Customer Excellence - Business Technology

• Jul 2017 - Present

As Customer Excellence officer, I am accountable and responsible in managing end user services (EUS) tasks and that Merck Philippines IT environment is fully operational and compliant. Take a key lead role in managing suppliers and vendors, assets and its life cycle.  - Manage IT Vendors ensuring deliveries based on SOW, SLA, OLA, KPIs, and other level of agreements  - Manage IT Requests, Incidents, Problems, and daily IT Operational tasks meeting gaps and ensuring end to end processes according to KPIs  - Manage and execute timely processes for local environment based on Global IT and Regional Governance Framework  - Create, update and adapt local policies and conduct regular review of these SOPs  - Coordinate with different IT Support Teams in the Region and Global to ensure smooth flow of processes and requirements  - Spearhead and own responsibility on EUS Project implementation, rollout in the Philippines  - Technically Knowledgeable to provide necessary smart hand requirement on Data Centre support and other equipment installation locally  - Take responsibility in delivering effective IT Processes based on ISO requirement and report performance regularly  - Ensures timely maintenance and updates of Asset Management solution.  - Provide accurate and ensures timely availability of asset information for operational use, budgetary, and assets life-cycle. Show less

IT Specialist

• Dec 1999 - Jun 2016

•Team/Project Lead. In more than 16 years in the company, I have taken the lead role for several projects. Both for technical and non-technical tasks. From solutions development and support to IT Simplification projects.  One of the latest projects I managed was the Business–to-Customer Systems Quality Assurance testing for the Hewlett Packard split into HP Inc. and HP Enterprise. Ensuring that the company split, one of the biggest in recent years (November 2015), will have minimal, if none at all, to our customers directly buying HP products and services globally. The team developed test requirements, report testing progress, and provide timely updates to management to help ensure overall program success. •IT Systems Quality Assurance. From 2009 to present, I am part of QA team that provides quality checks for HP North America E-commerce and HP Partner compensation systems.  store.hp.com is the HP online store for the north Americas. The store generates millions of sales yearly the most during Black Friday and Cyber Monday period. A customer-facing application. Our team is responsible in making sure our customers will have the best experience while making their purchase online.   2014 CIO Excellence awardee for being part of HP Shopping mobile application experience. •Incident and Problem Management lead for a number of mission critical HP applications. It is our responsibility to restore the normal service operation as quickly as possible minimizing the impact of the incidents to the business operations.  •Change, Availability and Release Management. Member of change advisory board providing impact analysis on proposed changes. Provide methodologies, define reactive and pro-active checklists, and deploy upgrades and fixes. •Customer Support. Provide technical support for many HP IT systems use by sales department. This task requires detailed technical know-how on the technologies, system environments, and solutions process flows and interfaces. Show less

System Engineer

• May 1999 - Dec 1999

Senior System Analyst

• Apr 1998 - Apr 1999

User Support Officer

• 1995 - 1998

Software Programmer

• 1993 - 1995