michael lagumbay

* Technical analyst for multiple systems customization and troubleshooting and configured the system’s front end and back end. * Single Point of Contact for system updates, user training, and process design. * Maintained Client relationship and coordination with Service Managers to ensure service alignment with business objectives and the service contract. * Worked out Quality Assurance initiatives with Management based on Customer feedback.

* Ensured all IT projects being delivered through the Manila Global Delivery Centre had the required head count and technical skills. * Managed the bench budget ensuring that the cost was within the cost model range. * Promoted Manila based resources to projects under North America, Asia, and Europe delivery centers. * Coordinated with Human Resources and Recruitment for administrative services involving resource deployment and release.

* Managed web development, application development, and Oracle financial system integration projects, ensuring project completion on time and within budget. * Managed a team of 20+ analysts, developers, and testers. * Conducted training on leadership and IT best practices. * Oversaw System Requirements Analysis and software development committees which resulted in the efficient kick off, effective management, and timely completion of projects.

* Analyzed and resolved user issues related to desktop, workstation, telecommunication devices, or network peripherals. * Escalated incidents to Tier 2 support and monitored the trouble ticket through to resolution. * Major contributor to Quality Assurance and peer-to-peer Training initiatives.