Manager, SAP, ITSM, Service Delivery, Operations Manager
Resume:
RAPHAEL M. SANCHEZ
City Add: ****-F Aranda St., Brgy. Tejeros, Makati City
Provincial Add: 15 Los Remedios St., Poblacion 2, Bauan City, Batangas
Mobile: +639**-***-****
Email: ******************@*****.*** ; ******************@*****.***
PROFESSIONAL PROFILE
-12 year’s experience in Application Management Support involving standard and customizing SAP MM, SAP MM-IM, Procurement, SAP MM-WM and SAP MM-SD.
-Manage and supervise multiple SAP Wave Releases and SAP Project Implementations
-Manage and supervise team working across Asia Region (Manila, Japan and China, Thailand) and EuMEA Region (UK, Spain, Egypt, Germany) and North America Region.
-Knowledgeable with IT Service Management and Service Management Processes
-ITIL V3 Foundation Certified - 2013
-Technical Row Lead and Subject Matter Expert for the following SAP Modules (SAP MM, SAP TMS, SAP OBLB, SAP PP-QM, SAP PTP)
WORK-RELATED EXPERIENCE
Application Development Associate Manager – (June 2018 – present)
Accenture Inc
- Performs operations and project management and ensured team goals are met.
- Accountable for managing and reporting and reporting key performance and Service Management metrics.
- Acted as the over-all escalation point ensuring client escalations are managed and addressed.
- Ensure that team deliverables adhere to process, submitted on time and with quality.
- Focused on resource management and talent/employee development.
- Leads and works closely with Project Managers, Business Analysts, Developers, Solutions Architect, who are pursuing business and performance improvements initiatives and projects which will impact supported services.
- Works as L3 for SAP SD, MM and PTP module by handling incidents and requests.
SAP Support L2 Team Leader – (January 2016 – May 2018)
DXC Technology (Hewlett Packard Enterprise)
- Conducts regular trainings and knowledge sharing to the team.
- Foster team motivation by utilizing the peer to peer recognition program.
- Manage and address escalations between vendor and client.
- Conduct monthly meeting with client to discuss Service Improvement Plans and manage escalations.
- Generates and prepares monthly status reports to be delivered to Service Operation Manager on client side.
SAP L2 Technical Row Lead and Subject Matter Expert
Materials Management and Warehousing Management – (January 2015 – May 2018)
Transportation Management System – (January 2014 – May 2018)
Order Builder and Load Builder – (July 2013 – May 2018)
DXC Technology (Hewlett Packard Enterprise)
- Supervise all Material Management Warehousing SAP Operations for Asia Regions.
- Supervise all Transportation Management System SAP Operations for Asia Regions.
- Supervise all Order Builder and Load Builder SAP Operations for Asia Regions.
- Conduct Delivery Performance meetings every month to clients and stakeholders.
- Creates, analyze and provides weekly scorecard to client as inputs for process improvements.
- Function as Technical Escalation Manager responsible for ensuring Service Level Agreement and Critical Business Procedure adherence.
- Prepares and conduct trainings for new hires about Business Processes.
SAP L2 Support IT Helpdesk – Team Leader (January 2011 up to June 2013)
Hewlett Packard
- Provide users’ support in SAP related issues focusing on R/3 Planning, Inventory Management, Warehouse Management, Purchasing Sales and Distribution Module.
- Perform daily routine operational jobs / duties and assist in manning the IT helpdesk.
- Coordinates with other team for needed training for specific module.
- Prepares and conduct trainings for new hires.
SAP Support IT Helpdesk – Assistant Team Leader (October 2009 to December 2010)
Hewlett Packard
-Helps team leader gather data for the daily and monthly reports.
-Mass email composition and deployment for new processes, downtime notification, performance issue, etc.
-Attends trainings on behalf of the team and echo train subsequently.
SAP Support IT Helpdesk – Level 1 (November 2008 to September 2009)
Hewlett Packard
- Receive calls and emails from users having issue with SAP R/3.
- Gathers sufficient information, analyze issue background and business impact and log them using Service Desk for tracking and documentation.
- Provide initial investigation and troubleshoot issues prior to assigning to Level 2 Support Team.
Technical Support Subject Matter Expert (Level 2) – (August 2007 to October 2008)
Teleperformance Philippines
-Handles escalation calls.
-Manages the production floor.
-Lead team huddles and provide product updates.
Technical Support Representative – (May 2007 to October 2008)
Teleperformance Philippines
-Handles inbound/outbound calls.
-Responds and resolves customer’s concern using product tool.
-Build customer confidence with the brand and promotes opportunities for additional products and services.
TECHNICAL SKILLS
Proficient in SAP R/3 System (SAP PTP, SAP MM, SAP MM-IM, Procurement, SAP MM-WM and SAP MM-SD, SAP EWM, SAP SD, SAP PI), Service Manager Application, Service Now Application (SNow), Incident Management, Change Management, Waterfall and Agile Project Management, Microsoft Office (Word, Excel, and PowerPoint),
EDUCATION
Mapua Institute of Technology
B.S. Civil Engineering (October 2005)
CHARACTER REFERENCES
Nancy Guiang
Application Development
Associate Manager
Accenture Inc
Claire Umali
Application Development
Associate Manager
Accenture Inc
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