Global IT Leader People Service Delivery Project Support
Resume:
MICHAEL NIKKO C. ACOSTA
Global IT Leader People Management Service Delivery Project Delivery Customer Service Service Desk Infrastructure and Application Support Over 10 years of solid experience and expertise in managing 24x7 onshore and offshore IT operations in a multi-vendor environment. Proficient in restructuring, streamlining and strengthening existing processes. Always looking to implement robust and cost-effective solutions for the success of the organization. WORK EXPERIENCE
ROBINSONS RETAIL HOLDINGS INC. (9 MONTHS)
SENIOR MANAGER, IT / SUPPLY CHAIN (November 2019 – July 2020)
Reporting to: AVP, IT/Supply Chain
Direct Reports: Support Engineers, Business Analysts, Project Specialists
Task/s: Streamlined IT Support and Project Management processes. People Management. Service Delivery Management. Overall IT Project Manager for Supply Chain projects. 24x7 Application Support Operations. Evaluation and recommendation of emerging industry technologies/solutions for Auto- Replenishment, Merchandising and Warehouse Management Solutions. SoW/Contracts Review. Vendor Evaluation. Procurement Liaison. Resource and Budget Management
Project/s: WMS Implementation (Mass Merchandise, Drugstore and Supermarket formats). Disaster Recovery Systems Implementation. WMS/MMS Capability Buildup. Support/Project Process Improvements.
Technologies: JDA WMS/MMS, Infor WMS, DHL WMS, AS400, E3 Advanced Replenishment, Oracle/MS SQL, Windows, Solarwinds, SharePoint, Kanban CEVA LOGISTICS – IT SHARED SERVICES CENTER (2 YEARS AND 4 MONTHS) IT MANAGER / TECHNOLOGY LEAD (July 2017 – October 2019)
Reporting to: Director, Global Applications Support
Direct Reports: Support Analysts, Project Specialists
Task/s: Pioneered and established an in-house JDA WMS support department in the Philippines, taking over the roles and responsibilities of a third-party provider with 2 months turnaround time. People Management. Service Delivery Management. Project Management. 24x7 Application Support Operations. Enterprise Architect for JDA WMS. Technology Lead for JDA WMS applications with support analysts across 3 sites – Philippines, Singapore and Mexico. Technical and Managerial Escalation.
Project/s: Data Center Migration. Dispatcher Capability Buildup. Archiving Strategy Review and Standardization. Automated halt/start tool for multiple application servers.
Technologies: JDA WMS (Discrete/Dispatcher/Standard/Express), MOCA, Citrix, Jenkins, Oracle/MS SQL, EDI/EAI, Windows, Linux, Unix, SIOS DataKeeper, Powershell, Bash, Salesforce, Solarwinds, Centreon, OTRS, SharePoint, Wiki HEWLETT PACKARD ENTERPRISE (6 YEARS AND 4 MONTHS)
GLOBAL DELIVERY LINE MANAGER (August 2016 – July 2017)
Reporting to: Account Delivery Manager
Direct Reports: Customer Service Managers, L1/L2/L3 Support Specialists, ITIL Process Managers, Project Specialists, Product Specialists EDUCATION
DE LA SALLE UNIVERSITY
BACHELOR OF SCIENCE IN
COMPUTER ENGINEERING
May 2006 – February 2011
THERESIAN SCHOOL OF
CAVITE
HIGH SCHOOL DIPLOMA
June 2002 - April 2006
CERTIFICATIONS
SCRUM FOUNDATION
PROFESSIONAL CERTIFICATE
(2020)
ORGANIZATION OF CERTIFIED
RISK MANAGERS AFFILIATE
(2020)
PROJECT MANAGEMENT
ESSENTIALS CERTIFIED (2020)
LEAN SIX SIGMA WHITE BELT
CERTIFIED (2020)
INCIDENT MANAGEMENT
SYSTEMS (2017)
HPE SPARTAN WHITE BELT
(2016)
ORACLE PL/SQL DEVELOPER
CERTIFIED ASSOCIATE (2015)
INTRODUCTION TO ORACLE 9i
(2013)
ITIL V3 FOUNDATIONS (2012)
CONTACT DETAILS
**************@*****.***
Malate, Manila PH
Task/s: Hewlett Packard Enterprise Finest Awardee. Service Level Management for the most aggressive SLA in the account – over 500 Warehouse Management application servers in a multi-vendor environment with 24x7, 1-hour SLA operations. Owner of contractual measures – SLA, CBP, SOBR, SI / SSI, JBP, Quickbase, Service Catalogue, Stop gap plans. Owner of ITSM, ISO20001
(internal/external) and CSA audits. Customer Service Management. Escalation Management. Governance for Availability (99.97%), Incident (95%), Problem, Change (95% success rate), Continual Service Improvement, Service Continuity, Business Relationship (4.1 CSAT Score), Release, Configuration, Information Security, Resource and Capacity, Supplier and Version Management processes.
Project/s: Service Catalogue for new offerings. Service Intervention which addressed System Landscape Configuration, Incident Analysis Completion (100%), Service Transition Process Improvements, Growth Areas (additional roles), Database Performance Enhancement (100%), Proactive Monitoring Tool Deployment (100%), Rollout/Hotfix Compliance (80%), Resource Capability Building (100%) and SI reduction (85%). ISO20001 Audit Re-certification.
Technologies: JDA WMS (Discrete/RedPrairie RTCIS), Oracle SQL, RMAN, SAP, TIBCO, Linux, Unix, Windows, Server-Based Replication, Bash, Salesforce, Solarwinds, ServiceNow, HP Service Manager, SharePoint, Wiki LEAD, PROJECT / SERVICE MANAGEMENT (October 2014 – July 2016)
Reporting to: Global Program Manager
Direct Reports: Project Support Specialists
Task/s: Pioneered and established a team of project specialists which provides implementation and hypercare support to clients in different regions. Project Management. Project Roadmap. SoW/Contracts Review. Resource Management.
Project/s: JDA WMS Implementation (15 sites). JDA WMS Upgrade (3 sites). Service Acceptance Criteria Process and Template.
Technologies: JDA WMS (Discrete/RedPrairie RTCIS), Oracle SQL, RMAN, SAP, TIBCO, Linux, Unix, Windows, Server-Based Replication, Bash, Salesforce, Solarwinds, ServiceNow, HP Service Manager, SharePoint, Wiki, Kanban TECHNOLOGY CONSULTANT (April 2011 – September 2014)
Reporting to: Global Delivery Line Manager
Task/s:
o Delivery Excellence Program Lead: Quality Management by ensuring consistency in Global standards implementation across all accounts. Owner of activities and plans involving global metrics, process standardization (EDGE), best practices sharing and engagement reviews/dashboard (i.e. EHI, FTE, CSATs, ASATS).
o Information Security Manager: Overall security and risk owner for the Service Line. Accountable for access/rights of more than 250,000 application users globally. Ensured confidentiality, integrity and availability of information for both internal and external shareholders.
o Service Transition Manager: FTE allocation and forecast. Reviewed and approved projects to be handed over to Production Support team o L2/L3 Support Specialist: End-to-end 24x7 technical support through Problem, Change, Incident and Release Management.
Project/s: Operations Excellence Initiative. Global Implementation of E-trust Access Control technology. ISO27001 Audit Re-certification.
Technologies: JDA WMS (Discrete/RedPrairie RTCIS), Oracle SQL, RMAN, SAP, TIBCO, Linux, Unix, Windows, Server-Based Replication, Bash, SharePoint, Kanban SKILLS
IT SERVICE MANAGEMENT
SERVICE DELIVERY
MANAGEMENT
PROJECT MANAGEMENT
PEOPLE MANAGEMENT
SERVICE DESK
OPERATIONS
CUSTOMER SERVICE
APPLICATION SUPPORT
SERVICE LEVEL
MANAGEMENT
PROFIT AND LOSS
SUPPLY CHAIN
MANAGEMENT
CONTINUAL SERVICE
IMPROVEMENT
INFORMATION SECURITY AND
RISK MANAGEMENT
IT AUDIT (ISO20000,
ISO27001, BS2599, CSA)
SERVICE TRANSITION
QUALITY ASSURANCE
BUSINESS CONTINUITY
DATABASE ADMINISTRATION
(ORACLE, PL/SQL, MSSQL)
ENTERPRISE SERVERS (LINUX,
UNIX, WINDOWS)
WAREHOUSE MANAGEMENT
SYSTEMS (JDA, INFOR, DHL)
CLOUD SYSTEMS (OCI, AZURE)
SHELL SCRIPTING
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