Vic Russell P. Patrona
Mandaluyong City
Summary
Dynamic leader with proven track record of successfully managing projects and initiatives and achieving desired business objectives. Skilled in developing and executing strategies, managing budgets and resources, and leading cross-functional teams. Consistently produces tangible outcomes that exceed expectations. Ready to apply 19 years of Information Technology experience to new professional challenges with growth-oriented organization.
Overview
21
21
years of professional experience
3
3
Certification
Work History
MANAGED SERVICES HEAD / SENIOR PRACTICE MANAGER
ECLARO, PHILIPPINES.
QUEZON CITY, PHILIPPINES
05.2021 - Current
- Provided ongoing direction and leadership for program operations.
- Developed Snowflake program from ground up, laying out framework, and defining roles.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Maintained and updated project related documents.
- Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.
- Established program policies and procedures to comply with regulatory requirements.
- Supervised program staff, managing and evaluating performance provide high-quality services to program participants.
- Coordinated budgeting, scheduling and resource allocation to facilitate smooth flow of operations.
- Communicated regularly with stakeholders, updating on progress to build support for program.
- Recruited and trained staff and volunteers to upgrade collective team skills.
- Monitored project team schedules, conformance to guidelines and quality.
SERVICE DELIVERY MANAGER / MANAGED SERVICES HEAD
TERADATA CORP.
BGC, TAGUIG CITY
02.2017 - 05.2021
- Responsible for team operational schedules, hours of coverage, on-call, etc
- Acted as primary point of offshore contact with the assigned Service Manager and customer
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Participated in Service Management meetings and all critical customer interactions
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Ensured weekly, monthly and quarterly deliverables are achieved and reviewed all customer roadmaps to ensure both tactical and strategic impact can be achieved
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Coordinated new hire recruitment, training and development.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Implemented and maintained processes on respective projects
- Lead the Midyear & APSR rating processes and prepared required documentation (PIP/Development Plan) for Low rating cases
- Coordinated with IT Security Team and ensured readiness for any ISO/Customer Audits per the specific Requirement.
SERVICE MANAGER
TERADATA CORP.
BGC, TAGUIG CITY
02.2017 - 05.2019
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer available solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Analyzed service reports to identify areas of improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Monitored service staff performance and provided feedback for improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved customer complaints in professional and timely manner.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
DATABASE ADMINISTRATOR (TEAM LEAD)
TERADATA CORP.
BGC, TAGUIG CITY
07.2012 - 04.2017
- Lead the Production Support Team of the project which provided assistance on data warehousing specifically on Teradata Application
- Administered, supported, and monitored databases by proactively resolving database issues and maintaining servers.
- Coordinated with project management on database development timelines.
- Developed scripts and processes for data integration and maintenance.
- Worked with staff to develop and implement procedures to prevent data loss and maximize system availability.
- Modified databases to meet needs and goals determined during planning process.
- Utilized RDBMS tools and utilities to monitor, tune and optimize system performance.
- Set up and controlled user access levels across databases to protect important data.
- Provided Personnel Management to the team in the form of creating Shift Schedule, Distributing weekly hours for timesheet, One-on-one discussion/Team Meeting and coordinated team staffing
- Functioned as Process Manager by focusing on improving and enhancing existing process, creating new process
- Served as final point of Quality Control/Quality Assurance for the all deliverables
ORACLE DEVELOPER / ORACLE DATABASE ADMINISTRATOR
ACCENTURE, INC.
CYBERGATE 2, MANDALUYONG CITY
04.2007 - 06.2012
- Developed or customized Oracle reports and forms to meet functional business requirements.
- Followed standard methodologies on coding to write clean and self-documenting code.
- Worked with end-users and functional analysts to capture and document business requirements.
- Consulted with users on priorities, complexities and other impacts to provide time and cost estimates for proposed changes.
- Provided technical expertise to support daily operations in Oracle applications.
- Gathered and documented business requirements to determine capabilities to be delivered.
- Proposed database changes to ease monitoring and administrative effort.
- Provided resources and skill sets to support DBA functions for applications.
- Established working relationships across various departments to understand existing and emerging IT requirements.
- Developed automated processes to manage database creation in virtualized or cloud environment.
- Troubleshot database issues to create and resolve trouble tickets.
- Participated in situation management of incidents to support database operations.
- Liaised with system administrators to monitor, troubleshoot, triage and provide RCAs for incidents.
- Monitored and analyzed database activity to identify and prevent incidents and recommend performance improvements.
- Implemented security measures to protect vital business data.
DATABASE ADMINISTRATOR
INTERNATIONAL EXCHANGE BANK
MAKATI CITY
02.2005 - 04.2007
- Maintained and monitored the database management system
- Managed database availability, physical & logical structures and security
- Performed backup and recovery of the databases
- Installed software to some users
- Monitored disk usage
- Supervised database and application loading
- Provided support to users and application developers
- Evaluated and tests new products/tools for DB monitoring, archiving and other DB maintenance
- Perform Data Warehousing (Uploading and Extraction of data from different systems) thru Microsoft SQL Server 2000
- Created/granted users in various systems.
IT HELPDESK ANALYST
INTERNATIONAL EXCHANGE BANK
MAKATI CITY
01.2004 - 02.2005
- Validated results and performed quality assurance to assess accuracy of data.
- Supported and gave immediate and basic solution/feedback to users on their queries and problems
- Identified and resolved problems through root cause analysis and research.
- Updated the user regarding their documented problems and assisted them on how to use the system of the bank
- Installed and demonstrated Payroll System to clients of the bank
- Supported branch opening of the newly open branches.
CUSTOMER SERVICE ASSOCIATE
INTERNATIONAL EXCHANGE BANK
MAKATI CITY
10.2002 - 01.2004
- Responsible in posting the day to day transactions of the branch.
- Responded to customer calls and emails to answer questions about products and services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Increased revenue by cross-selling and upselling products and services.
Education
Bachelor of Arts - Computer Engineering
UNIVERSITY OF SAN AGUSTIN
ILOILO CITY03.2001
Skills
- Managed Services
- Program Leadership
- Strategic Planning
- Personnel Supervision
- Task Delegation
- Strategic Leadership
- People Management
- Policy and Procedure Improvement
- ITIL Process (Service Management, Change Management, Incident Management and Problem Management)
- Database Administration
- Customer Service
- Warehousing practices and procedures
- Digital banking products and services
- Best practices
- Best practices knowledge
Certification
- Teradata Global Consulting Excellence Awardee
- Teradata 16 Database Certified Associate
- Teradata 12 Basic Certified
- ITIL v3 Foundation Certified
- Oracle DBA Certified Associate
Accomplishments
- 10 Years of Service Award, Teradata Corporation, 07/2022
- Teradata Global Consulting Excellence Award, March 8-12, 2015, Maui, Hawaii
- ATHLETE OF THE YEAR, University of San Agustin, Iloilo City, 03/2001
- PHILIPPINE NATIONAL TEAM PLAYER – 11th ASIA PACIFIC CUP (MEN’S VOLLEYBALL), 06/2000, Fukuoka, Japan
Personal Information
Place of Birth: Iloilo City
Seminars Trainings Attended
- DEVELOPING A LEADER WITHIN YOU, 08/19/2015, Bonifacio One Technology Tower, BGC, Taguig City
- Teradata Tech Lead Update, 05/19/2014, Sheraton Hotel, Dallas, Texas
- ITIL v3 Foundation Training, 04/27/2011, Accenture, Cybergate 3, Pioneer, Mandaluyong City
- Oracle 11g Database Administration, 10/04/2010, Oracle Training Center, Pacific Star Building, Makati City
- Coaching in the Workplace, 10/07/2008, Robinson’s Cybermall, Pioneer, Mandaluyong City
- ORACLE 10g DATAWAREHOUSE TUNING, 08/19/2008, Oracle Training Center, Pacific Star Building, Makati City
- Effective Cross-Cultural Communication, 02/06/2008, Gateway, Cubao, Quezon City
- Oracle 9i Database Release 2: SQL
- Loader, 01/21/2008, Cybergate 2, Pioneer, Mandaluyong City
- CMMi: Software Quality Assurance Training, 08/02/2007, Robinson’s Cybermall, Pioneer, Mandaluyong City
- CMMi Overview, 06/06/2007, Gateway, Cubao, Quezon City
- ORACLE TO SQL SERVER MIGRATION, 02/24/2006, Shangri-La Makati Hotel, Makati City
- SQL SERVER 2005 and VISUAL STUDIO HANDS-ON TRAINING, 11/17/2005, DB Wizards Training Center, Valero St., Makati City
- ADMINISTERING SQL SERVER 2000, 08/15/2005, Edupro Training Center, Amorsolo St., Makati City
- ORIENTATION ORACLE SUPPORT SERVICES, 03/18/2005, Pacific Star Building, Makati City
- BASIC BUSINESS PRESENTATION, 11/2004, iBank Exchange Building, Amorsolo St., Makati City
References
AVAILABLE UPON REQUEST
Languages
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
MANAGED SERVICES HEAD / SENIOR PRACTICE MANAGER
ECLARO, PHILIPPINES.
05.2021 - Current
SERVICE DELIVERY MANAGER / MANAGED SERVICES HEAD
TERADATA CORP.
02.2017 - 05.2021
SERVICE MANAGER
TERADATA CORP.
02.2017 - 05.2019
DATABASE ADMINISTRATOR (TEAM LEAD)
TERADATA CORP.
07.2012 - 04.2017
ORACLE DEVELOPER / ORACLE DATABASE ADMINISTRATOR
ACCENTURE, INC.
04.2007 - 06.2012
DATABASE ADMINISTRATOR
INTERNATIONAL EXCHANGE BANK
02.2005 - 04.2007
IT HELPDESK ANALYST
INTERNATIONAL EXCHANGE BANK
01.2004 - 02.2005
CUSTOMER SERVICE ASSOCIATE
INTERNATIONAL EXCHANGE BANK
10.2002 - 01.2004
Bachelor of Arts - Computer Engineering
UNIVERSITY OF SAN AGUSTIN