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F R A N C I S P E T E R D . D E C E N A
OBJECTIVE: TO JOIN A COMPANY WHERE I CAN USE MY EXPERIENCE AND SKILLS FOR
OUR MUTUAL DEVELOPMENT AND SUCCESS
SUMMARY OF QUALIFICATIONS
Service Delivery Manager
Norde International Distributors, Quezon City
May 2012 – April 2016
 Managed day-to-day operations of the department to include operational metrics such as key performance
indicators, absenteeism, tardiness, staff availability/reliability and escalations.
 Managed issues and risks through our support and escalation process, within our support department
and in coordination with our different partners like HP Indigo, HP Scitex, Esko solutions, Stratasys 3D
Printing Solutions, Taopix photo gift platform and others
 Deliver service that meets contractual commitment and warranty entitlements.
 Demonstrated strong troubleshooting capabilities, attention to details as well as good communication
skills with all levels as guided by our proesses.
 Led implementation of performance standards and measurements as defined in the ISO procedures.
Create and implement process improvements in productivity and operations.
 Communicated clearly with clients with regard to project and service programs. Develop strong
relationship with customers.
 Monitored and ensured processes were followed to maintain quality of service and drive for targeted
customer satisfaction.
 Worked on reducing all fire-fighting scenarios and move towards a pro-active and stable environment for
customers.
 Was able to logically solve problems and train staff on implementing established troubleshooting and
resolution procedures.
 Managed the support revenue generation from pre-installation activities and out-of-warranty customers
 Provided support to sales team or new business opportunities through pre-installation supports and
meetings.
Consultant
PeoplePlus Tech, Makati City
March 2010 – April 2012
 Perform business readiness activities which include hardware and business applications.
 Monitor pre-staging progress of the workstations
 Manage and schedule user communication emails for the users
 Schedule user migrations
 Track and monitor user migration progress (based on business).
 Manage critical migration issues and situations up to first user logon
National Operations Manager
Fuji-Xerox Phils. Inc., Makati City
April 2008 – October 2008
 Drove the achievement of the group’s financial targets – revenue and gross profit.
 Supported the Business Consultants (Sales) in developing the Scope of Work and Service Level

2. Agreements for new projects.
 Monitored the achievement of all the deliverables of the projects.
 Ensured on-time billing for the projects.
 Achieved on-time and complete renewal of expiring contracts.
 Managed customer satisfaction rating and enhance consistent delivery of services.
 Worked with the group to achieve consistency and quality of services.
 Established initiatives for process improvement to enhance the implementation and management of
projects.
 Develo[ped training and development plans for the staff.
Project Delivery Manager
Sun Microsystems Phils. Inc., Makati City
July 2007 – March 2008
 Conducted regular meetings with the client regarding status and action items.
 Managed project team resources, schedule, and proposals. Worked with Sales Division in the successful
completion of projects.
 Implemented projects in a timely and cost effective manner (within schedule and budget). Ensured that
company metrics and targets are met within specified deadlines and budget.
 Motivated project team to work on recurring problems towards continuous improvement.
 Led the team in the conduct of project analysis, findings, and lessons learned.
 Prepared project progress reports in a timely manner.
Customer Service Manager
Sun Microsystems Phils. Inc., Makati City
October 2000 – June 2007
 Led a team of Service Account Managers and System Engineers in successful implementation of projects,
delivery of remote telephone support and other onsite services which includes high availability solutions
and storage management. Projects included:
 Implementation of a disaster recovery solution for Union Bank of the Philippines’ (UBP) financial
and database system. Involves setup of primary and redundant systems in Makati and Ortigas,
respectively.
 Implementation of multilateral paperless online transaction for Government Service Insurance
System’s GWAPS applications to be used by its 1.5 million members, government agencies and
banks.
 Completion of setup of the application and web servers for Banco de Oro’s online web site.
 Installation of systems for Ericssons’s billing gateway and fraud management system.
 Implementation of Globe Telecom’s GCASH project.
 By leading the company’s call management center, he managed the conduct of call back survey and
customer action request to align the operation with its Key Performance Indicators (KPI’s) and Service
Level Agreements
 Conducted customer visits and site audits to improve service capability, equipment performance, and
customer satisfaction.
 Provided technical advice to sales in the areas of configurations, contracts, tender responses and
maintenance options/services.
 Contributed to the growth of existing business by convincing clients to avail of higher level of support
services and/or additional products.
 Planned and executes development courses for engineers that improved readiness of organization in
handling business opportunities. Managed varying skills of staff and apply knowledge in manpower

3. planning and scheduling.
 Coordinated with all levels of management to address customer concerns in a timely manner. Worked
with the team in the implementation of account recovery plans to enhance customer relationships.
 Initiated process improvements on service delivery, account management, and reactive support that lead
to improved customer satisfaction.
 Worked with Logistics Analysts on monitoring the parts usage and implementing measures in managing
parts requests and turn around time.
 Acted as one of the internal auditors and participated in the successful completion of ISO certification
last September 2003.
 Led the team in managing customer expectation and experiences in the area of Call Management.
 Coordinated with country manager and division director in managing cost of sales and division expenses.
Managing Account Services Consultant
Hewlett-Packard Phils. Corp., Makati City
March 1996 - October 2000
 Probed and identified opportunities for selling additional services and products like performance
utilization report, high-availability solutions, and Operating System (HP-UX) upgrade. These products
and services were presented to Globe Telecom, Nokia Phils., Caltex Phils., AFPSLAI, Centennial Bank,
and Philips Semiconductor Philippines, Inc.
 Managed delivery and implementation of projects like high-availability solutions to the Bureau of
Custom’s Electronic Data Interchange gateway system, Hitachi Computer Products production systems,
Smart Communications, Inc.’s financial system, Islacom’s SAP system and Philippine Air Lines
Fleetwatch system.
 As the team leader of the quality group, worked on an initiative to improve the quality of the installation
process as preparation for ISO certification. Led a team composed of members from the hardware
support group, support administration, reseller’s organization and order processing.
 Led a team in the successful upgrade activity for San Miguel Corporation’s SAP system and for Globe
Telecom's billing system.
EDUCATION
1979 - 1984 University of Santo Tomas, Manila -
 B.S. in Electronics and Communications Engineering (BSECE)
 Passed ECE Board Examination last September 1984
1997 - 2000 Ateneo Graduate School of Business, Makati City
 Master in Business Administration - Pending completion of thesis
SKILLS
 Strong leadership and people management skills
 Excellent English communication skills
 Solid analytical, problem-solving and decision-making skills
 Great interpersonal and customer service skills
 Good coordination skills
PERSONAL INFORMATION
Date of Birth: March 2, 1963 Height: 5’7” Weight: 62Kg.
Civil status: Widower Language: Pilipino, English
REFERENCES
Available upon request