1. Mabel Hofileña
Diamond 404 Rosewood Pointe, Acacia Estates, Brgy. Ususan, Taguig City, NCR, Philippines , +639178358398,
mabel.hofilena@gmail.com
June 2014 – Present: Senior Manager, Business Operations, OpenText – Responsible for driving operational initiatives,measures
and reporting. Coordinating between business units and supportfunctions
 As local point of contact for the office renovation project(USD 3.8 M project housing total of1400 headcount),led the floo r
planning exercise,collaborated with the facilities team to ensure business requirements were met. Ensured proper transition
and communication plans were in place given phased approach. All floors were launched on budgetand on schedule with
minimal issues reported.
 As part of Business ContinuityPlanning,
o Completed call tree drill,analysis and action planning
o Facilitated the annual fire drill and completing data analysis and action planning
 Delivered service reporting requirements on time
Dec 2013 – June 2014: Senior Manager, Project Management, OpenText – Responsible for the ensuring coverage and delivery of
projects across regions thatare assigned to the Solution Center. Functionally manage 8 Philippines based resources.
 Delivered resource capacitymanagementensuring all projects (averaging 90 per month) had assigned ProjectManagers.
 Delivered 15 projects to closure
 Led the internal customer reviews for 3 regions and ensured completion ofcorresponding action plans
Dec 2011 – Dec 2013: Account Delivery Manager, Hewlett-PackardCompany – Responsible for the application and delivery of ITIL
and account-standard processes and tools for supplychain services (with 18 SAP production systems) ofa global Consumer Industry
company. Manage 5 Global Process Owners, 38 Philippines and Costa Rica based resources within the shared deliveryorganizations
for Change Management,Release-to-Operations and SAP ABAP Support.
 Achieved 100% compliance in both internal and external audit requirements of the client’s supportprocesses
 Delivered monthlyservice reporting requirements on time
 Delivered standardization ofsub-processes and enablers for Change Management across all regions on time using ITIL and
basic projectmanagementmethodology
 Delivered proposal for integration and simplification ofChange Managementprocess for cross-services using Value Stream
Mapping
 Defined standard Service Transition Managementpolicyand process as partof overall transformation plans
 Operationalized service review and reporting for SAP ABAP Supportteam
 Completed the following trainings:
o Project ManagementFundamentals
o Value Stream Mapping
Jan 2012 – Dec 2013: Technical Lead for Service Management Profession, Hewlett-PackardCompany – Responsible for driving
the strategy and roadmap of Service Management profession and ensure deliveryof associated initiatives and activities within the
community.
 Developed strategies on communitybuilding,capabilitybuilding,career developmentand innovation for the Service
Managementcommunity
 Delivered annual communityevent on knowledge sharing,career talk and employee engagement
 Participated as resource speaker and career coach for site-wide event on career development
 Completed the data mapping for job category and specialization,skills listand level definition of Service Managementroles for
site-wide capabilityassessmenttool
 Delivered mentoring program for 9 Philippines based resources through engagementwith mentors across the regions
 Completed the training on Skills Standards for IT Professionals (ITSS Operation Process)
Mar 2008 – Dec 2011: Service Delivery Manager, Hewlett-PackardCompany – Responsible for the end-to-end delivery of the
services offered by the organization encompassing organizational building,training and development,process compliance,and daily
execution of managementand administrative functions. Managed 2 teams with initial headcountof16 resources.
 Delivered transition and integration ofglobal resources for financial reporting services into a single organization using basic
projectmanagementmethodology
 Delivered total of 7 headcountgrowth by driving operational excellence,solutioning for service expansion and negotiation with
the customer
 Achieved service alignmentfor Level 2 supportof profit forecasting services through documentation of Service Definition and
Delivery Expectations and agreementwith the customer
 Achieved all time high customer satisfaction rating for supportdelivered to profit forecasting services

2.  Delivered internal succession through coaching and delegation for development
 Achieved the following certifications:
o Managers Certificate in IT Service Management (ITIL v2)
o ITIL Expert in IT Service Management(ITIL v3)
 Completed the following trainings:
o 7 Habits for Managers
o 360 Degree Leader
Feb 2011 – Dec 2011: Program Owner for Client-Vendor Alliance Initiative, Hewlett-PackardCompany – Responsible for the
integration and delivery of on-boarding courses relevantfor both organizations.
 Delivered training courses,immersion and site visits for 183 participants
Feb 2007 – Mar 2008: Team Leader, Hewlett-PackardCompany – Responsible for coordinating the work assignments and activities
within the team.Managed 12 resources supporting supplychain services within European region ofa global Consumer Industry
company. Led monthlyinternal service reviews and team meetings
 Met all targets setfor ticket resolution measures across all services bydriving continuous improvements within the team
 Delivered the transition requirements for the team’s service expansion
 Achieved certification in SAP SCM - Procurement
 Completed the following trainings:
o 7 Habits for HighlyEffective People
o Stepping Up to ManagementTraining
Nov 2006 – Oct 2010: Program Owner for On-boarding Initiative, Hewlett- PackardCompany – Responsible for the identification
and delivery of new employee’s on-boarding needs ofthe tower. Managed pool of class owners,trainers and facilitators. Managed
allocated training budget.
o Delivered training runs for 509 new hires
o Delivered standardization ofonboarding requirements and training plans
o Achieved 100% completion for the redeploymentofthe company’s strategywithin the organization through team sessions and
organizing photo contest
Jun 2006 – Feb 2007: Application Specialist, Hewlett-PackardCompany – Responsible for supporting SAP Production Planning
and Materials Managementapplications in production for the European region ofa global Consumer Industrycompany. Performed
system and batch job monitoring. Handled service requests. Managed incidentand problem resolution. Validated changes.
 Contributed to the knowledge transfer ofthe startup team by conducting training and through documentation ofsupport
processes
 Resolved 108 incidents and requests with 100% completion within targettime rate
Aug 2003 – Jun 2006: Application Specialist, Hewlett-PackardCompany – Responsible for supporting SAP Production Planning
applications in production for the Asia region of a global Consumer Industrycompany. Performed system and batch job monitoring.
Handled service requests. Managed incidentand problem resolution. Validated changes.
 Resolved 938 incidents and requests with 100% completion within targettime rate
 Delivered implementation ofvendor model solution for 1 marketon time
Jun 2003 – Aug 2003: Systems Analyst, Procter and Gamble – Responsible for supporting SAP Production Planning applications in
production for the Asia region. Performed system and batch job monitoring. Handled service requests. Managed incidentand problem
resolution. Validated changes.
 Completed internal onboarding program
 Achieved ITIL Foundations certification
BSc Civil Engineering,De La Salle University – Manila, Philippines,2002 (Graduated Cum Laude)
Civil Engineering Licensure Exams,Professional Regulations Commission,Philippines,2003