EDWIN BADUA

*** ********* *****, **********, **. 95823

Telephone: 916-***-**** adtw22@r.postjobfree.com

Excellent Customer service. Understanding that the life blood of any business is their customers; ensures safety; following company guidelines and policies crucial for the growth of the business that equates to productivity and efficiency.

IT operations leader and relationship management professional with extensive experience and a proven ability to implement and manage innovative technology solutions that streamline core business processes, support organizational growth and increase efficiency. Ensures access to mission-critical systems and data. Works effectively with customers, colleagues, vendors and other stakeholders, managing relationships and balancing competing priorities. Leads all aspects of data center operations. Builds and leads strong teams.

Key skills:

Communication (written and verbal) critical for caregiving. Patience and Tolerance. Empathy (really understanding the needs of patients). Compassion (way of behaving towards patient). Time management. Problem solving. Social skills. Safety. Hygiene care.

Operations Leadership Strategic Planning Technology Relationship Management Incident Management

Data Center Management Performance Management Documentation Customer Relationships Help Desk

Networks Implementations Disaster Recovery Business Continuity Process Training SLAs Production

Environments Virtualization

VOLUNTARY WORKS:

St Paul Catholic Church, Florin Road, Sacramento, California August 2018 – Present

Caretaker, August 2018 – March 2019 (took care of Mother)

FCC (Filipino Cursillo Community) Diocese of Oakland, February 1988 – Present

Please be advised that from August 2018 I took care of my Mom who had AD (Alzheimer’s Dementia). She passed away March 2019. I have been occupied volunteering my time, talent, and treasure supporting our Parish St Paul Catholic Church in Florin Rd. Sacramento Ca. as an Extra Ordinary Minister, Lector, Altar Server and an active member of the Knights of Columbus 3rd degree. I have also served in the FCC (Filipino Cursillo Community) at the Diocese of Oakland for many years. The effort entailed working with members, providing leadership and organization skills meeting critical deadlines in preparation for Men Cursillo weekends annually that expanded for many years.

PROFESSIONAL EXPERIENCE

SMA AMERICA, LLC, Atherton Road, Rocklin California August 2021 – August 2022

IT Technical Business Partner, Americas

●Core Advisor for the all-American sites and responsible for regional demand and stakeholder management to create added value and sustainable customer satisfaction. This role is responsible for guiding the internal customers in achieving their objectives through the adoption of standardized IT Corporate processes and policies.

●Ensured that the company maintains a secure state of the art and according to the business needs required IT Architecture.

●Responsible for preparing and tracking project related activities in such a way that they are led to success using established project processes in globally distributed teams.

●End-to-End issue coordination between IT support groups based in the AU/PL/US and in the HQ in Germany.

●Provided updates, written, and verbal reports as needed and is the key contact for global IT Management.

●Served as a liaison to other technical teams and departments and external vendors as necessary in problem resolution and service improvement.

●Coordinated with Headquarters in Europe on the implementation of IT related services and products.

●Performed network and systems assessments when needed.

Key Accomplishments:

●Collaborated the migration of the data center from the West Oaks to the Atherton Building in Rocklin Ca successfully.

●Identified structural deficiency in the IT Budget that resulted in renewing Xerox printers’ contract, saving the company $3000/month.

●Addressed the pain points of the Regional Call Center of missed/call drops that resulted in the implementation of additional phone structure via PRI routing.

●Collaborated with our European Network SMEs that resulted in the implementation of redundancy of critical server setup, ensuring BCP for critical implementation.

●Collaborated with IT Onsite Vendor support to consolidate IT Storage Units, saving the company $4000/annually.

●Collaborated with SME in the implementation of pro-active monitoring of phone circuit disconnect that resulted in improved MTTR.

Sunrise Senior Living Rocklin, Rocklin, California February 2021 – July 2021

Care Manager

●Provided assisted living and reminiscence support based on the needs of the Residents.

●Helped our Seniors and elders live a quality life by assisting them with their basic needs, such as grooming, bathing, hygiene, eating, toileting, laundry, walking, and exercising.

●Ensured and monitored closely that residents took their prescribed medication on time. Log any improvements or adverse reaction and report to the onsite Nurse immediately. Escalation includes calling 911 if and when necessary.

●Ensured the safety and well-being of residents, keeping them company and comfortable at all times.

●Received turnover to outgoing shift and provides clean turnover to incoming shift.

●Performed other duties as requested.

ST Paul Catholic Church, 8720 Florin Rd., Sacramento California August 2020 – November 2020

Facility/Maintenance (Voluntary/Part time)

●Assisted in minor Plumbing/electrical work and fixtures in the parish.

●Maintained gardening, which included planting trees, cutting and pruning of roses and trees, taking out roots and dead trees and mowing lawns. Setting up a water faucet and sprinklers.

●Maintained safety measures implemented within the vicinity. Ensured that buildings and doors are locked up at an appropriate time. This effort included but not limited to keeping the appropriate temperature within the buildings; ensuring that all alarms/cameras and sprinklers are working as designed.

●Contacted and coordinated with vendors if and when necessary.

●Assisted in setting platforms for outside and inside masses.

●Performed other duties as requested.

DCSS (Dept. of Child Social Services, Agreeya Solutions Via Deloitte, Rancho Cordova, California April 2018- August 2018

IT Consultant

•Provide advice, counsel, and support to the CIO and CEA for their IT Operational needs.

•Collaborate with different IT Support Managers and Support Team to identify areas for improvement in Incident Management, Problem Management, Change Management, Service Level Management, & Process Management. Provide recommendations using ITILv3 methodology.

•Provide planning, project management oversight, resource management, and technical direction.

•Responsible for the management and leadership of a range of process improvement and process management activities. Activities managed, include planning, performing, and implementing process improvement initiatives, in addition to ownership of operational processes. Activities are undertaken and executed in support of organizational goals and are accountable for providing business process solutions to meet internal and external customer expectations and needs.

•Develops and/or influences new ideas and approaches as it relates to Change Management & innovations. Establishes procedures and practices which promote the adoption of appropriate solutions and sustainability of desired results in a moderately complex environment. Develops strategies to enhance decision making. Understands the impact of process, policy, and technological changes on the organization.

•Results and Accountability. Ensure the effective controls are developed and maintained to ensure the integrity of the organization. Take corrective action as appropriate. Ensures that performance is aligned with mission, goals, and outcomes, and is completed within established timeframes. Monitors and evaluates moderately complex plans, focuses on results, and measures attainment of outcomes.

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MCKESSON CORPORATION, Rancho Cordova, California June 2012- May 2017

World’s leading health care corporation distributing health care systems, infrastructure support, medical supplies and pharmaceutical products; approximately $100B+ in annual sales.

Technical – Relationship Manager:

•Serve as primary liaison between customer and IT Operations.

•Handle all complaints from the Business Unit Partner that involve potential and or major incidents and find solution to address them.

•Develop and maintain a working knowledge of Business Unit IT applications, configurations and routines.

•Develop and maintain relationships with Business Unit operational level management.

•Provide operational support and advice/counsel to the Business Unit Drive coordination and communications on critical outages and issues.

•Provide cross team, BU and technology expertise for support to business

•Educate CIT Operations staff on BU-specific requirements, direction and key applications and environments

•Work with the Business Unit and CIT to add efficiencies and availability.

•Identify, coordinate and accelerate the adoption of operational improvements with the customer

•Provide support to the assigned CIT Relationship Manager and BU Project Managers.

•Be watchful of BU environments and trends in order to proactively forewarn BU of potential problems, and propose recommendations

•Facilitate proactive maintenance and change management activities and processes.

•Provide operational expertise/guidance to large-scale projects, in support of CIT and/or Business Unit direction when required.

•Provide regular reporting of activities (and/or status) to Business Unit and CIT

•Coordinate and work with Problem Manager to ensure that RCA deliverables are met by different Support groups in a timely manner to ensure the integrity of the business.

•Partake in the Team Leader role during crisis situation to help expedite service restoration.

•Assist Business Unit Partner improve customer service results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

•Provide status report to Sr. Management of existing Incident and/or problem affecting the business.

•Review SLAs and address areas for improvement. Ensure that the SLAs reflect the actual condition of the business.

•Ensures that SLAs are properly documented which include but not limited to new businesses or services acquired.

•Took part in supporting the BU’s Windows infrastructure. The support is focused on off hour activities, such as patching; release coordination; system deployments, Tier 1 Triage for off hour outages, as well as support all other IT Operations functions and services performed during off hours. Coordinated with different Off- hours Support Teams & facilitated up to date activities & generated report for submission to different Officers of the Organization. Plans for future of the site/network; recommends the use of technologies or solutions to internal or external customers; regularly works with internal executives, makes presentations, and interacts with external vendors.

ADECCO / MCKESSON CORPORATION, Rancho Cordova, California January 2011- June 2012

World’s leading health care corporation distributing health care systems, infrastructure support, medical supplies and pharmaceutical products; approximately $100B+ in annual sales.

Technical – Relationship Manager (contract): Determine what the Business Unit (MHS) want or need in terms of IT Technology related support and services. Collaborate with MHS IT Manager to manage the operation of the business. Provide information to the Business Unit Sr. Management so they can ensure that there is cost and capability transparency when the business is buying a service from IT. Help the business determine if it needs to budget for future IT enhancements if there are business extensions of IT products. Help the business understand how to adjust to anticipated technology or product changes. Assist and ensure that SLA are properly documented when new businesses are acquired. Maintain engagement with customers and IT operational groups.

Key Accomplishments:

•Collaborated with MHS IT manager and different MHS support groups in identifying areas for improvement in their existing Incident/Problem management and Change Control processes.

•Led the effort of setting up a QA process and procedure for MHS THIN CLIENT infrastructure. This has resulted in identifying problem with software incompatibility and was corrected. Saving the business in the amount of about $10,000 a month, the cost the company was spending for a third party vendor to provide temporary fix.

•Led the effort of ensuring the integrity of MHS Velaro system. This system supports the Chat application which the Nurses uses with patient of critical condition. This was accomplished by collaborating with Support and outside vendor to implement an Active/Active license for the servers, creating a redundancy on the Velaro environment.

•Engaged in the current DCT (Data Center Transformation) project and provided vital strategy that is currently being used as part of the relocation process of computer peripherals for DR (Disaster Recovery) purposes.

MCKESSON CORPORATION, Rancho Cordova, California April 2006- March 2010

World’s leading health care corporation distributing health care systems, infrastructure support, medical supplies and pharmaceutical products; approximately $100B+ in annual sales.

Operations Manager 3: Led IT Operations department, providing mission-critical support on a 24/7/365 basis and overseeing up to 35 IT professionals. Managed all aspects of departmental functions, including planning, deployment, maintenance and budgeting for enterprise-wide IT data center operations. Managed critical incidents and ensured continuous access to vital technology resources. Created and implemented IT standard operating procedures. Liaised with help desk, networking, application and technical support teams as well as relationship managers and customers to resolve problems, gather business requirements and evolve systems to meet emerging demands. Monitored performance metrics, including SLAs. Managed vendor relationships.

Key Accomplishments:

•Collaborated with peers, data center management team and relationship manager to roll out program designed to improve customer satisfaction and relationship management capabilities.

•Led the team in implementing BCP between the east and west coast data centers.

•Cross-trained employees to ensure coverage after data center consolidation.

•Ensured seamless transition to new HP tool, working with IT colleagues and various managers.

•Played key role in project to virtualized data centers, setting up production environment to accommodate training and providing vital support and training for related exercises, including disaster recovery.

IBM / FRANKLIN TEMPLETON ACCOUNT, Rancho Cordova, California April 2001- June 2005

Fortune 500 financial services company with IT services outsourced to technology consulting giant IBM.

Shift Manager: Managed support 24/7, overseeing batch processing, backups, troubleshooting, system monitoring, problem tracking and notification functions and directing 10 operators. Resolved escalated issues. Planned and managed hardware and software installations, directing upgrades on multiple system platforms. Directed contractors, providing training and monitoring performance. Managed various data center projects.

Key Accomplishments:

•Spearheaded IT operations facility consolidation and relocated group to Colorado, handling all aspects of complex moves successfully.

•Established effective documentation processes to reduce errors and worked with technical support and network groups to create critical application and topology map to expedite repairs.

•Coached and mentored staff, leading by example to instill creative approach to problem solving.

VIKING FREIGHT SYSTEMS INC., San Jose, California April 1993- March 2001

Leading transportation and freight services company serving companies of all size, including retail leaders such as Walmart and Target.

IT Operations Supervisor: Led computer operation and network services, liaising with vendor and user groups to provide access to vital technology tools. Assisted with disaster recovery planning. Managed numerous projects, including data center upgrades and hardware / software deployments, directing personnel, allocating resources and conducting cost analyses. Led team, monitoring performance and mentoring staff to improve skill levels. Implemented SLAs and served as internal consultant to cross functional teams. Created capacity plans.

Key Accomplishments:

•Played an integral role in disaster recovery planning and vendor selection.

•Automated numerous processes to streamline operations and reduce operating costs, including implementation of Remedy, Veritas and Telegenics tools.

•Established career paths for individual operators, retaining key employees and reducing costly training costs associated with staff turnover.

CAREER NOTE: Past job history includes a Computer Operator position at Fujitsu Business America, a System Operator role at Bank of America, a Computer Operator position at Automatic Data Processing and a Senior Operator role at Affiliated Computer Services. Details are available upon request.

EDUCATION & PROFESSIONAL TRAINING

Bachelor of Science in Commerce

University of Santo Tomas, Manila, Philippines

Change Leadership / Adapting to Change Handling Conflict Time Management Presentation Skills

Delegating for Results Team Building / Coaching Basic UNIX TACL Programming

Agile/Scrum Master Certification

LANGUAGES

Fluent in Pilipino

TECHNOLOGY SKILLS

Hardware:

IBM iSeries AS400 IBM z9 & z10 Series Mainframe EMC2 Enterprise Storage Systems

Windows (2000, 2003, 2008) UNIX (AIX, Solaris, HPUX) Linux (Redhat) Servers (IBM P & X Series Hardware)

IBM Tape Systems (3494 Tape Library, 3480 Tape Drives, 3592 Tape Drives)

Software:

BMC Remedy (Version 5 & 7) Avaya Phone Systems Tivoli Enterprise Console (TEC) ITM Monitoring

ITIL (version 3) I BM Maestro Job Scheduling Console Proactivenet Monitoring Console

HP OVO Monitoring Console TWS Job Scheduling Package Jobtrac Job Scheduling Package

MIR3 Paging System Microsoft Outlook CA Mainframe Software: System State Manager (SSM) Sterling Commerce Software: Connect Direct Microsoft Office Suite SharePoint Go Live (McKesson Product)

NetMeeting Citrix XenApp, NetScaler, VMware, NetApp Microsoft Server Solutions,

EMC Cisco UCS Cloud ITSM ITAM Microsoft Windows Server 2003; 2008 R2;2012 R2;

2016 R2; SDP BatchPatch

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