Incident Manager Management Coordinator

MICO B. LEUTERIO

Valle Verde *

Valle Verde Homes 1124

Ugong Pasig City

63.917.102.8011

**********.********@*****.***

Professional Summary

Governance Executive Service Delivery Manager Software Development Manager Account Manager IT Service Manager Business Development Manager A logical, versatile, and ambitious leader with a dynamic understanding of business functions including latest technologies, customer service, service delivery, logistics, contracts, finance, legal, information technology, and business development. A leader with indelible reputation for delivering inventive business strategies and client focused solutions that improves margins.

Instrumental in winning key customer deals whilst strategically growing businesses in line with company road map, staffing, resource availability, and leveraging competitive advantage. Leader who brings transformative change and establishes organizational vision to adapt to everchanging business environments.

Influences direction of innovation and transformation of organizations and provides inspiring leadership to employees and staff.

Handle C-level communication, clear and concise, leading customer meetings Summary of Qualifications

13 years of experience, 10 years in IT.

People Manager IT Service Delivery and Project Leader

Experienced in IT Desktop & Workplace Management, ITIL, Project Management and IT Service Management

Voice-Support (Helpdesk / Service Desk), Application Development / Maintenance, Data Center and Back- Office Support

Certifications

ITIL V3 - Foundation IT Service Management Skillsoft

Project Management - Project Management Lite Hewlett Packard Enterprise

ITIL 2011 - ITIL® 2011 Edition Overview: Introduction to the ITIL Framework Skillsoft

Six Sigma Motivation and Communication in Six Sigma Teams Skillsoft

Professional Performance Program - Performance Coaching Program Lexmark-Sitel

Trainer Certification - Basic Training for Trainers Sitel Skills

Education

2004 - 2008: Bachelor of Science in Nursing Jose Rizal University

Incident Management

Problem Management

Change Management

Knowledge Management

Project Management

Business Development

Accounts Management

Performance Management

Data Center Management

Managed Services

P & L Management

Contract Management

Solution Selling

Solution Architecture

Communication

Performance Improvement

People Management

Service Improvement

Team Performance

Risk Management Plans

Business Acumen

Professional Performance Program

Current Role

AMDOCS Philippines Incorporated

January 2019 – Present: Manager

Service Delivery Software Development

IT Service Delivery

• Maintain daily linkage with the key business users to remain in the loop on day-to-day operations issues and status.

• Implement and drive improvement measures in the support model.

• Shield the business from the complexities of other IT groups by being the Single Point of Contact of business operations for major infrastructure concerns.

• Regularly check for new issues/incidents raised by key business users and ensure that these are properly recorded.

• Analyze, track, and monitors all escalated issues.

• Act as resolution owner of issues until they are resolved.

• Escalate unresolved issues to other pre-identified support groups.

• Analyze impact, risks, and effort needed to implement a change request

• Participate in the change review meetings.

• Carry out approved changes to the system.

Project Management

• Contribute to the successful delivery of assigned projects adhering to methodology, meeting scope on time, within budget, and quality

• Provide quality and control assurance on customer engagements and assist in the financial and resource allocation tracking of assigned projects

• Assist in engaging project key stakeholders/sponsors on requirements clarification and prioritization

• Onboard project team, assist in defining team interactions/structure, facilitate meetings with stakeholders, and set-up project controls in accordance with the project’s approved statement of work

• Leverage on Project Management Office’s in creating comprehensive project work plans and project documents, ensuring it is up to date, communicated in a timely manner

• Manage project’s Risks, Assumptions, Issues, and Dependencies (RAID), and assist in producing contingency plans and executing mitigation strategies

• Execute change control processes as necessary, facilitate communication, capture change request details, and secure approval from project’s change control board

• Produce and communicate project delivery status reports in a timely manner and conduct follow-up meetings where required with customers

• Foster positive relationships with stakeholders and become a trusted partner of customers People and Performance Management

• Attend Monthly Service Delivery Review Meeting each of the assigned customers.

• Keep track and ensure the performance of the operations are delivered within the Key Performance Indicator.

• Conduct Monthly and Quarterly Business Review with the Operations Team and check the progress, performance and opportunities in the operations.

• Develop strategies and implement best practices to address challenges within the organization.

• Performs IT analytics and reports IT performance with the account management through regular meetings.

• Lead Team Members to encourage maximum performance and dedication. Profit & Loss

• Participate in Expansion Activities (Investments, Acquisitions, Corporate alliances etc.)

• Working together with key participants to compile the budget.

• Controlling company costs and introducing tactical initiatives to address losses.

• P&L Management – prepares annual, and quarterly revenue and cost estimates, monitors and controls P&L items regularly

• Monitoring invoices, money handling procedures, accounting, and bank processes. Account Management

• Builds key customer relationships, identifies business opportunities, negotiates, and closes business deals and maintains extensive knowledge of current market conditions.

• Serve as the lead point of contact for all customer account management matters

• Build and maintain strong, long-lasting client relationships

• Negotiate contracts and close agreements to maximize profits

• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors

• Ensure the timely and successful delivery of solutions according to customer needs and objectives

• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

• Develop new business with existing clients and/or identify areas of improvement Work Experience

Company Position Year Line of Business

AMDOCS Philippines

Incorporated

Manager

Service Delivery Software Engineering

Governance Executive

January 2019 - Present

IT Telecommunications

TRT Global Solutions

Manager

Service Delivery and Project Management

November 2017 –

December 2018

IT Data Center

Company Confidential

Senior Consultant

Consultancy Services – Account Manager

January 2018 – June 2018

BPO

IBM Business Services

Inc.

Manager

IT Service Delivery

October 2016 – November

2017

IT Desktop and Workplace

Management

ATOS Philippines

(Formerly Known as

Siemens IT Solutions

and Services)

Complaint Manager

Major Incident Manager / Escalation

Manager

Incident Management Coordinator

Level II IT Service Desk Analyst

December 2011 – May 2016

IT Desktop and Workplace

Management Infrastructure Support

Sitel Philippines

Technical Support Specialist

Resolution Expert (Inbound and

Outbound Agent)

Operations Check Point Mentor

Subject Matter Expert / Product

Specialist / Assistant Team Lead

March 2008 - December

2011

BPO - Technical Support for Hardware,

Software, Wired & Wireless

Connections

* Accomplishments and Achievements available upon request

Contact this candidate