Manager Project

PAUL VINCENT E. RIAMBON

Mandaluyong City, Philippines

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

Cell #: +639*********

Total Experience: 15 Years and 4 months

Top Skills (Technical/Non-technical)

1.Transition Management of IT roles from high-cost countries to the Philippines, which enabled cost reduction and resource leveraging between countries and across different organizations within a given account. His transition management experience was strengthened by a transition of a new logo from incumbent support to DXC in 2016, and by an exit of a previously DXC-supported account to a new service provider of the client’s choice in 2018.

2.Infrastructure Project Management on data migration (P2V, V2V, P2P, Web and Database Consolidation), server builds, upgrades both in the traditional infrastructure and in HP Cloud from 2014 to 2016.

3.SAP/Non-SAP Project Management in the retail industry, enabling efficiency and EU compliance for payment platforms in SAP and Non-SAP environments in 2019.

4.Incident, Problem and Change Management

5.ISO20000/27001 Audit and Compliance including Implementation

6.People Management

7.Customer Engagement/Management

Key Roles Performed

1.DXC Project Manager – 5 years and 8 months

2.DXC Service Desk Incident Management Lead – 5 years

3.DXC ISO 20000/27001 SPOC – 7 years

4.DXC Service Desk Quality Assurance Lead – 2 years

5.Sitel Technical Support Coach – 4 years

6.Sitel Technical Support Representative – 0.5 year

IT Certifications

1.Professional Scrum Master-I (February 2019, no expiration)

2.Project Management Professional (February 2018, expires February 28, 2021 PMI#: 2159045)

3.ITIL v3 Release, Control and Validation (April 2016, no expiration)

4.ITIL v3 Foundations (May 2012, no expiration)

Professional Work Experience as IT Project Manager in DXC Technology

1.Bella Vista SAP/Non-SAP Project Manager for Retail Payment Modules and In-Store Operations (February 2019 – December 2019)

2.Nokia Exit Transition Project Manager from DXC to Nokia’s New Service Provider (April 2018 – December 2018)

3.Nokia Technical Role Migrations Project Manager (December 2016 – April 2018)

4.[New Logo] British Petroleum Infrastructure Operations Transition Project Manager for Multiple Regions (March 2016 – November 2016)

5.Nokia Non-standard Service Requests/Small to Medium Complexity Project Manager (April 2015 – February 2016)

6.Technical Role Migrations Project Manager from the Americas Region to the Philippines (February 2015 – September 2015)

7.Alcatel-Lucent (Nokia) Data Centre T&T Jr. Project Manager (April 2014 – February 2015)

Roles and Responsibilities

Created project plans using MS Office Tools such as Project, Word, Excel and PowerPoint

Managed customer project deliveries and project teams

Managed large/moderately complex local or sub-region projects

Managed medium/high risk projects within Applications Support, Network and Infrastructure

Managed project financials including P&L and meets or exceeds approved budgets

Provided reliable financial forecasts to management

Identified and developed training opportunities on current project

Identified, monitored and facilitated closure of risks, issues and actions items within projects

Managed client relationships and frequently represented the organization to external customers/clients

Managed mid to upper level client delivery relationships

Experienced in managing internal as well as external resources with a team size of at least 30 people

Mentored and encouraged skill development of project team members

Provided performance review input and indication of area of development for team members

Previous Relevant Work Experiences

I.DXC Technology

1.Global Service Desk Incident Management Lead (December 2009 – March 2014)

Reviewed and approved Incident Management processes and knowledge articles applicable to the customer supported by the Global Service Desk

Subject matter expert for Incident Management processes applicable to troubleshooting; answered to various Incident Management questions from different centers supporting the same customer

Communicated updates and reinforced existing processes when needed to the centers on Incident Management processes and provided training when needed

2.Global Service Desk Quality Assurance Lead (February 2012 – March 2014)

Conducted joint sessions with regional leads to revise the definitions of the quality parameters, which later on were applied to weekly quality calibration meetings

Single point of contact for clarification with the Quality processes and their definitions, also with the parameter definitions

Shared the monthly Quality report to all stakeholders

3.Global Service Desk ISO20000/27001 SPOC (December 2009 – March 2014)

Shared ISO20000 related communications from top management direction up to front line employees

Maintained the tower's repository site for tracking and completion of required documents

Conducted meetings with managers and leads within scope to ensure audit readiness

Conducted IT audits based on ISO standards and assisted with closure of findings within the towers in scope

II.Sitel Philippines

1.Technical Support Team Leader (February 2005 – November 2009)

Managed the performance of a team of 15 technical support representatives for professional development

Acted as immediate point of contact for team escalations

Attended to administrative concerns including payroll

2.Technical Support Representative Team Leader (August 2004 – January 2005)

Provided Level 1 Internet and Telco support for end users with the aid of the account knowledge database

Education

BS in Accountancy

Saint Louis University

Baguio City, Philippines

March 2003

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