Rommel Custodio

Experience

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  Accenture

  Jul 2006 - Jul 2011

  PeopleSoft - Application Analyst/Support/Developer

  As On-Call Support• On-Call batch support• Monitor the batch run and re run jobs that have failed, if necessary• Coordinate with Control M, IPS and other 3-rd party teams whenever necessary to resolve Batch issues.• Report and coordinate issues/problems that may arise during the batch run• Provide input to the Team Lead for the daily batch run status report• Batch troubleshooting and issue resolution• Coordinate communication of batch related impacts to customers• Participate on Operations Status / Incident Management meetings if neededAs Application Analyst• Monitor ITG for assigned tickets and complete work as assigned by Team Lead.• Provide assistance to the on-call support roles as needed.• Communicate problems or issues to appropriate Primary resource or the Team Lead• Report weekly status to Team Lead of work completed and work scheduled• Cross train in all areas of support to develop deep skill and system knowledge• Complete tasks/work units as assigned related to unplanned and emergency change requests.As Application Developer• Designed medium to complex project modules as specified by Client requirements• Developed technical designs and accomplished stand-alone / system testing• Performed reviews on peer developments and provided proactive feedback• Supported major releases for newly created/customized Applications in PeopleSoftAs Upgrade Developer• Designed, build and tested configurations for Application Messaging in PeopleSoft• Investigated and addressed open issues with Replatforming upgrades in PeopleSoft• Operated within the planned budget and schedule and tracked defined milestones for project completion. Show less

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  RCGIT

  Aug 2011 - Nov 2014

  IT Consultant

  REPORTING ARRANGEMENTS:Position reports to the Business Change Management team and/or designated Professional Staff. ROLES AND RESPONSIBILITIES:Provide IT user support for the deployment of Business Applications released by OIST. PRIMARY ACTIVITIES:- Provide remote/on-site assistance to staff for newly released Business Applications during the initial release:o Responds to inquiries and other concerns raised by users about the use of new business applications o Guide users on the functional input of new business applicationso Analyzes and categorizes issues (business, technical, etc.) encountered in new business applications and escalates to appropriate OIST teams for resolution- Attend training sessions and other knowledge transfer activities to understand new business applications including user roles, workflows, navigation, features and functionalities.- Participate in User Acceptance Tests and Pilot Tests of business applications before final production release. - Assist OIST teams in developing How-To's, Quick Reference Guides, FAQs and other documentation that can be used to identify and resolve business application issues.- Document incidents, note any trends, and liaise with BCMT, Project Team, and Service Desk to manage and resolve these issues.- Facilitate the training and transition of all business application-related support tasks to the Service Desk after the "transition phase" when a majority of users have already adopted the business applications for regular day-to-day use. Show less

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  Teradata

  Nov 2014 - May 2021

  -People Management: Serve as the reporting manager for TD Apps Consultants and oversees their daily activities, identify training needs, conduct periodic performance reviews, and help the employees get resolution to any HR or administrative issues. Mentors team not only on the technical skills required to do their jobs but also on soft skills such as communication, assertiveness, etc. -Oversight: Provides oversight for the offshore consultants to ensure that they are working productively, working the expected hours, adhering to company policies and serves as an escalation point for any blocking issues that the consultants may encounter.-Recruiting: Help grow the team by identifying and interviewing candidates for potential expansion and growth-Staffing: Works with the Practice Lead to manage the offshore team’s resource plan to meet staffing requirements. This also involves managing bench time when demand is low and creative thinking to maximize available time when demand is high.-Team Utilization: Works with the Practice Lead and/or US-based managers to ensure that there are ample opportunities and activities for times where there isn’t client work. These activities will include practice improvement strategies, re-usable asset building and reference artifact creation.-Coordination with US Team: Coordinates with the US-based project managers regularly to perform engagement performance reviews, keep abreast of his/her subordinates status on projects, and address any issues with offshore associates.-Project Billability: Perform projects activities serving as a senior lead providing oversight and guidance to other offshore associates.-Practice Development: Being able to continuously suggest, plan, execute and evaluate activities that will benefit the team as whole such as process improvements, technical tools and standards, quality assurance, employee engagement, etc. Show less MAJOR RESPONSIBILITIES: - Design various applications that form the company’s Integrated Marketing Management solution suite according to defined specifications- Assist in the creation of project artifacts such as functional specifications, configuration documents, quality assurance test cases, training materials and reporting of status/progress- Write functional specifications from client requirements for customizations and integrations. - Database SQL Development- Acting as a viable offshore team member on projects, contributing to and assisting in the work of multiple other consultants. Participating on small teams of US and offshore based resources.- Acquired skills in systems support and business analysis for Marketing Operations and Customer Interaction Manager applications for clients. Show less

  • Associate Practice Manager

    Jan 2016 - May 2021

  • Application Consultant

    Nov 2014 - Dec 2015
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  Eclaro

  May 2021 - Mar 2024

  Service Delivery Manager

  Work with onshore account leadership to understand and respond to the customer’s business environment and business challenges. Analyze delivery requirements and contribute to the strategic business plan for this customer Develop and implement performance metrics and reporting, escalation management and communication plans Ensure performance goals are met for all in-scope services across all engagements; identify and analyze gaps and implement corrective action plans Identify scope changes. Manage and appropriately escalate dependencies and risks with respect to work assignments.Apply project management techniques independently and manage small projects and work packages on an as needed basis; act as a team or project leader by providing managerial and technical direction Participate in and follow up on Global Delivery-related assignments, activities, and escalations to ensure timely completion and satisfactory resolutionWork with Senior Tech Lead to continuously identify and implement process and customer satisfaction improvement plans Manage expense/cost target commitments for all service delivery requirements, implementing and monitoring expense control Show less

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  Oracle

  Apr 2024 - now

  Principal Technical Account Manager