Donnie Ayra Pangilinan Email & Phone Number

Brisbane, Qld, Au

Brisbane, Queensland, Australia

Taguig, National Capital Region, Philippines

Infor is a multinational company headquartered in New York City that provides industry specific, enterprise software licensed for use on premises or as a service.ResponsibilitiesManagement and administration of the Infor Managed Services (IMS) agreements for customers in Australia, New Zealand, and US. Adheres to the company policies and procedures, project management guidelines (Agile/Prince), and best practices of service delivery, such as ITIL to ensure the successful execution of the contracts.• Manages multiple clients simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.• Acts a customer service representative for Infor, who directly addresses customer inquiriesand ensures that any issues reported are resolved smoothly.• Maintains a close collaboration between the various IMS stakeholders, including application managers, resource managers, and technical and functional support teams to implement and overview all aspects of the day-to-day operational activities.• Leads the operational meetings held with the customers related to ticket management.• Works closely with the Customer Experience Manager to achieve high service standards and provide mutual benefits for both Infor and its customers.Achievements• Maintains a 100% utilization which is 25% higher than the target set by the management.• Managed 10 US customer accounts without any escalation in 2 years and with a 96% CSAT rating.• Consistently receiving recognitions from Customer Experience Managers for the skills and work attitude that contributed to positive customer feedback.

Makati, National Capital Region, Philippines

BDO is a full-service, universal bank in the Philippines offering an array of services, including corporate and retail banking, treasury, trust, credit cards, corporate cash management, and remittances.ResponsibilitiesDevelopment, testing, and maintenance of the disaster recovery (DR) plans that will allow the bank to return to its daily operations as quickly as possible after an unforeseen event.• Worked closely with the application developers and system administrators in the development and execution of a detailed, comprehensive, and system-specific DR plan.• Ensured that the frequency of the DR plan testing is met in accordance with the bank's policies and guidelines.• Prepared the required pre and post DR testing documentation.• Documented situation reports and lessons learned for actual incidents and planned exercises.Achievements:• Entrusted to supervise three project officers after receiving positive feedback from the newly-mentored employees.• Promoted in 2020 for the 100% success rate of the DR plan implementations for 30+ systems for 2 consecutive years. • Delivered presentations to different bank departments on the DR plan details and received manager’s positive feedback for clarity and professionalism.

Singapore

Oneberry Technologies is a company that specializes in security and surveillance solutions in Singapore.ResponsibilitiesManagement of all the temporary deployment accounts for the Ministry of Home Affairs (Singapore Police Force and Immigration and Checkpoints Authority) and other special projects on security surveillance systems.• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.• Established effective communication among team members for enhanced collaboration and successful project completion.• Monitored project performance to identify areas of improvement and make adjustments.• Drafted project reports to identify successful outcomes, insights and future recommendations.

Taguig, National Capital Region, Philippines

ResponsibilitiesInstallation and configuration of all core Infor and third-party products running on Windows and UNIX machines, followed by maintenance, troubleshooting, and continuous improvement of the applications in order to maintain its functional operation as an enterprise resource planning system.• Handled daily operation tickets assisting the customer with identification and resolution incidents and service requests, making sure that it is within the agreed service level agreement.• Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.• Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.• Planned and implemented upgrades to system hardware and software.Achievements• Awarded Quarterly MVP in 2013 for receiving several positive customer feedback.• Earned a promotion in 2014 following superior performance and demonstrated ability to quickly learn and master complex concepts.• Received the Manila Center of Excellence Award in 2015 for exceptional customer service and reliability.• Managed 50+ customer accounts without any complaints in 5 years and with 94% customer rating in online reviews.

Makati, National Capital Region, Philippines

Hewlett Packard Enterprise is a multinational company that provides Information Technology and consulting services. The company's service portfolio includes analytics, cloud applications, cloud infrastructure, enterprise applications, data security services, IT outsourcing, and workplace and mobility solutions.ResponsibilitiesInstallation, configuration, administration, and maintenance of large scale global and regional Siebel ERP systems running on Windows and Unix platforms.• Enhanced customer satisfaction levels by promptly addressing concerns and providing tailored solutions.• Developed strong relationships with clients, maintaining open communication channels for smoother collaboration.• Mentored junior team members, fostering a collaborative work environment that encouraged professional growth.• Effectively resolved escalations from clients or team members by taking prompt corrective actions while adhering to company policies and procedures.• Managed multiple incidents and service requests concurrently, prioritizing tasks effectively to meet deadlines without compromising on quality standards.Achievements• Resolved incidents and service requests with a reported 97% customer satisfaction rate.• Recognised as Extra Mile Awardee in 2011 after responding to several unplanned system outages.• Entrusted to take on additional roles: Technical Service Lead Backup, Incident Management Lead Backup, and Change Management Lead after proving my ability to solve difficult problems independently and efficiently.