Francis Irwin Bautista Email and Phone Number

-Triages Incoming tickets and to ensure that:--client requests are completely and accurately indicated,--client contact information are available --tagged with proper ticket category, ticket type, priority, queue, issue type and sub-issue type--correct contract and work type are selected--correct SLA information is used-Manages and coordinates service calls for on-site jobs-Ensures balanced team capacity-Conducts regular reviews of Open Tickets to ensure --ticket status, work details and next actions are updated and executed--upcoming SLA events are not missed--change in work type and contract are done when necessary-Maintains regular cadence with company director regarding Service Desk status, team performance observations and recommendation-Conducts review on Completed Tickets to ensure that:--work detail information are clear and complete, --time entries and travel entries are using the right contract and work type --milestones on fixed price contracts are completed and ready for billing--charges are all listed with correct price as compared to what was quoted to client and are marked ready for billing-Conducts periodical review on clients’ contract usage and recommends changes if needed basing on analysis of the recent trend

-Maintains hosting contracts for over 120 accounts and domain renewals of over 150 accounts-Maintains budget for domain company’s domain reseller account-Managed domain migration of 80+ domains when the company changed to a new domain reseller account for .ie domains-Works on domain migration and registration -Works on website migration of newly acquired websites-Creates new account in Web Host Managing system when new customers are acquired-Processes creation of services for newly acquired customers or existing customer who would like to add/upgrade/downgrade any existing subscription-Handles DNS Zone management for hosted accounts-Conducts website maintenance quarterly for 30 wordpress websites hosted in company server-Handles minor website updates/fixes-Coordinates with partner website designers/developers for clients who want to have major website updates/redesign or having complex issues on their website

-Managed website development of 4 projects. (paristexas.ie, wallsloughvillage.ie, amberwomensrefuge.ie and thecuttingvedge.ie).-Revitalized Wordpress Maintenance activities. Managed peak of 46 Wordpress sites.-Set-up of Cloudwaitress for order page of The Cutting Vedge (restaurant)-Conducted website maintenance quarterly for 30 wordpress websites hosted in company server-Handled minor to medium website updates/fixes-Escalated to partner website developers for complex website issues

-Partnered with Amazon Web Services (AWS) Business Representatives and Accenture Amazon Web Services Business Group (AABG) global leaders to make and take decisions and derive solutions for increasing skill level of Accenture resources on AWS tools and environment, increasing opportunities for Accenture and AWS businesses tailoring services based on client needs and out-maneuvering competitors in the cloud business-Maintained regular cadence with AABG Leaders in North America, Europe, South East Asia, Australia and New Zealand and Accenture’s Solution Architect teams to discuss business opportunities, alignment of internal Accenture targets and general direction of client needs in the cloud business-Works with AWS Capability tower managers for topics covering Training and Development, SME Analysis and Recommendations and Asset Creation.-Collaborates with different groups managers/leaders/specialists for topics covering Recruitment, Staffing, Skill alignments, Resource Management, Asset Management, Financials and general Business Operation requirements

Service Manager for the Master Data Governance Application Maintenance team. -improved team SLA to 95% from 80%.-increased the team’s headcount from 3 to 6 resources as a result of performing trending, capacity and volume analysis.-retained 2 employees by proactively handling team engagement.-facilitated role progression of a senior resource who helped seed another opportunity needing the same skillset, and allowing new members to step up to new roles and responsibilities in the team

As Project Manager, lead the successful delivery of 5 Project Work Orders.-responsible for project finance reporting, resource management, project status reporting and client relationship management-proposed and executed an alternative solution in data extraction and migration requirement which reduced man-hours by 25% and removed unnecessary steps in delivering expected outcomesAs Solution Architect, responded to several project work order requests with estimated project cost, suggested pyramid and business solution. Also worked on ballpark estimates for potential work opportunities in this engagement.-gathered details on requirements asked by clients-collaborated with Workstream SMEs in crafting solutions that meets client needs-produced cost estimate, staffing pyramid and timelines with consideration on upcoming events such as holidays, resource skill levels and company earnings

managed and led a team of ABAP and JAVA developers who implemented a new Track Inspection System (in Proof-of-Concept status) which replaced the Legacy system.-participated in project mobilization to complete activities such as finalizing roster composition, setting up client data protection protocol and setting up business continuity strategy.-managed performance reviews and skill ups for the team-represented the team in North America Business Status Meetings-Under my leadership the project was delivered with no major issue and maintained green status through its lifecycle. This has been achieved by closely monitoring team deliverables and maintaining transparent relationship with the client team.-successful implementation of this Proof-of-Concept solution enabled Accenture to gain ground in the Rail and Transportation portfolio

managed nine project teams with a total of 25 resources that supported multiple client teams in the Business Operations and Technology Operations area. These project teams supported Client Data Protection, Resource Management, Invoicing, Solution Contingency, Pipeline Reporting and Performance Reporting. -In this umbrella of teams, I worked with Operations Leads in Technology Consulting, Management Consulting and Delivery for Accenture AAPAC region and ensured that project teams are compliant to Accenture Delivery Methods for them to be able to continue conducting business smoothly.-managed career progression and performance reviews for the resources-grew the account by 30% of the headcount by bringing in new projects-Business Continuity Process Associate Manager for PCS Accenture Cebu (2016 – 2017)-Resource Alignment and Talent Fulfillment Manager for Accenture PCS Cebu (2015 – 2016)

Assistant Manager of the India Delivery Center Controlling PMO team which provided project deliverables quality support for Technology for Operations projects.-planned and executed Delivery Excellence reviews that must be conducted regularly covering pre-Go Live reviews, Working Sessions and Kick off Sessions for new projects and retro-active reviews for projects having internal issues-guided project teams to maintain or align to Green status-conducted pre-Go Live reviews to assess the quality and completeness of deliverables before Go-Live for major releases which ensures adherence of projects to contractual obligations

led teams doing Application Development and Application Maintenance for companies in CMT and FMCG industries.-North American semiconductor company--worked with a team of ABAP Developers and Functional resources in Finance and Materials Management modules to deliver SAP work for the company who, at the time, have started acquiring SAP-CRM environment to support their sales department. We developed required custom objects needed for driving/shaping the client's SAP-CRM engine.-German-based CMT company--led a team of ABAP Developers Functional resources in Materials Management, Finance, Purchase to Pay and Order to Cash modules in delivering ABAP implementations--represented the Offshore team during project meetings--helped manage career progression and performance reviews of team members--handled capacity planning and task distribution-Brazilian-based international consumer goods company--managed and led a team of ABAP Developers performing 24/5 support to Brazilian client under FMCG industry--conducted technical reviews to issue resolutions done by team members--represented the Offshore team during project meetings--helped manage career progression and performance reviews of team members--handled capacity planning and task distribution

took part in several projects in SAP-ABAP and performed Data Conversion, Data Migration, Systems Implementation and Application Maintenance.-handled medium to complex issues as an Offshore Application Maintenance Analyst / Senior Analyst in Purchase-to-Pay and Order-to-Cash workstreams for Accenture Spain Delivery Center-SAP-ABAP Capability Engagement Team Lead for Accenture Cebu (2011 – 2012)-SAP-ABAP Capability Engagement Team Member for Accenture Manila (2010 – 2011)-SAP-ABAP Forms SME team member in Accenture Manila (2008)conducted technical peer reviews for programs developed by peers and juniors in the team-designed and developed several SAP-ABAP Reports, Enhancements, Forms and Conversion programs for clients under Communications, Media and Technology, Pharmaceutical and Food industries-assigned to Thailand for 2 weeks to accurately develop printout forms and act as liaison for the Offshore team in an FMCG company-assigned to Singapore for 2 occasions (2 weeks each) for Go Live sessions of Data Migration efforts for an FMCG company.