Patrick Carpio Email & Phone Number

Frenchs Forest, New South Wales, Australia

Frenchs Forest, New South Wales, Australia

Core responsibilities:• Leads the team in the resolution of problem tickets from incidents relating to ATMs as reported by Commonwealth Bank branches.• Confirms that all Incident Tickets that are reported by Commonwealth Bank business will be resolved within the Service Level Agreement.• Generate and send weekly reports to our client and propose improvement items, mostly with the reduction of incident/problem tickets.Key Achievements:• Managed to reduce significant problem tickets from about 350~ to less than 30 in 5 months.• Leads the team in managing problem tickets and training the team on the process of resolving them.

Sydney, Australia

Core Responsibilities• Designed, maintained and provided reports assessing IT Service Desk processes• Developed continual improvement processes through discovery and design workshops to produce improvement proposals on Salmat IT Service Desk processes and practices. • Led rollouts of new processes or improvements on existing processes or tools and systems, and provided necessary training to the operation team and monitored daily operations involving all IT services. • Recommend any improvements regarding processes, reporting, communication, training and tools and maintained the documentation & knowledge articles that support IT service management processes.Key Achievements• Planned, materialized and implemented an internal IT Help Desk by gathering & analyzing service desk data, and evaluating various options to replace the former outsourced business model – ultimately generating cost saving of approximately AU$2.4m pa• Improved Incident count of about 40% in 4 months by focusing and improving Problem Management process for the company.• Developed an internal intranet for Service Management for users to understand the different ITIL processes that Salmat is adhering to.• Led in revamping the IT new employee onboarding through creation of presentation slides and processes that IT Service Management offers resulting to minimal dependencies on inquiries to IT teams.

Ncr - National Capital Region, Philippines

Job Roles and ResponsibilitiesIncident Manager/L2 SAP SD Support (October 2009 – March 2016)• Confirmed that all Incident Tickets that were entered by P&G business would be resolved within the SLA.• Created graphical presentations and statistics gathered from SSRS data, which were presented to the business of the Incidents and Problems entered and worked by the whole team.• Led a team of second level support resources who resolved issues as quickly as possible and within SLA and coordinate with other IT resources (SAP Basis and other Infrastructure and Applications teams), and involving business experts.• Supported application startups for key Supply Chain and Financial Services implementation projects.SAP SD Project/Implementation Resource (March 2016 – April 2018)• Conducted meetings with business partners and configured SAP SD-related structures related to the requirements essential to the business needs of the customer.• Oversaw business testing and resolved defects related to the new configurations of the projects.• Created user guides for the new configurations and processes required by the business.Key Achievements• Responsible for the design and implementation of HP India's GST requirements and Del Monte's new system in SAP SD based from the Government and business requirements. Coordinated with business solutions for the new pricing, taxation and master data requirements.• Successfully supported P&G’s Shipping and Transportation for business. Closed all tickets with 99% SLA, and helped the group in achieving high and above-the-target State of Business Report (SOBR) for 2 years.• Achieved an average of 4.5 over 5 CSAT score, mostly having consecutive months with perfect 5 scores.• Won Silver Awardee for NA Release Project on May 2012. Was instrumental in the preparation of the cutover, validating test boxes, and actively participating in knowledge transfer sessions.

Region Iva - Calabarzon, Philippines

Failure Analysis Engineer II• Performs failure analysis for non-conforming units from production line, Parts and New Model Evaluations using different tools such as oscilloscopes, dentoku testers, and special computer programs.• Establish corresponding effective countermeasures in order to obtain and maintain target pass rate.• Report to Toshiba OME Design Section, Failure Analysis investigations and suggest corrective actions and countermeasures for design improvement of the product.• Daily communications with Toshiba Design Members for up-to-date design improvements and technological developments that will help improve product quality. Process Engineer• Daily Pass rate monitoring of Hard Disk Drive key Process and Parts Yield.• Conducts daily line process monitoring and analysis and recommends plans and actions in order to maintain or improve the target yield.• Report to parent company Toshiba OME Works, Japan Parts Quality program, system and design generated failures which affect the product quality. Implementation of assigned work instructions from Toshiba, Japan.• Preparation and issuance of Engineering Instructions for special cases and problems encountered in the production line.• Establish corresponding effective countermeasures in order to obtain and maintain target pass rate.

Ncr - National Capital Region, Philippines

Worked with the Product Development Team of the Marketing Department.Acquired the knowledge on the various operations of product development and testing of new services.Extended my knowledge on the communications field through projects and research papers by our superiors geared towards personal and professional development.

Bachelor Of Science, Electronics And Communications Engineering

The Gokongwei College of Engineering of De La Salle University has designed and offers a program in Electronics and Communications.

High School Diploma, Electronics Technology