Brief of the Qualifications of Ernie John G. Malino

Unit 325, Bldg. V, Smile City Homes Condominium – Annex,

Barangay 177, Zone 15, Purok 4, Caloocan City, Philippines 1424

Skype: ernie.john.g.malino Mobile: 639*********

E-mail: acvs66@r.postjobfree.com

Linkedin: http://www.linkedin.com/pub/ernie-john-malino/39/790/631

I am a results-oriented Senior Analyst with progressive experience and hands-on skill in supporting basic to complex Enterprise Resource Planning System, E-Commerce, and Customer Relation Management system and network issues. I am a skilled communicator with keen analytical and innovative technical skills in simplifying complex procedures to ensure the full understanding and satisfaction of support critical-mission application users.

EMPLOYMENT INTEREST:

I am in search of a job that will prepare me for significant career growth as I shift to a gear I didn't know I had in me. A job that would bring pride and smile knowing that what I do really matters so that when I look back at the things I achieved here I will realize that I did my life's best work.

POSITIONS HELD:

January 20, 2014 – Present: Tier II Human Capital Management Senior Analyst

National Account Services Time and Labor Management Technical Services Group

ADP Philippines, 6th Floor, Glorieta 2 Corporate Center, Palm Drive, Ayala Center, Makati City 1224

Identify and tune inefficient SQL statements and also write queries against single & multiple tables, manipulate data in tables & create database objects used in building or in modifying links and interfaces using Oracle 11g Developer, Kronos Enterprise Integration Manager – Interface Designer, and/or A-Connect.

Analyze and recommends technical solutions to medium and high complexity Tier 2 and Tier 3 escalations originating in Solutions Center, Project Services and Implementation.

Act as subject matter expert on applications within the team, Solutions Center, Project Services and Implementation. Reviews and analyzes product migrations through all systems environments and develops updates of contingency documentation and processes.

Ensures existing applications and services are available / reliable within business SLAs; Identifying, supporting and implementing improvements for operational efficiency; Perform on-demand security audits via SAS70 & Motif

Work on the architecture, technical set-up, tuning, configuration, features, capabilities, interoperability, use, monitoring, documentation and support of ADP Enterprise eTime / Kronos Workforce Central application solutions, to meet the current and evolving global business requirements.

March 9, 2009 – June 10, 2013: Senior Technical Support Specialist

Administration, Customization, Data Migration & Integration

NetSuite Philippines, 6th Floor, Yuchengco Tower 1, RCBC Plaza, Makati City

• Maintain broad and technical knowledge of product and services.

• Provide support in SQL script writing and Report Analytics

• Provides data migration support from other systems using CSV format.

• Support the analytic needs of a business unit by analyzing saved searches, reports and KPI’s published on dashboards.

• Provides technical support to printing issues and modification of forms such as sales order, estimate, purchase order, and invoices.

• Clarify corporate clients’ requirements through first contact resolution. Minimize escalation to Tier III support.

• Confirm if the client understands the solution and provide additional education as needed.

• Prepare complete and accurate work and update the customer file.

• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

• Contribute ideas to resolve problems to better serve the customer and/or improve productivity.

• Participate in activities designed to improve customer satisfaction and business performance.

• Occasionally use decision-support tools to answer questions.

• Troubleshoot issues on NetSuite for Outlook Integration.

• Familiar with EDI and EDI Data Structure

September 18, 2006 - March 7, 2009:

Technical Support Representative Customer Service Associate II

eTelecare Global Solutions

31st Floor, CyberOne Building, Eastwood City Cyberpark

Bagumbayan, Quezon City, Philippines 1110

Telephone: 063 (2) 916-5670 Fax: 063 (2) 687-4158

Intuit QuickBooks Enterprise Technical Support.

• Troubleshoot software issues for US mid market clients.

• Troubleshoot complex networking issues related to QuickBooks Data Server Manager in a Windows Server or Linux.

• Data migration from .CVS, .IIF, and Excel formats to QuickBooks.

Business reports generation, filtering, merging, and modifications.

• Troubleshooting issues on ADD/ONS or 3rd Party Software such as Inventory Velocity, Financial Statement Designer, Shipping Manager, and QODBC.

• Provided support for issues related to account reconciliation, bill credits, credit memos, general journal entries, sales tax, online banking, and basic payroll issues. I also provided technical support on printing issues and modification of forms such as sales order, estimate, purchase order, and invoices.

• Activation and setting up of QuickBooks Online Backup.

• Troubleshoot software issues under the Intuit Core Group for US small business clients and professionals who use Intuit QuickBooks Pro and Premier Versions for their accounting and business activities.

• Consultative technical support of Intuit QuickBooks Direct-To-Tech for US small business clients where I assessed their possible future business needs such as software upgrade and the need to setup for terminal services to meet the basic system requirements.

• Underwent training in preparation for the Financial Certification Exam as required by Financial Industry Regulatory Authority (FINRA).

November 29, 2005 October 13, 2006

Technical Support Customer Service Representative Recruitment Specialist

ClientLogic Philippines, 22nd Floor, Wynsum Corporate Plaza, F. Ortigas Avenue, Ortigas Center, Pasig City, Philippines

United Online VOIP Account

Resolves Voice Over Internet Protocol technical issues of NetZero Voice members.

Process refunds, billing updates, and sign ups.

Resolves fraud issues and other inquiries.

Up sell of NetZero Voice plans to existing members and non members.

Retention of existing members through saves offers.

October 23, 2005 - November 29, 2005

Human Resource Department/Recruitment

Conducted phone interviews to new applicants and previous applicants.

Background investigation of hired employees/trainees.

August 8, 2005 - October 23, 2005

Customer Service Representative - Jamba Account

Resolve customer's issue on billing, software downloads, and subscriptions.

Assists customers in the configuration of their mobile phones' WAP and GPRS.

Process refunds and properly documents clients' issues.

Provided excellent customer service to North American, Australian, Irish, Singaporean, and United Kingdom customers.

Process caller's orders, downloads and/or subscription to Jamster and Ringtone, King's mobile software, wallpapers, ring tones, and screen savers.

April, 2002 - April, 2004

Computer & Electronic Technician

Al Aqtab for Comp. & Systems (Abha, K.S.A)

Mais Computers (Khamis Mushayt, K.S.A)

Systems Deployment, Maintenance, & Troubleshooting

Network Design, Maintenance, and Troubleshooting

Computer Sales, Upgrades, Assembly, & Servicing

Electronic Repairs and Maintenance (Printer/Plotter/Monitor/Scanner)

SEMINARS & TRAINING ATTENDED:

Computer Networking Career and Training Center

ROOM 208 UPY Bldg. #7 Sen. Gil Puyat Ave. corner Marconi St., Makati City

(September 14, 2008 October 12, 2008)

Course: Cisco 1 & 2 (Router & Routing Technologies)

(October 19, 2008 November 9, 2008)

Course: Cisco 3 & 4 (Switching & WAN Technologies)

Technical Education Skills Development Authority

Course: Computer Maintenance & Servicing

Level: Upgrading Skills Training Program

Region VI, Regional Training Center-Iloilo and

Electronic Workers Guild of Iloilo, Incorporation

Training Co-Management Program, Iloilo City

(April 16, 2001-May 11, 2001)

CERTIFICATE NO.: ILO-2001-0087

EDUCATION:

Master in Business Administration (24 UNITS)

Area of Specialization: Business & Industrial Economics

Institute of Graduate Studies

San Sebastian College – Recoletos

Claro M. Recto Avenue, Quiapo, Manila

Bachelor of Science in Computer Engineering

Western Institute of Technology

La Paz, Iloilo City, Philippines

June 1998-October 2000

Bachelor of Science in Electronics & Communication Engineering &

Bachelor of Arts in Political Science (Undergraduate)

Central Philippine University

Jaro, Iloilo City, Philippines

June 1993-March 1998

ERNIE JOHN G. MALINO

Contact this candidate