Service Information Technology

Sydney Leigh B. Annatu

* ******** ****** **** ******* Barangay Sangandaan

Project 8 Quezon City. Philippines, 1116

Mobile: 091********

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

LinkedIn: https://ph.linkedin.com/in/sydney-annatu-a0222894

PROFESSIONAL SUMMARY

A Technology Consultant focused on SAP application to business functions in the area of managing service operations. Handled multiple roles including Change Requestor, Certificate Change Single Point of Contact, Duty Manager, and Learning and Development Coordinator. Responsibilities have included service support, managing people, task and complaints, coordinating training, monitoring SAP services, testing and analyzing XML files for any logical errors. Extended experiences in website design and development, systems design, programming and data management. Trained and familiar with SAP process integration, mapping configuration, mapping functions, and server connectivity. Demonstrated expertise in data analysis, testing, coaching, supervising counseling, and teaching. A competent, dependable and hard-working professional who meets all deadlines and achieves consistent results.

Technical Skills

SAP Process Integration (SAP PI)

Seeburger AS2 and BIC Mapper

Basic Unix

English language proficiency

(Test of English for International Communication, 705 out of 990 score)

Specialization:

SAS (Business Analytics)

Knowledgeable in:

Database Technologies: Oracle, Microsoft SQL, PHP

Programming Language: C++, and C#

Business Development: Project Management and Information Technology infrastructure Library (ITIL)

Business Technologies: SAP ERP, NetSuite, MS Visio, SAS Enterprise Guide 4.2

Web Development Technologies: HTML and CSS

Testing Software: Software Quality Assurance

Other Software: Microsoft Visual Studio, SQL Server Management Studio, Microsoft Office 2011

Certifications:

SAP Development – July 2015

ITIL Foundation in IT Service Management - December 17, 2014

WORK EXPERIENCE

HEWLETT-PACKARD ENTERPRISE May 2015 – April 2016

Technology Consultant

Accountabilities

Analyze and promptly respond to any technical and business processes by means of managing conflicts, concerns and provide high-quality work of resolutions and clarifications. Proactively monitor services between the client, stakeholders and external business partners and supporting applications that are in the production environment of SAP. Investigate incidents and strive to look for resolutions in mapping configuration, map functions, server connectivity and message monitoring. Manage certificate changes as a Change Requestor and Certificate Single Point of Contact to meet corresponding deadlines and requirements.

Accomplishments

Resolved a problem record to further investigate the root cause of the K9P built-up issue through team collaboration, excellent cooperation and thorough investigation, which resulted to a successful case-closed problem record with a 96% compliance, exceeding the 90% target. Attained recognition for Peer-by-Peer for Bias in Action.

Initiated a hands-on approach in teaching and coaching new hires on proactive monitoring procedures during Asia shift, and challenging them to take ownership of critical tickets, thus increasing their confidence in the technical aspect of the work. Attained recognition for Peer-by-Peer for Bias in Action.

Achieved early completion of the Global Middleware System Certificate Change project by updating and classifying information on 100+ active external business partners, working double-shift for three months, and communicating constantly with external business partners, stakeholders and clients.

Demonstrated accountability by taking prompt action and resolving a critical issue for an unexpected event in certification change owned by another colleague, which resulted to zero service disruption.

Created 1000+ test cases and identified 1000+ test cases to prioritize for inspection and testing which contributed to the successful deployment of the Process Integration Service Pack project to the production environment without causing critical disruption in service operations.

Resolved issue for one critical service line in less than 24 hours and prevented escalation that could cause damage to operations through proper work attitude, and awareness of basic instructions needed in handling irate customers.

Learning and Development Coordinator

Accountabilities

Coordinate and deliver suitable training programs to assist organizations in enhancing specific skills and future capability development.

Accomplishment

Successfully ensured 100% attendance of all team members and news hires from different regions including Asia, Costa Rica EMEA to the Process Training sessions through constant communication with trainers and participants on benefits of the training, organization and appropriate time-zone scheduling; thus, maintaining effective non-stop operations without disruptions.

ESTANSAAS DEVELOPMENT INCORPORATED June 2014 – September 2014

Internship

Accountabilities

Document, update data, and upload reports and financial Statements using CRM. Class and Evolv that keep the BPO department records updated. Test programs and websites such as EstanSaas (Official website), Azura, and Evolv. Design and modify websites using PHP, JQuery, HTML, and CSS.

Accomplishments

Improved 20% of EstanSAAS Development Incorporated website by modifying designs, correcting grammars and, developing new webpage that functions as resume up-loader.

Taught new employees about the company’s system, which resulted to manpower cost savings.

EDUCATION

Bachelor of Science in Information Technology

Mapua Institute of Technology, Makati. July 2011-March 2015

TRAINING

SAP Development Training – July 2015

Oral Communication – October 2015

Business Email Writing – January 2016

OTHERS

Short-listed for Honors – Graduating Class of 2011

Academic Scholarship - Half Scholar 3nd Year Term 2 (Wtd. Average 1.7083)

Voice Lessons

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