Summary
Overview
Work History
Education
Skills
Certification
Research
Emailaddress
Otherexperiences
Methodologies
Personal Information
Civilstatus
Languagesspoken
Awards
Projects
Training
References
Timeline
Generic
Jennifer Macaraig

Jennifer Macaraig

Service Delivery Manager
Manila

Summary

Dynamic Service Delivery Manager with over 11 years of experience in managing end-to-end service delivery processes in the IT and telecommunications sectors. Skilled in ITIL framework, SLA management, and customer relationship management, ensuring high levels of client satisfaction and service excellence. Proven ability to lead and motivate teams, streamline operations, and implement process improvements that enhance service quality and operational efficiency. Experienced in incident, problem, and change management, with strong analytical and decision-making abilities. Committed to delivering outstanding service outcomes and fostering long-term client partnerships

Overview

12
12
years of professional experience
4
4
years of post-secondary education
3
3
Certifications

Work History

Project Manager/Service Delivery Manager

NCSI (PHILIPPINES) INC.
1 2019 - Current
  • Project Manager role for on-going maintenance projects Customer Experience Services middleware platform
  • Project Manager role for multiple change request and enhancement projects for AutoloadMAX, Share-A-Load and Aesop PNS project
  • Project Manager role for cyber security project
  • Ensuring proper communication and coordination with client and technical teams
  • Involved in solutions design, architecture, and some business analysis
  • Plan, direct and coordinate activities of multiple projects in areas of IT, Service delivery and Systems Integration
  • Define project scope, objectives, staffing, resources, and deliverables
  • Develop project plans that identify key issues, approaches, and performance metrics
  • Plan and schedule project timelines and milestones
  • Assemble and coordinate multi-disciplinary project teams
  • Lead and mentor up to 14 project staff
  • Manage vendor relationships
  • Track project deliverables
  • Monitor quality assurance measures
  • Implement and manage project changes and interventions
  • Manage and control project budgets
  • Develop and present reports on project progress
  • Maintain communication with project stakeholders and manage expectations
  • Evaluate projects and assess results.

Senior Application Consultant / Team Lead

NCSI (PHILIPPINES) INC.
01.2013 - 01.2018
  • Team lead role for on-going projects AutoloadMAX and Share-A-Load project
  • Responsible for making sure that any issues in performance or quality are quickly identified and addressed
  • Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards
  • Develop and enhance scripts/programs based on user or performance requirements with major focus on report extractions (adhoc and regular-frequency), batch or bulk uploading/corrections and recon purposes
  • Familiarization of assigned systems to properly design and develop scripts/programs based on requirements
  • Coordinate with support teams to facilitate operations of scripts/jobs/programs
  • Documentation of scripts/jobs/programs created for reference of technical team Production Support
  • Work plan creation and documentation for new enhancements
  • Actual migration of scripts/jobs/program to production in coordination with support teams (SysAd, DBA, etc.)
  • Monitor/regenerate/execute scripts/programs to ensure regular frequency and availability of reports are maintained
  • Design and development of development tasks / Change Requests for production environment
  • 24x7 production environment on-call support
  • Backup Database support for development testing in SIT, SAT and UAT environments.

Associate Database Administrator

ASTICOM TECHNOLOGY INC.
06.2012 - 10.2012
  • Ensure continuous operations of database support to Globe Telecom- 24 hours a day, seven days a week based on the SLA
  • Support beyond office hours for incidents and problem is on call
  • Monitoring and optimizing the performance of the database.

Education

Bachelor of Science, Information Technology - Information Technology

Adamson University
900 San Marcelino St, Ermita, Manila
01.2008 - 04.2012

Skills

ITIL Framework Proficiency

Project Management

Service Level Agreement (SLA) Management

Incident and Problem Management

Process Improvement, Performance Metrics and Reporting

Team Leadership and Development

Resource Allocation , Budget Management

Conflict Resolution , Decision-Making , Training and Mentoring

Soft Skills

Communication Skills

Negotiation Skills

Problem-Solving

Time Management

Critical Thinking

Adaptability

Attention to Detail

ServiceNow

Technical Tools and Software

JIRA

Microsoft Project

MS Office Suite (Excel, Word, PowerPoint)

Industry Knowledge

Familiarity with Cloud Services (eg, AWS, Azure)

Understanding of Applications Architecture

Cybersecurity Awareness

Certification

ITIL Foundation Certificate in IT Service Management

Research

Armed Forces of the Philippines Pension Management System with SMS Notification

Emailaddress

macaraig.jennifer@gmail.com

Otherexperiences

ASTICOM TECHNOLOGY INC., 06/07/12, 10/15/12, 9F 139 Corporate Center, Salcedo Village, Valero, Makati City

Methodologies

Agile/Scrum, SDLC, Kanban, Waterfall

Personal Information

  • Age: 35
  • Date of Birth: 12/01/88
  • Gender: Female
  • Religion: Roman Catholic

Civilstatus

Single

Languagesspoken

Tagalog and English

Awards

Academic Merit Award- Adamson University 74th Commencement Exercise -May 14, 2012

Projects

  • AutoLoadMAX and Share-A-Load (Globe Telecom's Load Retail and Share Platform), AutoLoadMax (AMAX) is Globe's electronic reloading service that allows thousands of retailers nationwide to automatically reload prepaid credits to a Globe or Touch Mobile cellphone., Share-A-Load (SAL) or share unlimited offers using Share-A-Service, allows easy way of sharing load or promos between Globe Prepaid or TM subscribers.
  • Bentley (AutoLoadMAX and Share-A-Load System database upgrade), Database migration from Oracle TimesTen v7 to v11 and RAC 10g to 12c. Bentley (AutoLoadMAX and Share-A-Load System Application Servers upgrade), System Application and servers upgrade.
  • Multiple Amaretto Change Request and Enhancements Development Projects, Project Globe One - SAL integration for Globe one application.

                   -  Project FBM -SAL integration for Facebook messenger. 

                   -  Project MC1 - Enhancement for current expiration job in AMAX 

                   -   SAL Piso Charging - Integration of piso charging in SAL system 

                   - SAL My offers - SAL integration for Globe's my offer application. 

  • Aesop PNS, Technology Refresh and Application Maintenance of its Bank E-loading Platform, also known as PNS under the initiative of Project AESOP.
  • SuperApp - New Globe One, New Globe One App is the one stop shop mobile application of Globe that lets the user view their account details, rewards, promo's etc. and can pay also their bills via its online payment services.
  • CXServices - Customer Experience Service Middleware, Is a middleware platform that connects digital platforms to microservices that processes requests such as viewing of accounts, paying of bills etc.

Training

  • Oracle TimesTen and In-Memory Database Cache 11g Ed 1 LVC
  • Oracle Database 12C: Admin Workshop
  • Oracle Linux 7: System Administrator Ed 1
  • Up! Your Service: Customer Service Leadership Training
  • ITIL Foundation Certification Training
  • PMP Certification Training

References

Available upon request.

Timeline

Senior Application Consultant / Team Lead

NCSI (PHILIPPINES) INC.
01.2013 - 01.2018

Associate Database Administrator

ASTICOM TECHNOLOGY INC.
06.2012 - 10.2012

Bachelor of Science, Information Technology - Information Technology

Adamson University
01.2008 - 04.2012

Project Manager/Service Delivery Manager

NCSI (PHILIPPINES) INC.
1 2019 - Current

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