Erik John Jacob

Experience

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  Colegio de San Pascual Baylon

  Nov 2001 - Mar 2005

  College Computer Instructor

  Subjects Taught:• Logic Design and Switching Theory• Structure of Programming Language• Operating Systems• Discrete Structures• Data Structure and File Organization• Computer Architecture• Spreadsheet

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  Night Hawk Detective and Security Agency

  Feb 2005 - Sept 2005

  Systems Analyst/Programmer

  • Programmed and developed system programs that handled the payroll accounting of more than one thousand two hundred security guards and the billing of over three hundred clients.• Maintained the credibility of the payroll and billing systems since their earlyimplementation (Payroll: April 1-15, 2005; Billing: August 1-15, 2005).• Improved significantly the payroll-billing process in both time and work consumed.• Programmed and designed a horse race analyzer program that computes for the possible time outcome of horses (A pet project of the Chairman of the Company). Show less

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  Philippine Marketing Excellence Awards/Essence Magazine

  Sept 2005 - Jan 2007

  Systems Analyst/Programmer

  • Programmed and developed several system programs that dealt with incoming payment of customers from 21 branches nationwide.• Architected a system to handle entry of potential customer leads, this system analyzes syntactic elements of titles . The system accepts roughly Four Thousand leads a day entered by four encoders in parallel.• Improved considerably the operation efficiency of the accounting department by creating voucher-payment system programs and streamlining the whole process resulting in a faster execution of involved tasks.• Designed and programmed a commercial software called I-law 2007/Legis Rex 2007 that does lexical searches to decisions rendered by the Philippine Supreme Court. It allows a user to search any word, phrase, case title, docket number, SCRA Vol. No. or Phil. Reports Vol. No. from decisions of the Philippine Supreme Court from 1901 to 2007. Documents that match the criteria are listed at the Search Result list. The software will continue to search for all other cases while the user can progress with the already found documents. Show less

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  Accenture

  Jan 2007 - Apr 2012

  Senior Software Engineer/Analyst Programmer

  • Have been deployed to two Diamond clients of Accenture in the Financial Sector which is an ITIL practicing project and in the Communications Sector. Also got involved for a short time in a Mobile development project.• Custom developed using Java, Oracle and Unix as main technologies. Developed and supported web applications that used J2EE, Java Servlets, JSP, HTML, SQL, Unix/Linux Scripts and Batch Jobs. Used Eclipse, WSAD, Apache-Tomcat, SUN Netscape iPlanet, Websphere Application Server, TOAD, Putty, Telnet, FTP.• Hands-on experience creating System Requirements/Detailed Designs/Unit Tests/Deployment Plans, estimating projects, coding, unit testing.• Instrumental in the setting up of a Kony Server which is a middleware that interfaces with the Kony mobile phone application. The task involved preparing a Debian Linux OS on an Oracle VirtualBox VM, configuring the Java VM, Apache-Tomcat AS, MySQL DB Server, installing SSL Security Certificates, LDAP authentication and setting Kony Server specific configurations. • Spearheaded the journey of a start-up project in Accenture to become Information Security Management System (ISMS) compliant and setting up of Business Continuity Management (BCM). Tasks involved creating several supporting documents, process documents and document templates; did information dissemination through brown-bags and establishing self as key resource or point-of-contact for security specific questions. Prepared a Business Continuity Plan (BCP) and a disaster recovery exercise for the project.• Instrumental in setting up a start-up project to adopt a Systems Development Life-Cycle (SDLC) process and utilize the Accenture Delivery Methods (ADM). Tasks involved creating and tailoring ADM documents for the project to use and provide direction and guidance on processes in the several stages of SDLC – Analyze/Estimate, Design, Build, Test and Deploy.• Nominated by his project for Accenture Gantimpala Award - "Likha - The Value Creator Award" Show less

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  UST Global

  Apr 2012 - Oct 2013

  • Managed an enhancement project consisting of 6 Developers, a Technical Lead, a Business Analyst and a Test Lead for a large retail company in the USA.• Worked directly with the U.S. client's Systems Delivery Lead.• Delivered 3 Major and 2 Minor Releases; 3 Mini-Projects on top of regular enhancement releases.• Established a team culture of close collaboration that is highly engaged with the work they do for the client; a team that aspires to bring more value.• Increased the release enhancement ticket delivery by 50%.• Doubled the enhancement tickets delivered per developer.• Established vital roles to team members: Asset Manager, Infrastructure Manager, Down-time Manager.• Established the following activities: Drop-All-Things Session and Share-What-You-Know Sessions.• Established a Weekly Status Reporting(WSR) to efficiently capture team status and metrics.• Created a welcome pack coding exercise for new developers to get familiar with the application's code very quickly.• Formulated the following template and trackers: On-boarding, Off-boarding, Offset Tracker, Downtime Tracker, Asset Tracker.• Owned and updated the Project Management Plan document.• Passed an Information Security Audit performed by an external auditor KPMG with only minor observances.• Performed a Mid-Year Performance Review of 7 resources.• Received a high rating of 4.1 out of 5 from a company wide 2013 People Management survey; ranking high on "Interpersonal Skills", "Managerial Capability" and "Leadership Skills" category.• Due to the team's improved level of work and strong results, client has pulled back awardingthe project to another vendor and keep the work to USTG Manila. Show less • Have been deployed to a project supporting a large retail company in the USA.• Enhanced a Java Swing application that integrates to a Vitria BusinessWare platform with an Oracle database on a Linux server. The application is a pharmacy retail system that handles theprocess for filling prescriptions following the standard protocols set forth by U.S. laws.• Created a JNLP/Java Web Start site for Manila that allows users to start the application software for the Java Platform directly from the corporate intranet using a web browser.• Created a mini-application to mimic another third-party application's behavior to save on purchasing the proprietary software.• Maintained and administered a Vitria Server on a CentOS.• Setup third-party interfacing applications and their infrastructures for the Manila Server like CUPS, Admin Consoles, JNLP Site, Data Warehouse, Drug Utilization Review Systems. Show less

  • Project Manager

    Jan 2013 - Oct 2013

  • Systems Analyst

    Apr 2012 - Jan 2013
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  Cloud Sherpas

  Oct 2013 - May 2014

  Implementation Specialist - ServiceNow

  • Application UI Configuration, Workflow Configuration, Development of required client specific reporting, Development of required integration components (SSO, LDAP, etc) and Data Import.• Heavy development on background scripting for Client Scripts, Script Includes, Transform Scripts, Business Rules, UI Pages with Ajax Calls and Workflow Scripts.• Extensive use of Logging, Debugging and Script Background.• Service-Now Certified System Administrator.

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  Bank of the Philippine Islands

  May 2014 - Dec 2014

  Business Analyst / Manager

  • Reviewed vendor proposals, contracts, statement of work and infrastructure costs among others.• Analyzed feasibility, cost implications, IT infrastructure and resource pool for a large and complexIT solution.• Prepared the needed documentations for vendor selection process.• Prepared a cost sheet representing the various cost and fees for the needed infrastructure andcontracted services for a project spanning several years.• Managed the implementation of a vendor contracted solution. Show less

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  Stratpoint Technologies, Inc.

  Dec 2014 - May 2021

  Manage the overall operational activities of the ITSM department.Recognized for 2 consecutive years (2018 7 2019) as the top department of the company based on the result of Employee Satisfaction Survey performed annually. No ESAT was performed in 2020 due to the pandemic lockdown.Uninterrupted operations despite the Global Covid Pandemic in 2020. Shifted operations mode to be able to support work-from-home employees from support requests to delivery of IT Assets.Managed the setup of IT Infrastructure (Network & Internet, CCTV, Telephony, Server Room) of the company’s 3 new office sites.Contribute to the firm’s strategic Information Technology planning and research, report and recommend new initiatives.Recommend and coordinate purchases of technology that will increase business efficiency, save money and facilitate corporate expansion.Defined the various levels and roles in the ITSM department for career progression and functional ownership.Develop Process Automation to manage and control dissemination of critical data.Managed the procurement of NetSuite for the Finance Department; Reviewed other products, reviewed contracts & recommendation to the CEODelivered a training as a speaker of “Data Visualization”.Information Security. Institutionalized the InfoSec function in the company. Work with the Data Privacy Office to ensure corporate and employee data are secured. Delivered a training as speaker of “InfoSec 101”.Security Operations Lead. Institutionalized the SecOps function in the company. Performed 18 Vulnerability and Penetration Testing & Source Code Review activities over 10 Projects.Business Continuity Manager. Created and rolled-out a Call Tree Tool to quickly facilitate the BCP call tree process Show less • Definition and maintenance of resource pool regarding availability and skills• Develop and maintain a resource plan and strategy.• Ensure the timely fulfillment of resource requirements for all software delivery functions addressing shortage, conflicts and skill gaps.• Ensure resource requirements are fully understood and an accurate reflection on what is required, to ensure the correct utilization of resources.• Drive the utilization targets of the company.• Review resource plan, identify availability issues and provide proposals to resolve, working with the Sales and Marketing Head, Head of Delivery and Human Resource Manager.• Acquire resources from third-party providers.• Prepare and review resource utilization forecasts report to the CEO.• Identify middle to long-term resource demands; plan to address any gaps.• Develop the tools needed to get an accurate view or resource utilization.• Conduct Culture-Fit interviews on applicants.• Manage the firm’s seat plan.• Implemented a Feel-Good Factor survey to get an insight into the happiness level of its resources. Show less • Managed and executed 13 projects in the field of Mobile(Android and iOS), Web, Big Data/MachineLearning and Incident Management. Each project composed of 1 to 6 team members of front-enddeveloper, back-end developer, quality assurance, user experience/graphics designer, junior datascientist and incident managers.• Prepared project management plan, project estimate, project timeline, and resource requirements.• Prepared performance reviews and provided career counseling to subordinates.• Established project structure and resourcing plans, and managed the resourcing process, whichmay include selection of personnel from partners and customers.• Lead and motivated the project team; setting of goals, objectives and priorities; assign and reviewwork output.• Acted as the primary interface with the customer on issues regarding project deliverables. Agreewith the customer for requirement switch, deviate from scope creep and raise change requests toclient as needed.• Ensured that approved methods, processes and tools are consistently adhered to by the team.• Reported on project progress at established intervals to the customer and upper management.• Handled 36 pre-sales projects. Prepared proposal requirements such as Business Requirements,System Requirements, Screen Mockups, Timeline, Team Composition and Assumptions.• Held the role of Resource Manager which is responsible for assigning resources to projects,ensuring pipeline of resources and managing benched resources. Show less

  • ITSM Manager

    Mar 2018 - May 2021

  • Project Manager - Bench

    May 2016 - Jun 2020

  • Resource Manager

    May 2016 - Jun 2020

  • Project Manager - Delivery

    Dec 2014 - Apr 2018
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  Accenture

  May 2021 - Feb 2024

  Program & Project Mgmt Manager

  ● Managed the delivery of localizing a health rewards application project using Java as back-end & Android/iOS as the mobile front-end.● Managed the ServiceNow DevOps operations of a Canada based eye health product company.● Managed the ServiceNow DevOps operations of a Canada based HR services company.● Contributed to the successful winning of a pre sales project deal for a client in Japan.● Maintained a zero attrition for more than 15 months.● Maintained a zero P1 and P2 for more than 21 months.● Maintained a zero SLA Breached for more than 24 months.● Received a high 4.67 out of 5 Client CSAT result. Show less

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  Stefanini Group

  Feb 2024 - now

  Senior Service Delivery Manager

  ● Manage end-to-end ServiceNow service operations for 14 North American clients, ensuring high-quality consulting, support, maintenance, and upgrades.● Oversee three teams with 28 professionals, including Consultants, Senior Developers, Administrators, and Customer Success Liaisons, utilizing a multi-level leadership approach to handle diverse responsibilities.● Govern service operations, including incident management, SLA adherence, admin requests, and minor enhancements, ensuring seamless and efficient service delivery.● Lead workforce planning and resource management, optimizing team capacity while conducting culture-fit interviews to maintain a high-performing workforce.● Analyze performance metrics using ServiceNow reports, Excel, and data visualization tools, providing actionable insights through data storytelling techniques to enhance operational efficiency.Improve processes based on proven experiences, ensuring efficiency, service quality, and compliance with industry standards.● Manage ServiceNow instances integrated with multiple cloud-based applications, ensuring interoperability, stability, and optimized performance, while driving operational excellence and streamlined service delivery across teams.● Oversee communication with third-party vendors, including ServiceNow’s HI Support, managing escalations and ensuring effective issue resolution.● Govern ServiceNow upgrades, version releases, and patch deployments, minimizing disruptions and maintaining platform stability.● Work night shift schedules with on-call responsibilities during weekends and off-business hours, ensuring continuous service availability and operational stability.● Thrive in a fast-paced, high-pressure environment, balancing multiple priorities to maintain service excellence and client satisfaction. Show less