Highlights:

Skills:IT Operations Management, IT Support Specialist, IT Account/Service Management, Service Delivery Management (Managed Service), IT Project Management, Service Transition - Managed Service, Change/Problem/Incident Management (SNOW, HP, BMC)

Service Delivery Manager 10/2016 - current
Accenture (Phils) Inc., Taguig City, Manila Philippines
Service Delivery Manager – Avanade Infrastructure Services PDC Cloud Managed Services - October 3, 2016 to Present Key Clients: Minerals & Metal Group (AUS) (Azure+Windows OS+HPSM), Stateplus Financial (AUS) (O365/SNOW) , WEC Energy (US) (Azure+AD B2C/Remedy)
Responsible for Service Delivery, Service Review and Action items for the client. Responsible for all the client facing interaction & client deliverables Responsible for owning the interaction with client during major incidents and drive RCA and remediation. Responsible for all the Client specific processes and communication internally with Ops. Responsible for ensuring Client Technology lead availability & coverage Responsible for Change Management process and communication (internal and external) Responsible for raising/maintaining issue/risk log and review with client senior leaderships Responsible for continuous Improvement initiative for the client. Responsible for account financial and cost management.--
Service Transition Manager / PM 08/2016 - current
Accenture (Phils) Inc., Taguig City, Manila Philippines
Service Transition Manager/PM – Avanade Infrastructure Services PDC Cloud Managed Services - August 1, 2016 to Present Transitioned clients: Telus (various clients), National Grid, ARM Holdings, MMG, WEC Energy, StatePlus Financial Platform/Services onboarded: Windows OS, Exchange, SQL, Lync/Skype, Azure, AD B2C, Office 365, SNOW/Remedy/HP
Leads the Tech Arch Apps/IO DBA in deployment, oversee performance management, development operations, execution & operations architecture areas (SI to AO transition) Liaises with project managers/leads to obtain information required from application development and testing teams for application deployment and test support environment delivery Creates resource estimates for infrastructure design and build effort based on signed-off requirements from project stakeholders and as agreed with impacted component teams Provides technical expertise across storage, compute, network, security, backup/restore and DR over Telstra Cloud Interfaces with Telstra-Cloud vendor in the implementation of infrastructure design and project build from concept to handover to operations and closure phases. Interfaces with Telstra - Cloud vendor, IO DBA’s, Tech Arch Apps and execute service management processes, across incident, problem, service request, change, capacity, and event and configuration management. Schedules kick-off meetings with the Telstra-Cloud vendor and impacted component teams to capture and agree on infrastructure requirements and design. Coordinates with component teams and support groups in requirements gathering as part of infrastructure design and build delivery based on project request and/or infrastructure design. Secures Project approval for completed cost model and vendor quotations prior to start of infrastructure design and build. Monitors vendors' release notes and plan necessary upgrades and patches as required Conducts trend analysis with a focus on proactive identification of events/issues that threaten performance and a consistent & timely resolution and documentation Implements/maintains monitoring process and alerting tools as proactive incident management Analyse system performance indicators and recommend improvement actions--
Technical Account Manager/ Service Transition/ IT Support Specialist/Tech Arch 03/27/2007 - current
Accenture (Phils) Inc., Taguig City , Metro Manila Philippines
Industry: Technology Outsourcing/Consulting
Service Transition Manager – Avanade Infrastructure Services PDC NOC/UCCMS Project August 1, 2016 to Present Technology Architecture Manager / IT Support Specialist - Sparq AO Project September 2015 to July 2016 Technology Services (Account) Manager/Lead – Infrastructure Services for Accenture March 2007 – September 2015 Lead - Avanade, Enterprise, Internal Projects (2007 to 2008) Lead - ISIS/Avanade/CIO/CMT IGs/Projects (2008 to 2014) Lead - Taguig/Makati Cluster Projects (2014 - September 2015)
Service Transition Manager – Avanade Infrastructure Services PDC NOC/UCCMS Project August 1, 2016 to Present •Lead day to day Service Transition process execution for assigned project •Liaisons with Project manager, Technical lead representing Service Transition process •Manages cross work stream schedule, issues, risks, service acceptance criteria •Coordinates technical resource assignments •Records findings, tracks progress, maintaining Issues and Risks Log •Participate in Go Live Governance decision, reporting status and readiness •Manages deal transition cost and offshore team recovery/chargeability Technical Architecture Lead/Manager / IT Support Specialist - Sparq AO Project September 2015 to July 2016 •Lead the Tech Arch Apps/IO DBA in deployment, oversee performance management, development operations, execution & operations architecture areas •Provide technical expertise across storage, compute, network, security, backup/restore and DR over Telstra Cloud •Interface with Telstra-Cloud vendor in the implementation of infrastructure design and project build from concept to handover to operations and closure phases. •Conduct trend analysis with a focus on proactive identification of events/issues that threaten performance and provide consistent & timely resolution and documentation •Implement/maintain monitoring process and alerting tools as proactive incident management Technology Services (Account) Manager/Lead – Infrastructure Services for Accenture Project March 2007 – September 2015 Lead - Avanade, Enterprise, Internal Projects (2007 to 2008) Lead - ISIS/Avanade/CIO/CMT IGs/Projects (2008 to 2014) Lead - Taguig/Makati Cluster Projects (2014 - September 2015) **Refer to resume for detailed job description--
IT Support Manager 06/2005 - 10/2005
iREMIT GLOBAL REMITTANCE, INC., Pasig, Manila Philippines
Industry: Banking/Remittance
IT Support Manager - IT Division
• Direct and oversee overall operations of MIS-Technical Support Group under IT Division operating 24x7. • Directly report to IT Director. Supervises 4 direct reports, including Systems Admin & Technical Staff. • Manage and maintain group of servers (12) and workstations (100 nodes) running under Windows 2000/2003 server, Windows 2000 and XP Professional workstations. • Manage and maintain Enterprise Messaging System running under Exchange Server 2003, Outlook WebMail Access, Microsoft Office Outlook 2003, and extends support thru all foreign branches using Outlook Express. • Manage and maintain Internet/Network/PC security using Microsoft ISA Server 2004, NITIX Firewall -LINUX, Microsoft Certificate Server, Norton Symantec Corporate Edition v10.x, Norton Internet Security 2005 • Manage and maintain enterprise internet connectivity (2 ISPs) and corporate web servers supporting local and foreign database system running under Win2K03, IIS 5.0, SQL Server 2000. Environment: Windows 2000/2003/XP, Exchange Server 2003, SQLServer2000, ISA 2004, NITIX Firewall (LINUX)--
IT Services Manager 10/2005 - 03/2007
International Rice Research Institute (IRRI), Los Banos, Laguna Philippines
Industry: Research
Manager – Information Technology Services. Telecom lead
• Manage the deployment, maintenance and continuous availability of voice & telecommunication systems specifically; Nortel Meridian Option61C PABX (1000 subs), Call Pilot, Nortel Digital/IP/Soft Phone, VOIP Appliance, Cisco Routers, GFI SMS &E-Fax, Polycom Videoconferencing, Access Grid Node over Internet2, ISPs • Manage/maintain FTP,reporting, monitoring & security application specifically; Serv-U, Promodag, GFI Network Server Monitor, Surfcontrol , GFI Languard. Juniper Netscreen NS-208, Radware LinkProof • Work closely with network operations, security & technical support team leader as needed to ensure redundancy as possible in support to institutional computer systems and applications specifically; Windows XP,2K/2K3 (50 servers, 1400 nodes), Active Directory, MS Exchange 2003/OWA, NetScreen(NS-208,5GT,5XP) and ISA firewalls, Radware LinkProof ISP LB, Aventail VPN, Fiber Optic Network, multilayer switches, 30 WAPs, 3 ISPs, EMC Legato SAN, HP NAS & Veritas Backup, NetWin, Desktop Authority, Incognito DHCP management console, MCS/LCS. • Collaborate to Institute Helpdesk with escalated incident and provides necessary resolution and procedure. • Assist IT Head in planning and implementing various projects in achieving the strategic goals of the institute • Directly report to ITS OU Head and supervises 5 direct reports. Environment: Fiber Optic Network, Windows 2K/2K3/XP, Nortel Meridian PABX/Network, Netscreen/ISA Firewall, Radware LinkProof, Incognito DHCP, Desktop Authority, GFIs NSM/Faxmaker/SMS/Languard, TrendMicro SrvProtect/OfcScan/Scanmail, Surfcontrol, SQL2000--
Test IT Manager 06/2004 - 02/2005
FASTECH ADVANCED ASSYMBLY INC., Cabuyao, Laguna Philippines
Industry: Electronics/Manufacturing
Manager – TEST IT Group, Manufacturing Division
Job Description & Responsibilities: • Direct and oversee the overall operations of Test IT Group involving Win2K Servers, Exchange Server 2K & SQLServer7, Test System PC & other test equipment interoperability, systems integration/development. • Develop/Implement Test Process/Production/System/Equipment Operability enhancement & automation. • Coordinate/discuss plan with other manufacturing group champion the process flows and relevant issues pertaining to specific project and process enhancement. • Attend bi-weekly operations meeting to present group project/plan, acknowledge/resolve department issues • Directly report to Chief Technical Officer. Supervises 3 direct reports. Project and Job Highlights: • Setup / deployed Application, Database, Email Server and Firewall. (WinNT/2K/SQL7/Exchange2K/ISA 200) • Established a controlled Test Program usage and deployment by securing all the active test programs , archive, compile and run program from the central server. • Provided test datalogs and summary files to customers thru FTP based on tester proprietary script. • Project lead /manager that developed/designed Test Environment System databases out of captured datalogs and summary files to produce traveler sheet and other Test/Process Engineering reports i.e. Daily/Weekly Final Test Yield monitoring reports and Tape and Reel yield reports, statistical and correlation reports and other complex reports required by internal and external customers. Environment: Windows 2K / NT, ISA 2000, MS SQL Server v7 , MS Access2K/VB, MS Exchange2K/Outlook2K, JDE-ERP--
MIS Manager 02/1998 - 06/2004
MUSIC SEMICONDUCTORS PHILIPPINES, Calamba, Laguna Philippines
Industry: Electronics/Manufacturing
MIS Manager (Dec. 02 to June 04) / Senior MIS Specialist (Feb. 98 – Dec. 02)
Summary of Responsibilities: • Responsible to the administration of company’s enterprise and local area network specifically the ff; Broadband Internet , Windows NT/2K/9x Network / Mail Server / Web/FTP Server / Fax Server , HP82000S400 UX, SUN W/S, CHESS/Oracle SQL Dbase, Access Dbase, Voice/Data Network, PABX. • Responsible to the management of MIS operations including Network Administration and Systems Development. Supervise MIS staffs (2) in carrying out individual function. (Technical Staff and Programmer) • Prepare and present report of department projects, plans & action items on monthly QOS meeting. • Establishe MIS policy and procedures to ensure quality practice. • Prepare department annual budget including software/hardware upgrade, services, trainings & seminars. Project and Job Highlights: • Developed and setup MUSIC Semiconductors Phils. Website / FTP Server . (MS Frontpage2K / IIS4.0) • Migrated dial-up SCO mailbox server to WinNT based mail server via 64K LL internet connection. • Cut-down Voice/Data expenses by 45-55% thru strategic implementation. and negotiation.(2002-2004) • Project Lead, MUSIC Semiconductors Phils. Internet Connectivity & Y2K Program. • Installed and setup Remote Access Service/Dial-in via CISCO Access Server/Router. (8 Modem Pool) • Developed Check Voucher, HRIS/201.Co-developed RM/WIP/FGS,E-Purchase Requisition/PO Dbase. Environment: Windows NT, XP, 9X/2K, HP UX, SUN OS, MS Access/SQL Server7, Oracle7.2/SQL, Glovia-ERP--
MIS Supervisor 08/1996 - 02/1998
VALOR ELECTRONICS PHILS. INC., Cabuyao, Laguna Philippines
Industry: Electronics/Manufacturing
MIS Supervisor (Jan. 97 – Feb. 98) / LAN Administrator (Aug. 96 – Jan. 97)
• Responsible to MIS operations which includes LAN/WAN, Systems Development, Training & Support • Administer Windows NT network, Win95/98 client and Email system (MS Exchange Server / Client v5.5). • Coordinate to Valor US Head Office and Asia Pacific branches involving IT deployment/planning • Configure and monitor Multiplexer, Network Switches/Hubs and Modem used in Enterprise network. • Primary support to VALOR Phils. BAAN (ERP/MFG) implementation in Shipping/Purchasing Module, including hardware and software client setup. • Supervise Programmer, Technical Staff and Data Encoders in carrying out individual function. Training: BAAN ERP, March 10 – 25 , 1997, VALOR Electronics, Inc., San Diego, California , USA Environment: Windows NT, Windows 95/98, HP-UX, BAAN ERP, MS Exchange V5.5--
Network / Database Administrator 04/1995 - 08/1996
PHILIPPINE TELEPHONE DIRECTORY, INC, Makati, Manila Philippines
Industry: Publishing
Network / Database Administrator
• Administer, monitor and optimize overall network system. • Install, upgrade, and maintain Oracle server and developer tool. • Create primary database storage and primary object. • Control and monitor user access to the database. • Back-up, recover and optimize database. Perform daily backup. • Modify database structures and resources as needed. Environment: Novell Netware v4.1, Oracle Server v7.2, Windows 95--
Network Systems Engineer 07/1992 - 04/1995
MICROCIRCUITS CORPORATION, Makati, Manila Philippines
Industry: IT Vendor
Network Systems Engineer , Software and Product Support Division
• Evaluate computer hardwares, softwares and operating systems. • Involve in consultation, planning, installation and implementation of LAN and WAN to clients. • Provide / conduct seminar, demo, training to client and company staff. • Teach Novell Netware Systems Administration to clients through company’s DATAQUEST Academy. • Group Lead – Netware Connectivity Group, in-charged of studying and teaching Novell products regarding IBM Host, UNIX and OS/2 to Netware / LAN connectivity. Special Project: • Contracted by IBM Philippines and NEA as Consultant for the nationwide computerization project of Rural Electric Cooperative. (January – March 1994). • In-charged in consultation, design, implementation, and installation of Wide Area Network and host connectivity using the ff; Netware SAA and Netware Multiprotocol Router software (LAN to AS/400) Client - SMITHKLINE BEECHAM • Team member that implemented Point of Sale (POS) in network environment using Novell Netware. Client - Duty Free Philippines Achievement: CNE (Certified Novell Netware Engineer) / CNE # 6208955 Exam taken at: 18/F Peregrine Tower, Lippo Center, Central Hongkong (June 15-18, 1993)--

Adamson University 06/1987 - 03/1992
Manila, Manila, Philippines
Degree: Bachelor's Degree
Major:B.S. Computer Engineering
College degree

lino roy suarez - resume