Sir Daniel Diaz Email & Phone Number

Calabarzon, Philippines

• Ensuring the correct operation and recovery of Infor SunSystems software and Sapphire softwaresystems via the telephone and online.• Troubleshooting implementation issues.• Proactively identifying and assessing risk.• Analyzing data and generally offering help and guidance.• Provide alternate solutions where technical constraints impede the business process.• Producing and maintaining customer specific documentation.• Producing Training manuals.• Conducting monthly webinars for customers.• Advising existing and prospective clients in their best use of Infor SunSystems software andSapphire software.• Provision of knowledgebase material for the 'Sapphire Online Support System',• Infor SunSystems service pack & patch level testing for all new releases of the Infor SunSystemssoftware and Sapphire software.• Reviewing and testing new releases of Infor SunSystems;• Reviewing & testing of all new potential 3rd party add-ons and internal development work as andwhen the need arises.

• Handles L1 and L2 Support Cases for Client Reported Issues. Activities would usually involve data gathering, investigation, testing and troubleshooting up to resolution and making sure all necessary information are logged/documented accordingly in CRM for case monitoring.• Coordinates with Technical/Application Consultants, Internal Teams and Business Partners. for escalation and collaboration work on cases that will require further checking/investigation to fix a bug or issue with the company’s product or endorsement for a specifc .• Handle Day-to-Day Process, from technical to functional support and inquiries.• Assists clients in regards to their usage and maintenance of Infor SunSystems and PA Companion Applications that is within support scope.• Documentation of all necessary details, communication and actions done on a case and knowledge database entries for eference in case resolution in the future.

Ncr - National Capital Region, Philippines

• Primary Contact person for Project System Development and Support (VistraPH and Vistra International).• Handles the coordination of Change Requests and specific Application Development for the Philippine Business Unit and Users.• Work hand and hand with the Project Managers and is responsible for the gathering and relaying status of requests to the user/s or business unit counterparts.• Monitors status and completion of pending/on-going items for development and as well new business requirements.• Handles the documentation/Preparation of the documents that may pertain to any changes delivered and additional items that will be up for queue on development.• Involved in all testing phases for every project being delivered to the Business Unit/Users.

Makati

• Primarily responsible for handling SAP ERP related issues and application support for internal clients, specifically in modules: FICO, SD and a little bit of MM.• End user training and assistance for transactions/programs already being used for their daily work.• Intermediary between users/clients and the programmers(SAP ABAP) to achieve the requested changes or modifications in some standard codes or custom programs being utilized by specific departments supported. (Tresury-Receipts and Accounts Receivables – Sales).• Handles the creation/maintenance of documentation required (Functional Specs and How-To’s) for new SAP based reports/program developments and modifications.• Works hand-in-hand with the programmers from start to end of SAP report/program development/modification, testing, bug fixes and end user implementation.• Ensures that business processes are properly documented and standards are followed by the supported departments.

IT Operations New Associate - Batch Monitoring Associate)Accenture PhilippinesMay 2012 to September 2013Duties and Responsibilities:• Perform Batch Job Monitoring on different Platforms that the Project is supporting (Unix, Oracle, Windows Scheduled and Mainframe Batch Jobs)• Timely reporting for Batch Job results and issues to stakeholders• Application Server Performance and Disk Size Monitoring• Maintains Process Documentation for the team • Perform Knowledge Transfer to new Resources• Incident Ticket Management (Assignment to Application Owners and High Severity Monitoring)• Alerts and Informs Shift Leads and Application POCs in times of High Severity Issues and High Severity Batch Failures.IT Operations New Associate - SAP Application Support DeskAccenture PhilippinesSeptember 2013 to September 2013PresentDuties and Responsibilities:• Perform User Access Management on SAP ERP Systems with strict compliance to SOX (Sarbanes – Oxley) – User Access Creation, Deletion, Modification of Roles and Authorization, Password Reset and Unlocking of Access.• Monitor Functional Mailboxes for High Severity Issues• Issues Handling and Incident Management ( Ticket Creation, Escalation and Routing to specific functional support)• First Call Resolution of User Reported Issues via Phonecall or Email• Performs investigation on authorization issues and application errors encountered by users• Ensures that issues which the team cannot resolve is properly escalated to the appropriate level 2 team for resolution• Conduct SOD/SA ( Segregation of Duties / Sensitive Access) checks via GRC 10.0 and mitigate risks approved by the business.• IDOC Error Monitoring and Handling• Provisioning and Support of Emergency and High Priviledged Access Requests in GRC 10.0 via CUP and maintains credentials on SAP secured area.