Albert Agustin

An enthusiastic individual with more than 10 years of experience in handling an account delivery of support, business analysis and project delivery in a supply chain environment. Extensive knowledge on IT service management, data visualization and reporting, continuous service improvements, and ITIL processes with a strong background on Agile ways of working.

A fast learner with good leadership, communication skills, coaching, mentoring, passion for improvement, tech savvy, and right technical skills required to propel the organization in achieving its goals and objectives.

• With over 1 year of experience as Agile Coach / Scrum Master and Product Owner
• Over 6 years of experience in IT Service Delivery (business analysis, support, ITIL processes)
• Over 10 years of experience in the IT Operations industry (SAP, ITSM tools)
• Proficient in Microsoft Office suite with 70WPM
• Actively volunteers for work life balance engagements
• Presents technical and soft skills training to employees
• Creates graphic teasers, announcements and video contents for work and non-work showcases

Product Owner, Service Management September 2022 – July 2023

Zuellig-Pharma Asia Pacific ROHQ | Makati, Philippines

• Engages stakeholders to gather requirements (business analysis), assess urgency and impact with an agile mindset
• Ensures product backlog is transparent, visible, understood, and prepared for sprint events
• Handles the ITIL processes for the organization
• Manages the budget intended for the markets and users of our ITSM and CRM tools 
• Integrated HR functions into IT Service Management to make a holistic tool for the employees 
• Acts as administrator for both FreshService and FreshDesk
• Manages and facilitates GROW coaching with 4 resources
• Automated work processes using APIs and orchestration using Freshservice to improve New Employee Onboarding

Agile Coach August 2021 – November 2022

Zuellig-Pharma Asia Pacific ROHQ |  Makati, Philippines

• Establishes and reinforces an agile mindset and processes within the organization
• Facilitates and moderates relevant events in the domain (3 product teams)
• Supports Product Owners in managing Stakeholders and achieving product goals 
• Onboarded teams to agile ways of working, scrum, and Azure DevOps
• Established a CoP (Community of Practice) for Agile Coaches and Product Owners
• Administers the Azure DevOps tool and Yammer/Sharepoint pages related to Agile

Service Level Manager July 2019 – November 2021

Zuellig-Pharma Asia Pacific ROHQ, Makati, Philippines

• Reviews and Monitors service performance against established SLA/OLA agreements (tableau, powerBI, analytics)
• Initiates corrective action when service performance falls outside of agreed targets 
• Maintains service catalogue for the whole organization
• Generates dashboard reports and identifies service improvements
• Implemented and Configured the ITSM solution in the organization (Freshservice)

Delivery Line Manager March 2017 – July 2019

DXC Technology | Manila, Philippines

• Acts as Service Level Manager for the run engagement, and acts as escalation to clients 
• Facilitated service reviews with the customer and service improvement plans
• Managed the account support team and pipeline of projects as a Business Analyst.
• Generated Current Best Approach document to standardize processes among different vendors 
• Engaged as Customer Service Manager for major incident handling, communicating updates to major stakeholders

Support Team Leader   January 2016 – March 2017

DXC Technology | Manila, Philippines

 

• Primarily responsible for the compliance and target deliverable of the whole team of 14 resources 
• Acted as Technical Escalation Manager for critical issues and rapid response team engagements
• Achieved consistent green metrics for SLAs for 12 months
• Implemented online KANBAN, to improve the handover process of the global team
• Outlook templates and browser bookmarks for standard and easy access to templates and links

L2 Regional Support and Row Leader February 2013 – July 2016

DXC Technology | Manila, Philippines

• Functional and technical escalation of SAP Manufacturing modules (QM, PP, PM)
• Acted as backup Shift Leader and Global Row Leader
• Effectively reduced incident count by 16.22% for the region through SIPs, business calls and knowledge improvement
• Management of SLA ensuring >94% resolution rates leading to HP’s finest awards for Q1 and Q2 2015
• Generated job aids and creates KMDB for future reference of the team
• Supported and drived communications for implementation of follow-the-sun support structure

Bachelor of Science in Electronics and Communications Engineering 2007 – 2012

University of Santo Tomas (WES Accredited - 4yr Bachelor’s Degree Equivalent)