Ervin Patric A. Loresco is an IT professional with over 5 years of experience in IT service delivery and applications management. He has a proven track record of leading teams to achieve targets and drive process improvements. Currently a Service Level Manager, he is interested in broader leadership roles involving strategic analysis, decision-making, and data analytics.

1. ERVIN PATRICK A. LORESCO
10 Manggahan Street, Tañong, Marikina City (+63)9175838326 ervinloresco@gmail.com
SUMMARY
A goal-oriented and solutions-driven ITProfessional with strongleadership qualities.Experienced in IT applications
management and ITservicedelivery, with a proven track record of providingquality deliverables and initiating
process improvements. Creative and resourceful,with solid interpersonal and peoplemanagement skills.
Interested in opportunities for broader leadership,strategic analysisand decision-making,and data analytics.
PROFESSIONAL EXPERIENCE
Service LevelManager
HEWLETT-PACKARD / HEWLETT PACKARD ENTERPRISE
 Client and Operations Management (September 2015 – Present)
Manages customer expectations and ensures that customers understand and adhere to servicemanagement
processes.Manages serviceimprovement initiatives to ensure that end-to-end operations meet or exceed
customer expectations. Works with Operations Leads to drivedelivery of improvement items and address gaps
in the service.
Release, Control and Validation Specialist
HEWLETT-PACKARD
 Change Manager (January 2014 – August 2015)
Owned the Global Data Quality ChangeManagement process.Ensured that SAP-related changes are monitored
and controlled,and that there areno negative impacts to SourceOne applications. Performed trend analysis on
changes and incidents, managed business test cases and documentation for testing, and drove continuous
serviceimprovement for the entire process.
 Release Manager (January 2014 – August 2015)
Led the SAP-SourceOne (SAP-S1) Non-Negative ImpactTesting (NNIT) for (1) Wave Moves in SAP R/3 servers, (2)
SAP Release Updates (SRU) in SAP BW servers, (3) and other key activities/upgrades.Owned the assessment,
planning,communication and documentation of SAP downtimes and its impactto supported applications.
HIGHLIGHTS
 Delivered 96.25% successful changes againsttargets of 80% whilekeeping issues caused by changes for the
fiscal year ata minimum - only 0.49% againsttarget of 3%
 Proactivecoordination and communication of downtime plans caused 0 significantissues
 Successfully led NNIT for (1) 6 regional wave moves for SAP R/3, (2) 6 SRUs and (3) 6 ADRs (Advanced
Disaster Recovery) for both isolated and production BW servers
 Executed the smoothest Fiscal-Year-End (FYE) activity for SAP-S1 to date, resultingin 0 quality day hits, 0
significantincidents,and 0 defects impactingproduction
 Ensured complianceto ISO20000 and EDGE standards for all operations
 Increased NNIT team productivity by 33% through process improvements (e.g. automated tools,job aids)
and resolver trainings
OTHER HIGHLIGHTS
 Leadership and Development SPOC (2015-present), Innovations SPOC (2014-2015),and Extended
Leadership Team Member (2014-present) for Business IntelligencePillar under AMS tower
 Led several employee engagement activities in HP (Sportsfest,AMS Geek Night, Team Building,etc.)
Service Management Team Leader
HEWLETT-PACKARD
 Global Data Quality (GDQ) Operations Shift Lead (August 2013 – December 2013)

2. SinglePoint of Contact (SPOC) for all operational issuesand escalations.Performed resourcemanagement and
regular operations reporting (e.g. handover reports, members’ scorecards,monthly reports). Drove service
improvement initiatives for the shiftthrough process automation and knowledge training.
 GDQ Operations Back-up Shift Lead (October 2012 – July 2013)
Backup escalation pointfor operational issues and escalations. Assisted the shiftlead in managing regular tasks
and processes.Provided mentoring and coachingto team members on several complex issues for the
applicationssupported.
HIGHLIGHTS
 Led the team to consistently exceed expected targets for incidentresolution time and ticket shares.
(Exceeded targets by 5% for shares and 6% for resolution time measure from Sep-13 to Dec-13)
 Increased GDQ team’s productivity and saved 0.66 FTE (Full-Time-Effort) through the automation of ticket
handover processes
 Increased GDQ’s resourceallocation efficiency through developing tools to track trends in ticket volume
OTHER HIGHLIGHTS
 Performed NCS (New and Changes Services) Process activitiesto ensure readiness of support for application
changes
Application Management Technical Support
HEWLETT-PACKARD
 Data Quality Resolution Specialist (September 2011 – December 2013)
Provided Level 2 servicemanagement for SourceOne applications’ data quality. Worked across all components
of in-scopeapplications,fromdata inbound processes,to data transformations and data delivery.Managed root
causeanalysis,issueresolution,and thorough monitoring and communication of issues.
HIGHLIGHTS
 Consistenttop performer in terms of number of incidents resolved within time
 0 operational misses and customer escalations
 Saved 3.0 FTE for Level 1 supportthrough developingsolutions to optimize incidentdistribution
AWARDS AND PROFESSIONAL CERTIFICATIONS
ITIL Intermediate – IT Release, Control and Validation Certified (September 2015)
ITIL v3 Foundations Certified (2012)
Oracle Database: 11gSQL Fundamentals I Certified (November 2015)
HP’s Finest– FY14 4th Quarter Winner
MakingA Difference Award – Hewlett-Packard (Jan, Aug 2015; Jun, Jul, Aug, Oct 2014)
LivingOur Values Recognition – Hewlett-Packard (Feb 2015;Nov 2014)
People’s ChoiceAward – Hewlett-Packard (Aug, Oct 2013)
PGCC R&R Award: Silver – Hewlett-Packard (Q4 2012)
PGCC R&R Award: Bronze – Hewlett-Packard (Q1 & Q3 2012)
EDUCATION
Bachelor of Science in Management Engineering, Minor in Information Technology
Ateneo de Manila University,Ateneo Financial Aid Scholar (2007-2011)
Ateneo De Manila High School (2003-2007)
Tulong-Dunong Scholar,Second Honors
RELATED SKILLS
Experienced in the following: HP ALM, Oracle– TOAD, PL/SQL, UNIX and Shell Scripting,Informatica,SAP SD
Module, SAP R/3, SAP BW, ABAP, Perl Scripting,VBA, VB Script,MicrosoftOffice, and MicrosoftAccess (DB)