IT Service Manager

D O M I N A D O R S A L U S T I A N O, J R.

WORK EXPERIENCE

Oct 2013 – Apr 2019 Citibank NA Philippines Citi Plaza, 34th St., Bonifacio Global City,

City of Taguig, Philippines

Philippine Site Manager (VP) – Change Management/ITSA (IT Service Assurance)

Coordinate and conduct Regional & Asia Pacific Processing Centre Weekly Change Advisory Board meetings

Ensure compliance to the Citigroup Information Technology Management Policies, Standards and Procedures

Communicate and enforce compliance to the Change Management policies, standards, procedures to users

Ensure timely transmission of auditable document to Compliance or Quality Control Office for all reviews

Maintain acceptable audit ratings for all areas of Change Management responsibilities

Collate and analyze change statistics and metrics, facilitate to the Change Control Manager the details for resource planning and opportunity for process improvement

Maintain currency in the technical and functional knowledge of the Change Management Processes and Tools

Member of IT Service Assurance Governance Committee working closely with Incident and Problem Management to review Changes that causes an Incident and to prevent it from happening again

Manages Change officers processing all change records: extract, review and lock change records; reject and raise Issue record to the requestor, if records does not have complete information according to the requirement of the change management standards and procedures

Control and analyses change scheduling to be within the green zone or low peak period of the business operations as agreed and approved by the business and/or CTI management, to ensure optimum system availability and reliability

Perform 1st level analysis of change deviation requests, i.e., Priority 2 Business Critical (Unscheduled) change requests and freeze period change requests

Follow-up on Priority 1 Break Fix (EMER) records regularization and closure

Ensure daily and weekly Forward Schedule of Changes (change calendars) are promptly prepared and distributed

Preparation of Team roster to ensure there is enough support to cover for the Team’s basic function and major/minor Project.

Performing employee assessment and providing ratings for ITSA Officers

Ensure employees are having high morale and organize Team building activities

Apr 2010 – Sep 2013 Citibank NA Philippines Citibank Tower Valero St., City of

Makati, Philippines

APAC Team Manager – Deployment Management/Team Manager of Philippines ITSA (IT Service Assurance)

Managing the APAC Deployment Management Team with Team members based in Singapore and Philippines.

Overseeing the Service Level Management Team members based in the Philippines

Subject Matter Expert for PVCS Dimension Tool

Provide training to Developers, System support and Deployment Officers on the usage of the Deployment Management tool - PVCS Dimensions

Attending Kick Off Meetings for both major and minor projects that will require deployment activities to ensure proper support will be provided

Performing employee assessment and providing ratings for ITSA Officers

Mar 2009 – Apr 2010 Citibank NA Philippines Citibank Tower Valero St., City of

Makati, Philippines

Philippine Team Manager – Philippine Change and Release Management/Oversight Manager of Philippines ITSM (IT Service Management)

Managing the Philippine Change and Release Management Team with 3 Change Officers and 9 Release Officers.

Establish, communicate, monitor and enforce policies and standards regarding change services, scheduling, security, etc.

Provide Administration support for Release and Change Management tool, PVCS Dimensions and RFC (Request for Change).

Provide training to Developers, System support and Release Librarians on the usage of the Release and Change Management tool, PVCS Dimensions and RFC.

To ensure that the Team is providing effective support on major projects in UAT and PRODUCTION environment on the following platforms (unix, mainframe, stratus, vms, wintel, windows and linux).

Weekly report generation for all UAT and Production activities that have been performed by Region and Philippine Release Management Team.

Preparation of Change and Release team’s roster

Oversight Manager of ITSM Units in Philippines

Performing employee assessment and providing ratings for ITSM Officers

Reviewing and approving requests raised by ITSM personnel (ID access, purchase request, leaves, allowance claims, etc.)

Jan 03, 2007 – Mar 2009 Citibank NA Philippines Citibank Tower Valero St., City of

Makati, Philippines

Philippine Team Lead – Release Management

Managing the Philippine Release Management Team.

Establish, communicate, monitor and enforce policies and standards regarding change services, scheduling, security, etc.

Provide Administration support for Release and Change Management tool, PVCS Dimensions and RFC (Request for Change).

Provide training to Developers, System support and Release Librarians on the usage of the Release and Change Management tool, PVCS Dimensions and RFC.

To ensure that the Team is providing effective support on major projects in UAT and PRODUCTION environment on the following platforms (unix, mainframe, stratus, vms, wintel, windows and linux).

Weekly report generation for all UAT and Production activities that have been performed by Region and Philippine Release Management Team.

Preparation of Release Management team’s roster

Performing employee assessment and providing ratings Philippine Release Management Officers

Performing Administrative function for Philippine Release Management Team

Mar 16, 2006 – Jan 02, 2007 Tangspac Consulting Pte Ltd 61 Robinson Road, 11-02 Robinson

Centre Singapore 068893

Problem and Change Coordinator (Outsourced to Singapore General Hospital)

Review and processing of all Change Requests for approvals.

Checking of all Change requests if proper lead times are being followed for Category 1, 2, 3 and Emergency changes.

Checking of all Change requests if details are complete: activity to be done, change justification and fallback plan.

Coordinating with System Engineers if Server and Network Problems occur.

Coordinating with System Analyst and System Engineers if there is a major downtime due to Projects

or activities.

Preparing and sending Broadcast messages to end users for downtimes that will affect their system.

Writing Minutes of Meeting during Weekly Production Meeting.

Gathering of weekly Problems and Change Requests to be discussed on the Weekly Production Meeting.

Preparing the Monthly Report for the System Availability of Servers.

Jan. 05, 2005 – Mar 14, 2006 A-IT Outsourcing Pte Ltd 10 Anson Rd., #28-13 International Plaza

Singapore 079903

Computer Operator (Outsourced to Citigroup Singapore)

Monitoring of Applications Batch jobs through Tivoli Work Scheduler (TWS).

Resolve user problems through tickets, input actions done, resolution and closure of ticket.

Provide support during Project major implementation or major releases by ensuring critical jobs are being closely monitored.

Recycling of back up tapes for Data center operations.

May 11, 2004 – Dec. 31, 2004 A-IT Outsourcing Pte Ltd 10 Anson Rd., #28-13 International Plaza

Singapore 079903

Change Librarian (Outsourced to Citigroup Singapore)

Develop, communicate and undertake revision of Change procedures, methods, and standards in APPC.

Establish, communicate, monitor and enforce policies and standards regarding change services, scheduling, security, etc.

Provide technical assistance to Developers and System programmers on Change related process and the usage of the Change Management tool.

Provide Administration support for Change Management tool, PVCS Dimensions and Infoman.

Provide training to Developers, System support and Change Officers on the usage of the Change Management tool, PVCS Dimensions and Infoman.

To provide effective support on major projects in UAT and PRODUCTION.

Deployment of source program files in UAT and Production using Dimension Software.

Compilation of Java and SQL scripts for UAT and Production cutovers.

Documentation of deployments done using CMRD Software.

Coordinating with Application Programmers if there are issues or problem with their source program files for deployment.

Handling calls and Emails for cutover requests and scheduling.

Checking of cutovers (scheduled or unscheduled) using the Infoman Software.

Nov. 2000-May 2003 Singapore Computer Systems 7 Bedok South Road, Singapore

Data Center Outsourcing

Rollout Support/Desktop Support (Based at Procter and Gamble Singapore)

From March 3, 2003 to May 22, 2003

Pre-migration checking of desktops and laptops if they are compatible for XP.

Migration of desktops and laptops from Windows98 to XP.

Troubleshooting for software and hardware problems.

Systems Administrator/Helpdesk Specialist (Based at Compaq-HP Computer Corp. Singapore)

From Nov. 23, 2000 – Feb. 28, 2003

Monitoring of Servers and Network links within the Asia Pacific Region.

Uses the Spectrum network-monitoring tool to monitor all networking components for both planned & exceptional events/alarms/alerts & errors.

Proper Escalation and creation of problem ticket for the servers and network links that are having problems and assigning it to the 2nd level analysts’ who will look into it.

Performing Helpdesk duties and responsibilities (trouble shooting for desktop related problems, gathering data for problems reported relating to servers and network links, performing NT account administration, others).

Attending to all incoming calls and emails that may come from users, Level 1/Level 2/Level 3 technical support personnel, service providers, external vendors & their technical support groups, APD IM (Information Management), etc.

Creating COPS / QUEST tickets for all problem calls coming through all possible medium (phone, alarm from monitoring tool, email, voice mail)

Resetting password for log-on IDs for NT and Exchange Account.

Coordinating and following-up on S1 / S2 (Severity 1 / Severity 2) problem notification and escalation.

Clearing voice mailbox and replying emails.

Changing of daily, weekly and monthly back-up production tapes.

Generate reports for all the server and network link problems that have happened during shift duty.

Generate reports for all the production back-up status.

Administer VAX system security

Password administration

Intrusion detection

Monitor VAX 7 (seven) critical job and system connection readiness

Maintain system failure & outage report for VAX system

1997- Nov. 2000 Bank of the Philippine Islands 4th/F Paseo 8753 Paseo de Roxas

Computer System Corporation Makati City, Philippines

Data Processing Operation

Associate Information Technical Specialist/

Production Controller

Resolve production-processing problems for batch run and online services (disc allocation, device assignment, job streams, and run schedules), implement solution.

Handling of Acceptance testing before turning over to Production.

Handling of daily, weekly and monthly turnover to production (jcl, proc, sort, idcams & recovery procedures).

Assist system/programming staff, respond to user, request monitor/control data storage and space utilization, coordinate with other shift and maintain documentation.

Responsible for optimal utilization of DASD (Direct Access Storage Device). Duties involved analysis and program coding for the implementation of DASD procedures.

Responsible for efficient DASD allocation and deletion of unnecessary and overstaying datasets and monitoring of datasets growth

Provides resolution and support to programmers/users encountering problems on JCL and DASD.

Preparation of Monthly Production Report for JCL and DASD.

1996- 1997 Citytrust Banking Corporation Pasig City, Philippines

Data Center

Output Clerk

Responsible for dispatching of monthly, weekly and daily reports for the users (branches and other departments)

Responsible for the microfilming of all reports for the back up reference

1994- 1996 Sound Publishing Corporation Makati City, Philippines

Marketing Department

Dealer Coordinator

Monitoring of sales and stocks for provincial dealers

Regular visit to the provincial dealers

CERTIFICATION

ITIL Ver. 3 Foundation Program (with Certification) May 25 – 27, 2011

Citibank Philippines

EDUCATION

1987 - 1992 College Education

Colegio de San Juan de Letran

City of Manila, Philippines

Bachelor of Science in Commerce Major in Management

1983 - 1987 Secondary Education

Canossa School

City of Sta. Rosa Laguna, Philippines

1976 - 1983 Primary Education

Canossa School

City of Sta. Rosa Laguna, Philippines

CONTACT NO. - +63-917*******

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