John Anthony Paraiso Email & Phone Number

Edison, Nj, Us

Diemen, Noord-Holland, Nl

As an accomplished IT professional, I've honed the art of collaborative problem-solving by working effectively with cross-functional teams. Together, we've identified resolutions and offered valuable recommendations to leadership, addressing and mitigating escalation tickets. My deep subject matter expertise and adept use of IT tools have enabled me to provide comprehensive insights into open escalation cases.Furthermore, I've played a vital role in the creation and review of management reports, with a sharp focus on key performance indicators like service availability, uptime, and adherence to Standard Operating Procedures and SLAs. In the realm of communication, transparency is paramount for me. I proactively ensure that key internal leaders and stakeholders are consistently informed about the status of escalation cases, maintaining alignment with our organizational objectives.In addition to my collaborative skills and data-driven approach, I've exhibited strong leadership qualities by managing and leading escalation cases involving functions and project teams. This leadership serves as a catalyst for nurturing a culture of quality and driving continuous improvement for a subsystem or component of our product or service offerings. Finally, my commitment to operational efficiency shines through as I've consistently ensured the timely closure of escalation cases, optimizing efficiency and resolution times to uphold our high service quality and prioritize customer satisfaction.

Process Work Authorization and Green Card

Dublin 2, Ie

As an IT Project Coordinator, I successfully managed team meetings with clients, ensuring effective communication and tracking of action items. I standardized presentation templates to meet client needs and generated reports to ensure comprehensive documentation. I also built efficient ways of working for team documentation, organizing it in easily manageable team storage folders.

Dublin 2, Ie

In my role as a Service Delivery Manager, I served as the escalation point of contact for the NA and LATAM regions. I effectively managed project deliverables for these regions and communicated with the client delivery team. Additionally, I handled high to critical incident calls, ensuring prompt resolution and client satisfaction. I played a key role in managing year-end activities and ensuring smooth transitions for North America go-lives.

Dublin 2, Ie

As an Associate Manager and SAP OTI Offshore Support Lead, I excelled in managing incident and service requests for the team. I analyzed raised incidents to provide long-term solutions and prioritized minor enhancements. I maintained regular communication with the OTI Solution Manager and provided updates from the team. Acting as the escalation point of contact, I attended important calls with the business when necessary. Furthermore, I oversaw the OTI/TPM/PMM team and managed administrative tasks, including weekly status reporting and capacity planning.

Dublin 2, Ie

In my role as a Software Engineer Team Lead, I contributed to SAP functional consulting and testing, particularly for HANA Migration. I provided functional support to the testing team and collaborated closely with clients to understand the scope of testing activities. I executed regression testing and played a pivotal role in creating functional design documents aligned with business requirements. Additionally, I worked on configuration changes and participated in unit test planning and process. I served as the regional test lead for the US, and my responsibilities included creating status reports for LATAM and the US market.

Dublin 2, Ie

As a Senior Software Engineer, I interacted with business process owners and end-users to determine functional requirements. I served as a liaison with clients, troubleshooting and resolving issues while mapping them with business requirements. I actively participated in unit test planning, test script creation, review, and process. Additionally, I managed the design and development of customized reports, utilizing ABAP technical resources. I identified possible causes of issues and contributed to developing resolutions. During this time, I also acted as the escalation point of contact for the OTC AMS team, attending important calls with the business.

Dublin 2, Ie

In my role as a Software Engineer, I interacted with business process owners and end-users to determine functional requirements. I supported the order-to-cash process, enhancing business functionality and overall performance. I efficiently responded to critical, high, medium, and low tickets, ensuring timely resolution without escalations. I was involved in configuring billing and delivery number ranges and ensured proper documentation and recording of incidents during monthly status team meetings. Additionally, I acted as the sub-lead for OTC AMS support.