Ed Munarriz Email & Phone Number

National Capital Region, Philippines

Responsible for monitoring ongoing projects of the Compliance team. Working closely with team members to ensure that all project requirements, deadlines, and schedules are on track. Submits project estimates, prepares status reports, establishes effective communication with stakeholders and execution of project plans.

Mandaluyong, National Capital Region, Philippines

Coordinate client needs with appropriate internal departments and client solutions resources. Manage client expectations and provide timely, proactive feedback to the client and internal Teleperformance resources. Ensure all stakeholders are fully briefed on all aspects of the implementation process.Achievements:o Launched BPO services for a major Retail cliento Expanded services for both Local and US based Telecoms clientso Expanded services for a financial client

Greenfield, Mandaluyong

Technical Account Management team - Built strong and positive relationships with clients. Managed all projects to improve client services. Ensured company financial targets are achieved. Defined/managed the IT Disaster Recovery Strategy for the client.Achievements:o Achieved and maintained a service/health score of GREEN based on client’s RAG statuso Maintained above 99.5% End to End service availability on the client’s IT infrastructure o Maintained below 75% bandwidth utilization as per client’s requirementsProject Management team – Successfully delivered infrastructure projects within timelines in the US, India and APAC. Coordinated with various teams responsible for networks, servers, storage, desktops/laptops and telecommunications.

Global One Eastwood Q C

Projects/Teams managed:Resource Management – executed the staffing management plan. Monitored timetables for staff acquisition and release, identification of training needs, etc. Managed staffing demand/supply and adjusted the strategy based on business needs.Achievements:• Analyzed resource requirements and propose strategies to fulfill demands• Organized and planned strategies and updates to grow the resource base• Maintained Bench resource levels according to fiscal year targets (approx. 10% of total Headcount)• Ensured profitability and chargeability targets by maintaining overall costs of the Delivery CenterAPPLICATION MAINTENANCE for a Consumer Goods company – monitored the client’s retail operations. Performed maintenance and enhancements to the client's system.Achievements:• Managed weekly SLA performance metrics within expectations• Validated and maintained monthly finance charges/budgets for the client• Managed a team of 25 resources to deliver technology solutions Business Operations – implemented finance directives and aligned organizational performance with Global objectives. Provided Business operations service and support for Internal Groups.Achievements:• Was the IT representative and liaison to Facilities & Services, Infrastructure Services and BPO • Provided Space Management strategies within 96% utilization• Achieved annual Business Operations objectives

Projects managed:ORACLE MIGRATION FROM 8I TO 10G for a local government office – implemented the migration of an existing insurance system from Oracle 8i to 10g and migration of Forms and Reports from 2.1 to 10g.Achievements:• Resolved personality conflicts between client and technical team• Successfully coordinated hardware and software installation requirements with other vendors• Delivered project within schedule and budgetDB2 TO ORACLE MIGRATION for a local government office - implemented the migration of the company's database from IBM DB2 to Oracle while improving functionality. Achievements: • Implemented project 1.5 months ahead of schedule• Resolved issues and delays to the project in a timely fashion

Projects managed:24X7 PRODUCTION SUPPORT for a Global Investment Bank - Transitioned client’s production support from another vendor.Achievements:• Organized a new team of 12 resources to take over 24x7 production support• Created the business proposal and cost-benefit analysis to justify cost reduction TECHNICAL DOCUMENTATION AND PRODUCT MANAGEMENT for a Global Investment Bank - Provided technical documentation requirements of the client. Maintained the client’s website, created presentations for company directives and reference documents. Achievements:• Managed all technical writers• Addressed offshore team’s personal issues and concerns• Expanded team’s productivity by 12% to include graphic arts and marketing materialsSYSTEM MAINTENANCE for a Security Services Company - Developed the Service Delivery Dashboard to monitor client’s operations. Tracked service performance across residential, commercial and service calls. Provided updates on key performance metrics.Achievements:• Managed work assignments of offshore resources • Successfully maintained project expenses within the client’s approved budgetSYSTEM DEVELOPMENT for a US Manufacturing Company - Developed a system to enable the creation, administration and analysis of current and future Marketing Programs. Achievements:• Achieved 100% process compliance• Managed various offshore resources located in the Philippines, India and the USSYSTEM ENHANCEMENT for a Pharmaceutical Company - Revised the client’s system to comply with a government mandate in handling administrative and financial transactions. Achievements: • Delivered required system changes within agreed timeline and budget• Strengthened the company's process Infrastructure;

Singapore

Online Authorization Team for Western Europe - Designed the Credit Card Authorization System to cater to the ever-changing requirements of Western Europe and Latin America credit card businesses. Achievements:• Successfully migrated a major data center within Western Europe to lower overall operating costs without sacrificing daily operations• Successfully established a separate development center in Chennai, India• Delivered system changes to Relationship Managers and Business Users • Supported Western Europe and Latin American businessesOnline Authorization Team for Asia Pacific - Maintained the Credit Card Authorization System to validate credit card transactions thru various interfaces, e.g. POS and ATM systems. Achievements:• Expanded and supported Asia Pacific businesses

Singapore

Achievements:• Expanded and maintained the Credit Card Authorization System for Asia-Pacific of Citibank, N.A. • Maintained the CARDPAC system of Citibank

Philippines

Retail Banking Team – maintained the CASA system and its interface systems (e.g. ATM and Branch Banking systems)Achievements:• Successfully managed volume testing of the Systematics software• Designed a strategy to all systems of a customized Systematics package • Functioned the bank’s liaison to Megalink