IBM Education Planning and Delivery
John Paul Robert Santos
Systems And Learning Administrator
Angono
Summary
Dynamic and results-oriented process and systems administrator with a strong track record of effective leadership, organizational excellence, and exceptional customer relations. Expertise in independently resolving complex issues while ensuring team focus and alignment with diverse business objectives. Proven ability to foster long-term client relationships and retain top talent, driving overall success and stability within the organization. Committed to enhancing operational efficiency and delivering high-quality results in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Process, Systems and Tools Administrator
IBM Business Services, Inc.
01.2017 - 01.2025
- Research and resolve discrepancies to maintain accuracy.
- Support needs of IBM Consulting North America L&K Learning Deployment Lead and the team with skill and efficiency.
- Resolve problems with different tools, improve operations/process and provides exceptional client support.
- Participate in meetings to discuss new opportunities in further improving the process and tools.
- Conduct testing and troubleshooting for various software tools remotely and onsite for server sets to maintain operational readiness.
- Provide comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Determine compatibility with various software by developing modification and integration programs.
- Orchestrate integration and communication of software tool upgrades.
- Maintain flexible schedule and responds to after-hours and weekend emergencies.
- Resolve issues and escalates problems with knowledgeable support and quality service.
Enterprise Applications Delivery Specialist
IBM Business Services, Inc.
01.2015 - 01.2017
- Scheduled, tracked, uploaded presentations, created and sent invitations for Oracle, SAP and Microsoft Webinars.
- Submitted EPAD briefs.
- Created Event Central Entries.
- Managed Oracle Education Blog.
- Oracle and SAP Certification Management.
- EVITA Request Approvals.
ILO Virtual Tools Level 2 Support/SME
IBM Business Services, Inc.
01.2013 - 01.2015
- Served as the Domain Admin/Server Admin and Level 2 support for SABA Centra and Blackboard Collaborate (Virtual Class Tools).
- DOU Management for Sub-Domain Requests.
- Managed Sub-Domain Requests for Template Completion & Direct Submission and Handling with Centra Focal.
- Monthly Sub-Domain Usage & Billing File Creation.
- Maintained Storage Space on the Centra Domain according to the Allotted Guidelines as defined in the individual DOUs.
- Interfaced with SWG Global Project Executive (Billing, Sub-Domain Requests, DOU Terms, etc.).
- BTO Centra Interface with Centra Focal.
- BTO Liaison between MDC ILO Team & MDC Helpdesk Team.
- Centra Functionality, New Version Release SME.
- Sub-Domain Master Matrix File Owner to keep updated list of Level I, II, III Helpdesk Responsibilities, Volume of Calls per Sub-Domain & Maintain list of Sub-Domain Owners and Contact Information.
- Provided Level 2 troubleshooting and resolution for sub-domain owners' admin and users.
- In-charge of DE202 Server administration, configuration catering to more than 80 plus Sub-domains.
- Provided Level 2 support for Blackboard Collaborate applications.
- Also acted as a last resort for technical resource for ILO, L&K and other Accounts.
- Conducted User Acceptance Testing for IBM Brand and External Customers before securing approval and implementation.
- Training & Dev't: Included in the IBS Talent Sparks Program
- Completed the Leader Foundation for Delivery Centers Training Program
Learning Practitioner
IBM Business Services, Inc.
01.2011 - 01.2013
- Served as facilitator and event admin for Instructor-led Online Classes.
- Helped the instructor/s with anything related to the class and online tool.
- Supported needs of online instructors with skill and efficiency.
- Learned how to complete tasks with minimal supervision, contributing to successful results.
- Resolved online tool issues, improved operations and provided exceptional client support.
- Increased instructor and learner satisfaction by resolving technical issues.
Case Management Practitioner
IBM Business Services, Inc.
01.2009 - 01.2011
- Served as the technical expert for customer interface representatives within the contact center.
- The position also served as the point of contact when it comes to client processes.
- Maintained excellent attendance record, consistently arriving to work on time.
- Increased customer satisfaction by resolving payroll and personal data issues.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Financial Account Associate Level 3
IBM Business Services, Inc.
01.2005 - 01.2009
- Registered Representative (U.S. Financial Firm) -FINRA Series 6 and 63 licensed (CRD# 5104945).
- Mutual Funds Service Delivery and Recovery (Nov. 2007 – Present) -Processed cases related to errors in transactions by clients and financial advisors.
- Mutual Funds and Certificate Service (Apr. 2007 – Oct. 2007) -Created cases for errors in transactions reported by clients and financial advisors.
- Certificate Transactions (Jul. 2006 – Feb. 2007).
- Mutual Funds Transactions (May 2006 – Aug. 2006) -Facilitated mutual fund and certificate transactions for clients and financial advisors.
- Training & Dev't: Privacy and Information Security Awareness (09.24.2008)
- Privacy and Information Security Awareness (11.13.2007)
- Anti-Money Laundering (11.13.2007)
- Mutual Funds Service Training (02.26.2007)
Senior Student Assistant – Office of Student Affairs
Philippine School of Business Administration, Q.C.
01.2004 - 01.2005
- Assistant to the Director of Student Affairs
- Supported needs of Director of Student Affairs with skill and efficiency.
- Maintained excellent attendance record, consistently arriving to work on time.
- Completed clerical tasks such as filing, copying and distributing mail.
- Data encoding and filing, basic office work.
Education
College graduate - BSBA Marketing
Philippine School of Business Administration
Quezon City10-2005
Undergraduate - BS Commerce
University of Santo Tomas
Manila03-2002
High School Graduate - undefined
Marist School
Marikina Heights, Marikina City03-1999
Elementary Graduate - undefined
Marist School
Marikina Heights, Marikina City03-1995
Skills
Proficient in Windows and iOS systems
Operational assessment
Efficiency enhancement
Strategic project organization
Process optimization expertise
Skilled in managing application workflows
Analytical problem-solving
Strong focus on accuracy
Technical writing skills
Task prioritization
Documentation and reporting
Task streamlining
Software
IBM Events and Classes
Microsoft Teams
Slack
Outlook
Mondaycom
Timeline
Process, Systems and Tools Administrator
IBM Business Services, Inc.
01.2017 - 01.2025
Enterprise Applications Delivery Specialist
IBM Business Services, Inc.
01.2015 - 01.2017
ILO Virtual Tools Level 2 Support/SME
IBM Business Services, Inc.
01.2013 - 01.2015
Learning Practitioner
IBM Business Services, Inc.
01.2011 - 01.2013
Case Management Practitioner
IBM Business Services, Inc.
01.2009 - 01.2011
Financial Account Associate Level 3
IBM Business Services, Inc.
01.2005 - 01.2009
Senior Student Assistant – Office of Student Affairs
Philippine School of Business Administration, Q.C.
01.2004 - 01.2005
Undergraduate - BS Commerce
University of Santo Tomas
High School Graduate - undefined
Marist School
Elementary Graduate - undefined
Marist School
College graduate - BSBA Marketing
Philippine School of Business Administration