Eduardo Jr Anala Morales
Brampton,Canada
Summary
Experienced IT Professional with over two decades of extensive experience, encompassing roles as a developer and data analyst, alongside project monitoring to drive organizational success. Proficient in collaborating with diverse teams, including engineering, solution support management, change and release management, and business transformation systems. Renowned for consistently delivering projects ahead of schedule and under budget. Skilled in providing comprehensive IT support, spearheading project management initiatives, and empowering engineering departments with cutting-edge IT tools and applications. A proactive individual committed to fostering robust relationships within the company. Known for meticulous organization and reliability, capable of effectively managing competing priorities with a cheerful demeanor. Demonstrated ability to excel in multitasking environments while ensuring precision and attention to detail. Eager to embrace additional responsibilities in pursuit of team objectives.
Overview
20
20
years of professional experience
3
3
Certificate
Work History
Business IT Solutions Manager
DHL Asia Pacific Information Services
06.2021 - 05.2023
- Customer-focused Business IT Solutions professional with proven track record of delivering exceptional customer experiences
- Recognized for overseeing development and optimization of critical products within pricing product line at DHL Asia Pacific Information Services
- Skilled in ensuring project completion within scope, time, cost, and quality parameters, while prioritizing customer satisfaction and happiness
- Provided technical oversight to maintain compliance with architectural standards, resulting in improved customer experience, performance, and availability
- Actively consulted and collaborated with businesses to develop pricing systems, leveraging digitalization to enhance overall customer experience
- Trusted as Global Business IT Lead for IT components, driving delivery excellence and aligning IT solutions with strategic objectives
- Strong interpersonal and communication skills, enabling successful stakeholder engagement and relationship management.
Principal IT Service Delivery Manager
DHL Asia Pacific Information Services
05.2015 - 06.2021
- As the accountable individual for delivering over 200 IT services for (part of) the DPDHL business unit, my primary focus is providing exceptional customer service to our business partners
- I serve as the dedicated point of contact, building strong relationships and understanding their needs and expectations
- I manage customer expectations, ensuring that our IT service delivery aligns with their unique requirements
- Within DHL ITS Production Services, I represent the voice of our business partners, advocating for their interests and driving improvements to enhance their experience
- I provide expertise on Service Level Agreements (SLAs), tailoring them to meet our partners' needs and monitoring service provision against agreed-upon SLA targets
- Continuously improving our internal systems, processes, and methodologies, I ensure effective monitoring, control, and support of service delivery
- Regular service reporting and reviews are conducted to measure our performance, exceed SLA targets, and foster open communication
- Overall, I am committed to delivering exceptional customer service, ensuring our IT services contribute to the success of the DPDHL business unit.
Service Support Manager
DHL Asia Pacific Information Services
08.2009 - 04.2015
- As a Service Support Professional, my primary focus is on delivering exceptional customer service and ensuring the smooth operation of services in the production environment
- I provide dedicated support during service transitions, monitor and enhance incident management, review release plans, offer technical expertise, guide change impact assessments, ensure capacity availability, and continuously review performance
- By prioritizing customer satisfaction and service reliability, I strive to provide a seamless and exceptional service experience to our valued customers.
- Championed a proactive approach towards issue identification through scenario analysis exercises conducted with the service support team members regularly.
- Enhanced customer satisfaction by streamlining service support processes and implementing effective communication strategies.
- Developed a comprehensive knowledge base for common customer issues, enabling faster issue resolution times and overall efficiency improvements.
- Served as a trusted advisor to senior leadership, offering insights and recommendations for ongoing improvements in service support functions.
- Facilitated strong relationships between product development teams and service support staff, encouraging knowledge sharing across departments for optimal problem-solving capabilities.
- Spearheaded process documentation efforts throughout the department, ensuring consistency in approach and alignment with best practices.
- Optimized resource allocation by implementing an effective scheduling system for the service support team members.
- Conducted frequent evaluations of service support staff, providing constructive feedback and promoting professional growth opportunities.
- Managed cross-functional teams to ensure timely resolution of customer issues, resulting in improved customer retention rates.
- Mentored junior team members and provided guidance on career development paths, contributing to an increased employee retention rate within the department.
- Introduced regular team meetings focused on continuous improvement initiatives, fostering a culture of collaboration and innovation among staff members.
- Coached employees through day-to-day work and complex problems.
Education
Big Data Analytics -
Lambton College
Mississauga, ON, Canada12.2024
Bachelor of Science - Computer Science
AMA Computer College of Quezon City
Philippines04.1994
Skills
- Business Analysis
- Data Analysis
- Python
- Shell scripting
- Perl scripting
- Hadoop
- Spark/Scala
- SQL
- RDBMS (Informix, Oracle, MySQL, MSSQL)
- UNIX/Linux
- Windows
- PowerBI
- Microsoft Office (Word, Excel & Powerpoint)
- ServiceNow
- Program Management
- Product Management
- System Implementation
- Service and Support Operation Management
- IT Service Management (SLA, Incident, Problem, Change & Release)
- People Management
- Internal & External Stakeholder Management
Certification
- ITIL v3 Foundation (IT Service Management), Kuala Lumpur, 11/2014
- ITIL Service Operation, Intermediate, Kuala Lumpur, 12/2014
- COBIT 5 Foundation, Kuala Lumpur, 11/2016
Timeline
Business IT Solutions Manager
DHL Asia Pacific Information Services
06.2021 - 05.2023
Principal IT Service Delivery Manager
DHL Asia Pacific Information Services
05.2015 - 06.2021
Service Support Manager
DHL Asia Pacific Information Services
08.2009 - 04.2015
Big Data Analytics -
Lambton College
Bachelor of Science - Computer Science
AMA Computer College of Quezon City
- ITIL v3 Foundation (IT Service Management), Kuala Lumpur, 11/2014
- ITIL Service Operation, Intermediate, Kuala Lumpur, 12/2014
- COBIT 5 Foundation, Kuala Lumpur, 11/2016
Big Data Projects
Fraud Detection
- Datasets from FTC Consumer Sentinel Network (Transaction and Identity Data)
- Scope all: All mode of payments but the final model will focused on card fraud (credit and debit card)
- Deployment Technologies: Heroku (Cloud PaaS/Web Server), Flask, UI (CSS, HTML, JS), JSON (Request/Response API), CSV (Input parameters and result predictions)
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