Manager Service

JASPER JEROME DM. AQUINO

+639*********/adfg6o@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/jasper-jerome-aquino-56a7aa88 PROFESSIONAL SUMMARY

** ***** ** *** ** industry and 3 years in the BPO industry. ITIL v3 certified and is passionate in teaching IT methodologies such as Project Management and Service Management. Knowledgeable in SAP FICO (Financial and Controlling) as Consultant and Project Manager. PROFESSIONAL EXPERIENCE

DXC Technology

February 2018 -

January 2020

January 2018 -

January 2020

January 2015 -

January 2020

Program Manager

Planning and designing the program and proactively monitoring its progress, resolving issues and initiating appropriate corrective action

Defining the program's governance arrangements

Ensuring effective quality assurance and the overall integrity of the program - focusing inwardly on the internal consistency of the program, and outwardly on its coherence with infrastructure planning, interfaces with other programs and corporate, technical and specialist standards

Responsible for all project planning and control as well as progress reporting to the client and key stakeholders

Risk and issue management as well as effective budget management

Oversee and drive change management and be a custodian of continuous improvement regarding program and project delivery

To identify and have a good working relationship with the client and key stakeholders as well as business users involved in the various related SAP focused programs and projects

Portfolio Manager

Manages the demand and financials of the service portfolio

Aligns programs, projects, and operations to strategic objective

Decides on a strategy to serve customers in cooperation with the client

Reviews performance with client and drives the process improvement

Keeps the portfolio updated and provides solution to services when necessary

Creates Statement of Work (SoW) and coordinates with the managers for the assigned resources per sub-module and hands over to project manager for kick-off

Project Manager

Manages all activities related to SAP FICO implementation projects

Manages team of consultants in order to deliver final solution to customer based on contract conditions

Ensures that all project goals are accomplished according to specifications and business objectives

Manages client relationships

Reports to the client, the board, and key stakeholders

Provides input to strategic decisions that affect the functional area of June 2017 –

December 2017

April 2016 – January

2020

January 2015 –

January 2020

responsibility

Customizes the report to reflect current status and plans to go back to green if needed

Updates PMO and provides necessary documents to ensure the quality of the project

Capable of resolving escalated issues arising from operations or within project team and requiring coordination with other teams

Supervising and mentoring junior consultants in the project and managing internal conflicts

Ensures the timely delivery of the project and highlights to the board if there are major risks or any help needed (e.g. cost or scope adjustment) Multi-Service Expert

First point of escalation for FICO issues

Ensures proper coordination with business contact and completion of requirement before project kick-off

Leads the matching and mapping sessions, FICO process improvement, and escalation calls

Ensures handover of projects files by functional consultants are complete before Early Life Support (ELS)

SAP FICO Project Technical Lead

Handles FICO sub-modules including Treasury and Banking, Accounts Receivable, and Accounts Payable

Spearheads the strategy and delivery of the technical aspect of project including code development, configuration, and unit testing

Works with the project manager and business analysts to translate business requirement to developers and functional consultants

Reports to project manager and ensures risks are highlighted, helps with mitigation and resolution on the technical side

Manages escalation from ABAP developers and functional consultants SAP FICO Functional Consultant/Business Analyst

Handles Controlling Profitability Analysis (COPA), General Ledger, Cost Accounting, Profit Center Accounting, and Fixed Asset Accounting (FAA) sub-modules

Knowledgeable on the business process of a retail and consumer company’s SAP Financial and Control

Communicates with the business during project phase for SAP component requirements, validation set-up, and month-end reports

Able to manage time well with assigned multiple projects of different phases at a given time

Technologies and skills include SAP, basic Accounting, and project management

March 2012 –

January 2015

Service Level Manager

Customer-facing role which provides Service Level management support with touch points to Service Transition and Change Management

Develops good customer relationship with clients and discusses Service Levels on an agreed frequency

Leads monthly team performance reporting and coordinates with Level 2 and Level 3 from Operations Support for any help needed or gap in the contract

Initiates improvement in the service (continual service improvement)

Skills and technologies include proficiency in MS Excel and other business analytical tools, communication, customer relations, reporting, coordination, continual service improvement, service management, and project management

January 2010 –

March 2012

Application Specialist – Level 2

Provides technical Operations support with basic to intermediate knowledge on JAVA, .NET, on either Windows or UNIX OS

Resolves incident per service level agreement and manages time very well with the volume of tickets per month

Processes include Incident Management, Problem Management, troubleshooting and other technical skills

People Support

July 2008 – January

2010

Real Time Analyst

Provides real-time support to Operations Supervisors and Managers in terms of scheduling and availability requests or reports

Manages availability and capacity on a day-to-day basis

Skills and technologies include MS Excel and Scheduling March 2008 – July

2008

Technical Support Representative

Provides tier 2 web hosting support for Webhosting/Domain Name provider

Knowledgeable on hosting server configuration

Resolves issues escalated by customer service representative

Skills and technologies include Windows and UNIX OS, Siebel, Communication, and Sales

April 2017 – March

2008

Customer Support Representative

Provides Tier 1 support for domain name and webhosting customers

Able to resolve issues quickly and document the call properly CERTIFICATIONS AND TRAININGS

ITIL V3 Foundation Certified

Project Management Framework

UNIX Training

Soft skills: Leadership Trainings, Effective Email Writing, Practice Presentation Workshop PROFESSIONAL AFFILIATIONS

HP Electives Lead

FICO Learning and Development Lead

Service Management Instructor

Knowledge Management Owner, Rewards and Recognition Owner, and Sharepoint Owner

Career Mentoring Project Manager

TECHNICAL PROFICIENCIES

SAP modules: FI, CO, SD, MM

Programming languages: C, C++, Java, VB 6.0, HTML, .Net, ABAP

Methodologies: ITIL v3, Project Management

Platforms: Windows XP/98/95,2000, NT, UNIX

Concepts: Networking, Operating Systems

EDUCATIONAL BACKGROUND

B.S. Information Management – University of Santo Tomas (2009)

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