IT Director

ALVIE JUDY C. MIRANDA

No. *** London Street

Pasig Greenpark Village, Manggahan,

Pasig City, 1612

Contact Nos: +63-917*******

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

Personal Particulars

Age : 47

Date of Birth : December 16, 1972

Nationality : Filipino

Marital Status : Married

Gender : Female

Height : 5’5”

Weight : 155 lbs

Employment History

Director for Client Technology Services – IT

C3 Customer Contact Channels/ Everise

Bonifacio One Technology Tower, 18th Floor, 31st ST corner Rizal Drive

Bonifacio Global City, Taguig City 1634, Philippines

December 2017 to present

Reports Directly to VP for IT Engineering and Technology Services

Manage the Technical Account Management Team for end to end IT execution.

Act as the escalation point of contact for all technology issues and other project concerns

Responsible for drivng deeper level technical requiremernt during sales process in order to scope and estimate projects effectively.

Responsible for performing necessary research for third party technologies, tools and applications that are introduced during the presales process.

Responsible for setting overall direction for productive client engagements, reporting and management of processes to drive efficiencies

Strengthen client relationships by coordinating solution engineering functions to address complex business problems that strengthen the c3 position with clients.

Define and validate project scope, design initial high level solution architecture by partnering with technical teams and estimate level of effort and cost.

Direct internal IT teams and partner with Sales and Client Services to engage and consult with customers to gather requiremernts for potential projects.

Define solutions that leverage existing C3 capabilities to address client needs and look for new technologies/capabilities that can drive overall profitability

Coordinate the efforts of internal subject matter experts to present client solitions.

Lead by providing overall proactive management for all client related technical issues bu leveraging standardized procedures and best practives for support to resolve production issues quickly.

Develop, refine and report upon key performance metrics that show valuable client and IT engagement statistics that help drive overall success for each client.

Create and maintain strategic relationships with the key stakeholders within our customer organizations including the IT Directors, CIO and Line of Busineses leaders as well as technology professionals.

Lead and participate in projects from conception through launch by managing client and internal stakeholder expectations around the solution,,timelines, issues, risks migration strategy and go live support.

Serve as a change agent by articulating the case for change and helping our clients evolve by leveraging IT differently for better business solutions.

Be accountable for ensuring the team meets defines SLA and compliance to all organizational polices and procedures and applicable legal requirements.

Directs and maintains working relationship with internal support delivery teams, customer support teams and customer contracts and material representatives.

COUNTRY CAPABILITY MANAGER for Philippines

APJ Production Operations

Hewlett-Packard Enterprise

12/F Intellectual Property Center, 28 Upper McKinley

McKinley Hill Town Center, Fort Bonifacio City

Taguig City, Metro Manila, 1634

August 1, 2015 to Dec 15, 2017

Reports directly to the APJ Regional Production Operations Manager

Operational Management :

•Managing a delivery team that provides technology specific services for a defined group of customers.

•Responsible for the Reactive Service Team providing end to end incident management services and also change execution and ongoing IT operations.

•Responsible for the Availability Assurance Team who provide problem management, capacity planning, change management and configuration management services to one or more customers

•Proactively creates and drives initiatives for service delivery improvement.

•Review BSC metrics Monthly

•Ensure BSC Metrics are showing improved trends month over month

•Ensure that the Availability assurance team are driving the stability plan and the corrective actions to continually reduce outages and incidents

•Ensure that capacity and performance plans are in place to avoid impacts to the customers infrastructure

•May be involved in customer visits to discuss operational aspects of the service

•Work with site and county support functions (Facilities/HR/SDEX)

•Track customer satisfaction trends and work to remediate TCE issues

•Act as POC during out of hours as part of a BCP situation or management escalation.

•Resolve/monitor customer escalations as appropriate.

Financial Management :

•Provide timely feedback and commitment to cost savings initiatives

•Ensure cost savings targets are being met

•Ensure that operational & financial efficiency targets are being met

People Management :

•Ensure the team members have a relevant training plan in place to improve skills and encourage staff to achieve industry recognized certifications

•Manage the Focal Point Review process for HPE employees to enable you to manage team and individual performance.

•Mandatory Training Compliance - Ensure teams complete standard training on schedule.

•Comply to span of control requirements and ensure the team is well balanced, and resourced to deliver on SLA/Customer requirements

•Ensure that the broad range of career opportunities available in ITO, via the BSS ITO Career Path Package, to enable staff to understand that a wealth of opportunity for career and personal develop exist within Enterprise Services ITO.

•Encourage teams to complete the VOW, and create actionable plans and communications to respond to results, in line with organizational goals

•Work with approved suppliers/staffing teams to ensure the right level of staff at the right price at the right time

•Ensure goal setting discussions during start and end of Fiscal Year.

Strategic

•Ensure that the teams are utilizing the best processes and tools available to ensure optimal delivery efficiency

•Involved in representing the capability in areas of best practices and engaging with global teams.

•Automation Opportunities: Where automation opportunities are available for your team ensure timely sign off and commitment to the programs. Ensure the team is focused on change and assist global automation teams to drive that change to completion.

•Contribute to the development of innovative principles and ideas.

•Develop the skills of the team to be able to deliver services end to end from the center

Quality

•Implement service excellence programs to improve efficiency

•Strive to deliver best in class service at benchmark cost and benchmark KPI’s and ensure KPI data is provided to ITO Bus Ops in a timely fashion

Manages the Data Center Services Operations and Network Operations for Philippines Onshore Team. It comprises of Wintel, Back Up and Storage, DataBase, Unix/Linux, AS400, DCO, Messaging and Network Team/Engineers supporting PH ITO Delivery Services.

Manage a team of up to 100 IT team members, ensuring they have the tools and processes necessary to deliver across multiple operational, infrastructure and application functions.

Track and manage all PH deliverables to established metrics with attention to continuous process improvement, flexibility and scalability.

Provide support for an on-site data center services/ Managed services which may include infrastructure in service to diff client locations throughout the PH and APJ Region

Act as the primary point of contact for PH sites and APJ regional sites.

Responsible for the support and maintenance of all site IT infrastructure, personnel and business continuity of critical technology services based within sites within the PH region.

Ensures that services are monitored against the agreed service level performance.

Responsible for the professional presentation, conduct and services provided to

the business and clients by the IT personnel for whom they are responsible within the region.

Responsible for all aspects of business IT service delivery for all HP Onshore accounts in the Philippines.

Responsible for the development of tactical plans that align with Global/ Regional IT plans, as well as provide input to the strategic planning process.

ACCOUNT SERVICE MANAGER for PHILIPPINES

APJ Service Management

Hewlett-Packard Company

12/F Intellectual Property Center, 28 Upper McKinley

McKinley Hill Town Center, Fort Bonifacio City

Taguig City, Metro Manila, 1634

March 1, 2013 to July 31, 2015

Also acting as Service Management Transition and Transformation Lead for Global accounts located in APJ.

Work Description and Responsibilities :

Reports directly to the APJ Regional Service Manager

End-to-end accountability for Service Management ITIL processes, standards and strategic direction in support of new and existing services, delivered to the assigned account.

Responsible for implementation, execution and continuous improvement of the Service Management (SM) Processes of the account.

•Manage and proactively drive delivery of Service Management functions according to specified SLAs and metrics within the account.

•Drive successful achievement of ISM ( ITO Service Management ) metrics of the account.

•Provide Service Management process support / feedback / continuous improvement to designated process, SMEs for issues that are affecting the assigned account.

•Monitor and identify service improvement opportunities related to the assigned account(s), organizational structures, operational policies or service delivery.

Provide input to the Service Improvement & Audit (SI&A) team regarding opportunities and systemic issues facing the assigned account.

Covering Service Management Transition and Transformation for all process like Change Management, Incident, Problem, Service Level Management, Configuration and Asset Management, Capacity and Availability for mostly APJ accounts from Build out up to On-going ( BAU ) phase.

Maintains awareness of any audits conducted on the assigned accounts and is actively involved in any SM audits

ACCOUNT DELIVERY EXECUTIVE IV

ITO Service Delivery

Hewlett Packard Philippines, 36th floor Robinson Summit Center

Ayala Avenue, Makati City

November 2011 to Feb 28, 2013

Work Description and Responsibilities :

Reports directly to the Regional Account Delivery Executive

Manage the performance of services to clients as per agreed contract and ensure that Service Levels are achieved.

Management of the IT Service Delivery Team ( 6 Service Delivery Managers ) including responsibility for service desk, desktop support, application support, network and infrastructure support, career development and staff appraisals.

Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded as well as profitable.

Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed.

Build and maintain client relationships.

Produce management and account performance reports to an agreed schedule or upon request.

Attend client service review meetings covering performance, service improvements, quality and processes.

Implement and facilitate workshops and training courses.

Manage the account cost of delivery and other financial matters.

( Vice President ) INFRASTRUCTURE SERVICE SUPPORT LEAD- for Corporate Technology

Supporting CTO, CSI, CT and CB

July 2007 To January 15, 2011

JP Morgan Chase and Co. – 16th flr Net Plaza Bldg, Bonifacio Global City,

Taguig City

Provides governance on Incident, Change and Problem Management processes to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Leads, coordinates and communicates during outage situations and crisis events impacting the infrastructure, enforces the processes for change management and root cause analysis to ensure there are actionable plans for mitigating future risk.

Work Description and Responsibilities :

Reports directly to the CT PAC Manager - SVP

Monitor and manage all incidents during a nominated shift. Act as Triage Manager for Corporate Technology PAC.

End-to-end management of major faults or service failures for all services within agreed service targets.

Review and approve solutions and emergency changes to restore services.

Chair Incident triage calls.

Drive compliance and quality of incident tickets.

Liaise with business representatives on Incidents.

Develop and maintain Incident process and procedures.

Drive effectiveness of the Incident Management Process, including tools and systems.

Manage Incident Managers across different regions supporting Corporate Technology.

As Infrastructure Risk Manager for Corporate Technology :

Plan, ensure resources, coordinate resiliency tests for critical CT applications and infrastructure, and call tree component of the plans.

Drive corporate risk and infrastructure initiatives across APAC. Represent CT&R IRM

Leadership Team, CT cross LOB forums for addressing and responding to IT Risk issues.

Partner with other risk and audit colleagues to address IT risk issues within the CT organization.

Track IT risk and security Training program deployment and compliance in APAC.

SENIOR VENDOR and TECHNOLOGY MANAGER

May 2005 up to July 2007

Washington Mutual Bank - Card Services Division

27th Philamlife Tower, Paseo De Roxas Ave., Makati City

Work Description and Responsibilities :

Reports directly to the Senior Vice President for Cards Services

Provides governance on vendors located at Cebu, Makati, Ortigas and Pampanga

Maintenance of all contracts

Assistance to IT Managers in Processing new contracts.

Provide reports on vendor performance and contract status to management.

Coordinate activities between internal IT teams and vendors.

Define and enforce processes and procedures for vendor management.

Assist with RFP ( request for proposal) and vendor selection administrative process.

Develop standard approach to deal with each type of vendor.

Summarize service level requirements by vendor.

Execute vendor quality surveys.

Track and report upcoming vendor milestone dates.

Maintain deliverable signoff records.

Report progress on fixed bid contracts ( e.g., qualitative progress, percent complete versus percent billed).

Analyze vendor pricing compared to industry average.

Collect and distribute service level reports from vendors.

Work Closely with Vendor Program Directors on their SLAs and other contract requirements defined at SOW ( Statement of Work).

Conduct quarterly audit on vendors providing services for WAMU.

Manage Vendor Managers supporting WAMU services.

OPERATIONS MANAGER – DELL Technical Support Account

March 2004 up to May 2005

CLIENTLOGIC Philippines, Wynsum Corporate Plaza,

Ortigas Center, Pasig City.

Work Description and Responsibilities :

Reports directly to the Site Director

Manage first line supervisors that are responsible for managing day-to-day operations of team representatives handling customer inquiries and issues.

Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.

Provide leadership and management to associates; provide training and development of supervisory team.

Coach and mentor team supervisors. Regularly conduct supervisor team meetings. Supervise multiple teams for one or more clients.

Responsible for managing a team of production and staff employees in providing quality services to meet performance and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies.

Ensure optimum productivity and service level goals are maintained at all times

Take measures to improve performance providing input to training

Monitor production employee attrition ensuring supervisors follow preventative attrition practices

Ensure team members are educated on necessary skills needed to execute quality conference calls

Manage focus groups, analyzing feedback and provide management with recommendations to improve processes

TEAM LEADER ( Supervisor Level - Dell Tech Support Account)

March 2003 up to March 2004

CLIENTLOGIC Philippines, Wynsum Corporate Plaza,

Ortigas Center, Pasig City.

Reports directly to the Operations Manager

Work Description and Responsibilities :

Subject Matter Expert for Desktop and Portables LOB.

Attends Quality, Effectiveness and Commodity Council conference calls with the client and other partner sites.

Gives immediate feedback to agents for continuous improvement.

Monitors technical support representative and conducts weekly coaching to follow up on performance of agents.

Identifies strengths and areas of improvement of the agent based on his/her metric performance as well as communication and interpersonal skills.

Conducts regular post shift meetings with a team of approximately 15-20 agents.

Regularly creates Performance Appraisals and Merit Reviews.

Evaluates raw data available to review improvements and development of performance of agents. Submits weekly team reports and documentation regarding current performance metrics.

Handles technical and Costumer Experience escalations.

AWARDS/RECOGNITION :

Selected as “Best Team Leader” on three consecutive Dell Consumer Tech Support Manila Recognition Day held on quarterly basis of each year, Ortigas Center, Pasig City.

Outstanding Performance for a Coach/ Team Leader.

Manager’s Excellence Award, Outstanding Performance for a Coach/ Team Leader

Site VP Excellence Award

Manager’s Excellence Award, Outstanding Performance for a Coach

RESOLUTION SPECIALIST (L2)

January 2003 up to March 2003

CLIENTLOGIC Philippines, Wynsum Corporate Plaza,

Ortigas Center, Pasig City.

Reports directly to the Operations Manager

AWARDS/RECOGNITION

Selected as a “Team Player” on three consecutive Dell Consumer Tech Support Manila Recognition Day held on quarterly basis of each year, Ortigas Center, Pasig City.

Work Description and Responsibilities :

Supporting and developing agents, monitoring and communicating the appropriate metrics, and implementing targeted process improvements.

Monitors and evaluates tech support metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation.

Monitors calls to ensure positive customer experience.

Takes actions necessary to empower agents to ensure ownership for customer experience and ensure immediate issue resolution.

Advises an agent on technical resolutions options.

Handles technical escalations.

LEVEL 1 DELL TECH SUPPORT REPRESENTATIVE (L1)

November 2002 to January 2003

SiTEL formerly CLIENTLOGIC Philippines, Wynsum Corporate Plaza,

Ortigas Center, Pasig City.

Work Description and Responsibilities :

Accepts incoming calls 100% of shift hours.

Troubleshoot hardware and software related issues.

Supports Dell Desktop and Portable computers.

Actively participate in meetings and Training sessions as required.

Maintains decent performance metrics.

Was invited and eventually joined the Dell Transition Team after two months of taking inbound calls.

INSTRUCTOR 1 (COMPUTER INSTRUCTOR)

from June 2002 up to March 2003

College of Computer Studies

Manila Central University

EDSA, Caloocan City

Work Description and Responsibilities :

Develop, implement and maintain classroom curriculum and educational activities consistent with program and organizational goals. Monitor and maintain accurate records of student needs, progress and attendance.

Ensure student program participation and smooth daily program operations. Enforce daily class schedule as well as program policies and procedures. Collaborate with other program staff to ensure communication and smooth program operations.

Perform other tasks as required to support.

COMPUTER INSTRUCTOR and Academic Coordinator for Malolos Branch

from June 1996 up to March 2002

College of Computer Studies

AMA Computer College

Malolos Bulacan

Work Description and Responsibilities :

Develop, implement and maintain classroom curriculum and educational activities consistent with program and organizational goals. Monitor and maintain accurate records of student needs, progress and attendance.

Ensure student program participation and smooth daily program operations. Enforce daily class schedule as well as program policies and procedures. Collaborate with other program staff to ensure communication and smooth program operations.

Perform other tasks as required to support.

Adviser of Computer Technician Club.

Act as Trainor of Skills Olympics Delegates on the Regional IT Competition held at Olongapo City, Zambales

JUNIOR NETWORK ENGINEER – Spare Parts Department

from June 1993 up to May 1996

NISSAN Universal Motors Corporation

Pasong Tamo Ave., Makati City

Work Description and Responsibilities :

Install all new hardware, systems, and software for networks

Install, configure, maintain network services, equipment and devices.

Supports administration of servers and server clusters.

Manages all system back-up and restore protocol.

Plans and supports network and computing infrastructure.

Perform troubleshooting analysis of workstations and associated systems.

Documents network problems and resolution for future reference.

Monitors system performance and implements performance tuning.

Manage user accounts, permissions, email, anti-virus, anti-spam

Helps set up and maintain computer stations and software for training programs.

Assists with the inventory management of software licenses, software, hardware, and other IT supplies.

Assists with the purchase of software, hardware and other IT supplies.

Promotes responsible usage and care of corporate equipment.

Interacts with internal clients to resolve basic help desk issues; communicates with internal clients in a professional manner maintaining confidentiality.

Provides responses to internal clients in a timely manner.

Educational Background :

Highest Education

Level : Bachelor's/College Degree

Field of Study : Computer Engineering

Institute / University : Polytechnic University of the Philippines

Second Highest Education

Level : Diploma/Certificate

Field of Study : Computer Science/Information Technology

Major : Diploma In Computer Science

Institute / University : University of the Philippines, Open University

Third Highest Education

Level : Post Graduate Diploma / Master's Degree

Field of Study : Computer Science/Information Technology

Major : Master in Information Technology (Not Completed)

Institute / University : Dela Salle University, Taft Avenue, Manila

Trainings and Certification Completed:

ITIL Foundation ver3 Certified – 2009

A certification detailing a no-nonsense approach to the identification, planning, delivery and support of IT services to the business.

CCNA – Certified Cisco Network Associate – 2000

Is a second-level Cisco Career certification. CCNA certification validates the ability to install, configure, operate, and troubleshoot medium-size routed and switched networks, including implementation and verification of connections to remote sites in a WAN

Six Sigma Training for Process Leaders and Operations Managers (In House)

A comprehensive introduction to the tools and methods of Six Sigma, and prepares students in participating in Six Sigma projects across the corporate organization using statistical analysis and problem solving tools.

I hereby certify that all the information is true and correct to the best of my knowledge and belief.

ALVIE JUDY C. MIRANDA

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