
ITIL Foundations V3 Training and Certification (Certified) ADDITIONAL SKILLS
Applications
Microsoft Office
SAP R/3
SAP EP
Other
Incident Management
Problem Management
Change Management
Proficient in Filipino and English
CERTIFICATION
Information Technology Infrastructure Library (ITIL) v.3 Foundations Certified, 2010
Contact this candidate