Neil Catabay
Quezon City,Metro Manila
Summary
At Infor, I spearheaded M3 Sales Customer Order Management support team, demonstrating exceptional problem-solving abilities and fostering strong teamwork. My expertise in data analysis and customer support led to consistently meeting service level agreements, optimizing system performance, and mentoring team members for peak efficiency.
Overview
9
9
years of professional experience
Work History
M3 Application Support Lead
Infor
03.2024 - Current
- Enhances application functionality by identifying and resolving technical issues in a timely manner.
- Contributes to project success by providing expert application support during all phases of implementation and rollout activities.
- Achieves service level agreements consistently by effectively managing workload among team members.
- Manages escalated cases to ensure timely resolution, maintaining strong relationships with clients.
- Optimizes system performance with thorough analysis, diagnosis, and resolution of complex issues.
- Analyzes and mapped data and wrote SQL scripts to extract data from SQL databases.
- Analyzes and troubleshot integration issues related to system configuration, data, maps and workflows.
- Monitors system performance to identify potential issues.
- Mentors junior team members, sharing expertise on various applications and troubleshooting techniques.
M3 Principal/Senior Application Support Analyst
Infor
11.2015 - 03.2024
- Delivered exceptional customer service by responding promptly to inquiries and offering thorough solutions tailored to individual needs.
- Spearheaded automation initiatives, streamlining repetitive tasks for increased productivity among the support team.
- Managed incident response efforts, ensuring rapid resolution of issues and minimal impact on business operations.
- Maintained up-to-date knowledge of industry trends and developments, applying this expertise to enhance application performance and user experience.
- Acted as the primary point of contact for escalated issues, taking ownership until resolution was achieved.
- Established strong working relationships with stakeholders at all levels of the organization through effective communication and collaboration.
- Provided expert advice to colleagues on best practices for application support, fostering a culture of continuous improvement.
- Championed end-user training programs, empowering users with the skills needed to effectively utilize applications in their daily tasks.
- Developed comprehensive documentation for application functionality, leading to more efficient knowledge sharing among team members.
Education
Nursing
Doctor Carlos Lanting College
Quezon City, Metro Manila, PhilippinesSkills
- Problem resolution
- Customer support
- Business analysis
- Incident management
- User training
- API integration
- Application monitoring
- Data analysis
- Training documentation development
- Customer-facing presentation skills
- Defect identification
- UAT support
- System analysis
- Problem-solving abilities
- Teamwork and collaboration
- Analytical thinking
- Technical troubleshooting
- Application support
- System testing
Awards and Recognition
Recipient of Infor Sinagtala Award - Layag for Customer Excellence 2021
Recipient of Infor Sinagtala Award - Haribon for High Flyer Performance 2023
Additional Information
Solid experience and process mastery in M3 Sales Order Management. Specializing in end-to-end Customer Order cycle from CO Entry to Invoicing and Supply Chain Management.
Timeline
M3 Application Support Lead
Infor
03.2024 - Current
M3 Principal/Senior Application Support Analyst
Infor
11.2015 - 03.2024
Nursing
Doctor Carlos Lanting College
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