ROLAND DENNIS CIMAFRANCA

Unit ***B, Solano Hills, Villonco Road. Sucat Muntinlupa City

+63-917*******, adisox@r.postjobfree.com

OVERVIEW

A highly motivated professional with a verifiable record of accomplishment spanning a decade.

● Project Management

● Staff Training and

development

● Customer service

● Adult Learning

● Service Delivery

● Effective Coaching

● High Level Communication

● ITIL Experience

● Helpdesk Operations

● Business Analysis

● Effective Documentation of Performance

PROFESSIONAL EXPERIENCE

Transition Lead / Trainer March 2019 – November 2019 Capgemini Philippines

Managed and delivered learning modules and assessments to a total of 450 resources in Trichy India.

● Handled and completed 4 waves of 40 foreign nationals

● Was the only Complex trainer out of 10 resources

● Performed Quality Checking for MT Assessments and Live production

● Performed SME task for 2nd level Measuring Tech queries

● Performed Team Leader role for Coaching, Bottom quartile management, and continuous learning initiatives

● Created reports for management use and updated on training development Lead Trainer July 2018 – January 15, 2019

HCL Philippines – Google Account, Google Cloud Platform support Employee development, coaching, new hire training, TNI & TNA, training delivery, & content development.

● GCP with focus on Compute Engine, VPC Networks, LB configuration and StackDriver logging.

● Effectively revamped 2-year new hire training program to reflect actual operations feedback.

● Performed Quality Reviews with cases and translated findings to coaching and training synergy content

● Convene and deliver training events in a variety of technical subjects as appropriate

● Passed Nesting case handling with 100% quality

Owner June 2017 – May 2018

DRI Food and Merchandise

Manages, Delivers, Perform Accounting and overall operations. Stopped operations May 2018

Team Leader – Portfolio Services Process Coordinator April 2016 – December 2017 FactSet Philippines Inc.

Oversee Daily Manila Operations, Project Management, and handle Escalations. SPOC for operations of Manila. Handled 18 Helpdesk/Process Support Agents and 3 Remote ones in India, 1 TL and 1 Assoc. TL

● Build Manila team from 2 headcounts to 19. Started initial 4 headcounts for Hyderabad team

● Successfully handled overall KT from North America team to Manila and Hyderabad from start till go-live through Classroom training, 1 on 1 trainings, and Remote trainings.

● Managed and delivered creation of a 24/7 operations team in less than 8 months

● Effectively provided Coaching and Performance Management for direct reports, and 1 Associate TL

● Delivered creation of KPI Scorecard and successfully implemented Quality Check process for both Manila and Hyderabad Operations

● Handled Customer escalations for both Manila and Hyderabad, ensuring SLA for escalations are met.

● Championed continuous improvement of processes that were adopted from the Northern America team to Manila team

● Effectively identified gaps in knowledge by analysis of tickets on a monthly basis, therefore delivering additional product/process training to improve Productivity and/or Quality

● Successfully formed strong relationship with all SME’s from remote teams, and other cross functional teams

● Received a performance rating of 2 (highest is 1) for all performance appraisal cycles while in the role. IT Trainer & Implementations November 2014 – March 2016 Book4Time Inc.

Prepares, reviews, and executes software usage and set up training programs for clients.

● Managed Implementation from start to deployment of project

● Implemented and trained deployments from Dubai, Qatar, Turkey, and Korea

● Provides onsite and online Software usage training for clients that are based outside of the Philippines. IT Trainer & Business Analyst August 2012 – November 2014 Bloomberry Resorts & Hotles Inc. (Solaire Resorts & Casino) Performed Business Analysis based on different business applications across all departments, Payroll, Gaming Scheduling, Finance, Cashiering and IT. Prepares, reviews, and executes training programs for several Business applications. Handled overall training for all Business applications across non-gaming & non-hotel employees.

● Sole IT Trainer, handled over 1000 employees, handled Business Analysis and requirement gathering for Workforce Management solution/Time Management Solution

● Overall evaluation rating of 4.25 (5.0 is the highest)

● Became Application Subject Matter Expert and Admin for Mizzisoft, a workforce management software

Service Delivery Manager June 2009 – May 2012

Iplus Infocom Tetchnologies

Served as the Single Point of Contact for customer projects and takes lead in daily project operations. Plan, coordinate and oversee execution of activities, process improvements, and key project deliverables. Managed 6 projects Helpdesk/Service Desk Projects across Metro Manila as a shared Service Delivery Manager, minimizing operation expenses of SDM group.

● Consistently exceeded Service Level Agreements with customer projects, achieving a monthly average of 97% SLA for J&J project for 2010, monthly average of 95% SLA for Star Cruises project for 2010 and passing customer service quality score in all months of operations for IT Shangri-La project.

● Established key process improvements across 3 projects. Improved record keeping on sanctions and memos on employees, report monitoring, and employee performance monitoring.

● Performed skills analysis across all 35 direct reports that contributing to increase in SLA achievement and training modules that targeted skills improvement. Pre-implementations Analyst March 2009 – June 2009 iPlus Intelligent Network Inc.

Performed initial project requirement scoping for IT projects. Performed expectations setting for client requirements vs available project resources. Coordinated with account managers for project proposals.

● Scoped 2 technical projects that were successfully implemented.

● Standardized procedures and documentation across several projects, creating a best practice guide for new project implementations.

Partner Technology Specialist – Microsoft Philippines April 2007 – February 2009 iPlus Intelligent Network Inc.

Performed technical pre-sales support and sales pipeline management for Microsoft OEM partners. Assisted partners with account planning, campaign development and technical product evangelism for small to medium businesses. Performed Project Management and People Management for virtual project teams and partners.

● Assumed technical lead role for Services Selling Program in the Philippines. Program contributed to increased run-rate of licenses sold, 113% increase for client, 71% increase for Office, and 1030% increase for Small Business Servers for OEM group sales.

● Covered 6 key OEM partner accounts across the country. 3 Manila partners, 2 Cebu partners, and 1 Davao partner

● Assumed Technical Lead for Feet on the Street and Project Marathon project for OEM group. Project contributed to increase sales of Client and Office OEM licenses.

● Conducted technical product training, effective presentations skills training and sales training for virtual project teams and partners across multiple projects being handled. Technology Evangelist – Microsoft Philippines January 2006 – March 2007 iPlus Intelligent Network Inc.

Conducts product training/seminars to mid-market and upper mid-market partners and customers. Provided support activities for IT Pro Audience Manager related to technical marketing activities across the IT Pro community.

● Grew the number of members for msforums.ph from 15k to 30k in just 6 months

● Started student TechNet events, assuming trainer/speaker role. Expanding reach of product evangelism and adaptation to the academe.

● Provided consultant and trainer role with creation of courseware for DTI Business Technology Center in

“Computer Basics and Windows XP training.” Creating opportunities for business startups to utilize products in their businesses.

EDUCATION

BSBA Major in Computer Management 2005

Colegio de San Juan de Letran, Intramuros Manila

SPECIAL INTERESTS

Growing people. Dragonboat Paddling, Swimming, Running, Hiking, Trekking, and other endurance and stamina building sports. Raising my son to be a great, fully functioning adult. AFFILIATIONS

505th Search and Rescue Auxiliary Group Inc. May 2011- 2015

-Member

ToastMasters International Member

Previous memberships:

FactSet Toastmasters club – Past Club President

Diamond Toastmasters club – Past Club President

Philippine Canoe Kayak Federation - PYROS Dragon Boat Team February 2013 - 2016 REFERENCES

Promptly furnished upon request.

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