Miguel Harper

Experience

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  Accenture

  Mar 2005 - Jul 2011

  Assistant Manager

  Responsible for leading and managing client project teams’ daily operations while acting as the Delivery Centers interface with Accenture Lead Regions and client executives. Overseeing all aspects of operational support inclusive of administrative support, operations control, and project management support functions. Work with the client to set strategies and execute these strategies in tandem with the client. Combine project management skills and knowledge of compliance processes & best practices to support client projects.Managing the performance of personnel under supervision. Utilizing supervisory skills, customer service skills and technical abilities to manage the teams' day-to-day responsibilities as they relate to their specified Service Level Agreements (SLA) and Standard Operating Procedures (SOP) and specific customers. Accountable for all contacts received which are processed by personnel and supervising teams when necessary. Providing technical assistance and training for personnel, and responsibility for handling outage notifications and escalations. Resolving complex problems and periodically assisting Level 2 Personnel. Show less

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  Fujitsu

  Jul 2011 - now

  Handling delivery of Small to Enterprise Infrastructure Projects for Oceania Region. Largest project handled was SAP with a budget of more than AUD1.3M with migration to HANA and custom storage NetApp and Veritas Backup solutions implemented. Other notable projects handled as lead are as follows:a) BlueCoat Proxy b) Canon Follow Me Printingc) VPN & LB NetScalerd) iSell B2B Purchasing Portale) Citrix VDI Farm f) ReadSoft g) Active Directory Migration and Decommissioningf) Synmantec VIP 2FA Show less TransitionManaging and delivering of Key Service Transition Projects and Programs of work that are organizationally complex, carry a high degree of risk from start through to in life service and require a Project experience and commercial understanding.OperationsAccountable for management and performance of service delivery teams; direct liaison for operational issues and directives for Fujitsu and its customers. Serving as a member of the Management Team along with HR, Global Delivery Center Head, with the primary responsibility ensuring organizational and operational effectiveness of resources by providing leadership for the organization's service delivery teams. Working with the management teams in the Philippines and in Lead Regions contributing to the development and implementation of organizational strategies, policies and practices. Additionally, informing and reporting to Directors and General Managers at the highest levels in the organization to meet financial, service and contractual targets.Business ContinuityAuthoring and Developing Business Continuity Plans within the service delivery teams. Ensuring effective and compliant plans are in place for each key service to mitigate the impact of a disruption of normal business operations. This includes collaborating with service delivery leaders for separate customers, Bid and Transition Teams to strategically improve BCP for existing and new accounts. Assist with requests for appropriate BCP actions and drive alignment with the overall Operational strategy. Testing and Improving in-place BCP Plans to ensure effectiveness and redundancy. Show less

  • Senior Project Manager

    Mar 2015 - now

  • Service Delivery Manager

    Jul 2011 - Feb 2015