Professional Profile

With over ** years in information technology. Provides IT leadership role in a dynamic organization that requires experience in Technology and Business Operations, Project / Program Management, Systems Implementation (Software/Application Development and Packaged Applications), Quality Assurance and Technical Support, and Service Delivery Soft-Skills Summary

Excellent Communication Skill. Relationship Management. People Development. Business/Operation Process Improvement. Sound Decision Making. Customer Service Oriented. Account Management. Team Player.

Work Experience

Cuscapi Philippines/Tills n Labels System Marketing April 2015 – October 2018

A company that provides Food and Beverage automation (Point of Sale) in ASIA and a listed company in Malaysia.

General Manager

Duties and responsibilities:

• Reporting to the CEO/Regional Market Director/Board of Directors (Semi-Annually)

• Business Development. Formulation of business strategies to increase market share and revenue.

• Budget planning and implementation and P&L management. Insuring the company is operating within budget and profitable.

• Daily operation management.

• Formulation and administration of company policies.

• Resource management and development.

• Technical Support development and management in the country and countries in ASIA where the company operates.

• Ensures the company is compliant with BIR Requirements and Policies

• Ensures timely delivery of customer requirements. Jess Tayag

Block 7 Lot 30 Linden Street

Marina Heights, Sucat Muntinlupa

+63-917-****-***

addijl@r.postjobfree.com

Jess Tayag – Resume

Accomplishments:

• Positive profitability in my second-year term, achieved by increasing revenue, increase in the utilization of resources and management of costs.

• Growth in revenue by taking advantage of the channels (distributors) by widening the products that they offer to customers. This was also achieved through partnership with 3rd party products that helps to market the system.

• ASIA Support Hub development.

• SAP Implementation

• Data Privacy Act Roll-out

JPMorgan Chase

May 2008 – November 2014

The largest issuer of general-purpose credit cards and the largest merchant acquirer in the United States.

VP IT Technology Operation/Applications Operation Manager Duties and responsibilities:

• Reports directly to the Technology Operations Director in the US and India.

• Builds and develop technical support groups that will ensure continuous operation of the organization from minimal to zero downtime.

• Responsible for daily operations by setting priorities, assigning and / or adjusting workloads and ensuring available resources are available to respond to technical issues.

• Prioritizes, scopes, estimates, and manages the team responsible for the development and implementation of engineering solutions.

• Resource management - staff responsibilities, performance setting, mentoring, coaching as well as team budget responsibilities.

• Anticipates problems and analyzes ways to mitigate implementation and operational risks.

• Articulates to the team the business value and impact of technical and non-technical initiatives.

• Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue.

• Documents small-to medium-scale projects and delivers presentations to US and India counterparts.

• Dissects complex situations and applies technology to resolve issues. Escalates issues, as needed.

• Analyzes processes and initiates improvements when necessary.

• Maintain relationship and teamwork among cross-functional teams and stakeholders.

• Ensures compliance to Government and Bank Policies

• Manages partner/vendor and ensures that third party providers comply with the agreement and provides seamless supports to projects. Accomplishments:

• Increased staff utilization – taken up additional applications to support without adding resources by introducing automations to routine processes mostly batch jobs and reports.

• Implemented cross-functional support structure which made the support more resilient and wider scope of coverage for every analyst.

• Introduction of hand-over process between shifts from different location to ensure completeness of service delivery and continuity of tasks to be completed.

• Efficient space utilization by implementing alternating shift schedule.

• Introduction/Implemetation of Rewards and Recognition to IT Community

• Development, testing and implementation of Business Resiliency Process

(BRP) for Manila and Mumbai – this process ensures support continuity to the business during the manifestation of a disaster. This process was used to support the US side during the occurrence of heavy snow and no degradation of service to the operation.

DHL Worldwide Express Philippines, Inc.

November 2001 – July 2007

DHL is the leading door-to-door service provider worldwide. eCom Manager

April 2003 – July 2007

Duties and responsibilities:

• Reported directly to the National Customer Service Manager

• Prepared project plan, budget, and resource profile

• Managed business plans, project plans and budget. Identifies and manages resources in order to deliver on time, within budget, with high quality. Identifies risks and issues and manages mitigating actions

• Responsibilities also include preparation of annual budget in relation to eCom and ensuring that the budget is achieved.

• Assessed performance of the eCom team and conducts training needs analysis to identify competency gaps for staff developments

• Liaised with senior staff in all DHL departments and subsidiaries in relation to customer automation

• Coordinated with DHL Regional Office (Singapore) and other DHL overseas offices to collaborate on eCom Projects

• Maintained and monitored network performance to ensure zero downtime.

• Ensured harmonized development initiatives of local website with ASIA Pacific region.

• Developed and implemented a monitoring application to ensure and maximize utilization of deployed resources to customers

Accomplishments:

• Ranked No. 2 in Asia Pacific Region from 2005 to 2006 in terms of eUpload Performance

• Gained 200% performance increase in the first 6 months in the position

• Developed and implemented an electronic data interchange from DHL application to customer data which minimizes duplicate data entry and increase accuracy

• Nominated 2002 and 2003 Outstanding Achiever in Asia Pacific region Jess Tayag – Resume

DHL Business Systems Support Executive

November 2001 – March 2003

Duties and Accomplishments:

• Developed and implemented a VB and Excel based Finance reporting tool that cuts processing time by more than 500%

• Developed and implemented a Delivery Tracking System using Visual Basic, MS Access and Web Based reporting system and now being used by DHL Australia office

• Managed and completed the implementation of an imaging system (PCDOC) and a Ground Operation System, International Billing System (IBS)

• Conducted technical and user trainings for the deployed applications Digital Dimensions, Inc.

January 1999 – July 2001

The company is a system integrator and the exclusive distributor of CACHE, an object- oriented multidimensional database and MedTRAK, hospital information system. Systems Support Manager

Duties and responsibilities:

• Reported directly to the President

• Project Planning – Prepared project plans, cost budget, and resource profile

• Project Control and Management – Managed plan and budget. Identified and managed resources in order to deliver projects on time, within budget, and within pre- defined quality standards. Identified risks and issues and managed mitigating actions

• Management of Client Satisfaction – Established mechanisms for undertaking client progress meetings. Established protocols for participation in client management meetings. Maintained trust and good relations with clients. Worked closely with Business Partners/Value Added Resellers for project implementations

• Staff Management – Monitored and reported staff performance. Motivated, built team spirit, mentored, coached technical support team. Responsible for directing 12 technical staff composed of programmers, systems analysts, and implementation support

• Process Improvement – Monitored and identified improvements in the process life cycle. Monitored resource utilization and available or required skills. Reviewed project deliverables

• Business Development – Identified opportunities for business development

• Presales Support – Prepared project plans, work estimates and cost budget for proposals. Worked with the sales and marketing division in promoting company products and educating staff by conducting regular training and providing updates on system or product developments

Accomplishments:

• Developed and introduced standard policies and support procedures in the organization that ensured meeting deadlines, proper customer service and cost minimization of project implementations

• Managed and completed the implementation of Hospital Information System to Philippine Heart Centre.

• Completed implementation of three (3) financial projects within 6 months. Completed first phase implementation of an integrated hospital system within two months

• Developed a payroll system, integrated into Great Plains financial system

• Managed AlphaNet, a subsidiary of the company offering Internet access services. Tasks include developing support staff to ensure continuous service provision to clients. Developed an internal Billing and Collection System for the company that helped increase company revenue

SOFTECH Advantage Inc.

August 1997 – June 1998

Information Technology Solutions Provider

Senior Systems Analyst

Duties:

• Led 2 other systems analyst in the design, analysis, and development of CA/SA and Loans & Investment System for Philippine Commercial International Bank

(PCIB) using PowerBuilder for user interface and Sybase for the database Sweda Systems Philippines, Inc.

March 1994 – April 1997

Pioneer in Point of Sale (POS) solutions provider in the Philippines Technical Support Head

October 1996 – April 1997

Duties:

• Reported directly to ASIA Regional Manager

• Managed 28 technical support staff based locally and in Hong Kong

• Reviewed and developed procedures and guidelines for operation

• Ensured that all deliverables were in line with customers’ needs as well as resolution of escalated problems reported by clients

• Tasked to gather information on market trends and competitive activities Accomplishments:

• Generated over Php 1 million in revenue for the last quarter of the year 1996 through services rendered to clients and decreased the operating expenses by almost 10% by introducing 2 shift operation for the customer care and support COMPRIS System Department Head

October 1995 – September 1996

Duties:

• Managed seven (7) software engineers including 2 project managers responsible for application development and integration of POS system

• Oversaw all phases of project implementation, analyzed customers’ requirements, and designed appropriate solutions

• Developed and implemented methodologies to speed up the system development and implementation life cycle

• Worked with a team of analysts in Atlanta, Georgia to redesign the POS system for Wendy’s International

Jess Tayag – Resume

Project Manager

August 1994 – September 1995

Duties:

• Responsibilities include planning, organizing, controlling, leading, and implementing projects assigned to meet the needs of the clients

• Ensured that all projects adhere to quality design, estimates, installations, and safe executions at the minimum cost

• Other responsibilities include project progress monitoring, procedures preparation, project communication and documentation, coordination with different groups involved in the project, and issues resolution

• Local projects personally implemented include Jollibee, Goldilocks, Max’s restaurant. Global projects completed include American Pie in Hong Kong and Delifrance in Singapore

Award

• Employee of the Year attributed to accomplishing a project at the shortest period at a minimum cost.

Associate Software Engineer

March 1994 – August 1994

Duties:

• Developed and maintained applications for the Point-of-Sale (POS) system using Clipper, C, INFORMIX running in DOS and SCO-Unix environment. Applications were used to integrate with the customer’s existing application and to generate reports.

Trainings

ITIL v 3

JPMorgan Chase

March 2009

Six Sigma Green Belt

Cotecna

February 8 - March 8, 2007

Developing and Using Influence

Strategic Management Group, Inc.

November 29, 2006

Accounting for Managing Decision Making

PowerSkills

Nov. 17 -18, 2005

Targeted Selection Interviewer Workshop

Development Dimensions International

October 25-26, 2005

Minerva (Prince2) Training Program

DHL

August 23-24, 2005

Systematic Managerial Analysis

The Executive Development Institute of Asia Business Consultants, Inc. June 8-10, 2005

Complaints Management

European Chamber of Commerce of the Phil

March 24, 2004

7 Habits of Highly Effective People

IACET

June 11, 2003

Performance Planning

Development Dimensions International

March 14, 2003

Effective Presentation Skills

Guthrie Jensen

May 16, 2002

People Handling Skills

Guthrie Jensen

April 22, 2002

Education

Coaching & Mentoring

Institute for Marriage and Family Development (IMFD) University of Asia and the Pacific

December 2019

Family Life Education

Institute for Marriage and Family Development (IMFD) University of Asia and the Pacific

February 2019

Leadership and Management Development Program

Ateneo Graduate School of Business

Ateneo de Manila University

June 9, 2007

BS Computer Engineering

Adamson University

March 1993

Jess Tayag – Resume

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