Froilan Carrillo

Operations Manager

Led operations for project governance, delivery readiness, and resource planning in a high-volume PMO environment. Established a new operations team, improved delivery performance, and maintained high operational accuracy.

Operations ManagementProject GovernanceResource PlanningProcess ImprovementSLA Managementcapacity managementOnboardingTrainingDocumentation

Team Lead / Resource Manager

EPAM Systems

Led a global Application Support organization, overseeing operational performance, customer success, and workforce planning. Developed high-performing teams and consistently delivered service excellence across enterprise customer environments.

Team LeadershipResource ManagementSLA ManagementCustomer SuccessEscalation ManagementKPI AnalysisPerformance ManagementWorkforce Planning

Lead Applications Support Analyst / Subject Matter Expert

EPAM Systems

Served as senior technical and operational advisor for Application Support, mentoring engineers and improving service quality. Acted as bridge between frontline support and leadership, raising individual and organizational performance.

Technical MentoringCoachingSLA ComplianceEscalation ManagementPerformance ReviewsOnboardingKnowledge ManagementProcess Improvement

Senior Applications Support Analyst

EPAM Systems

Provided advanced technical support for enterprise customers on Google Cloud Platform, managing complex incidents from investigation to resolution. Recognized for technical excellence and high customer satisfaction.

Google Cloud PlatformIncident ManagementCustomer Effort Score (CES)Escalation ManagementTechnical Documentationengineering collaborationSLA Management

Senior Production Support Analyst L2

Wipro

Provided production support for enterprise applications in high-availability environments, ensuring operational stability through proactive incident management and continuous improvement. Developed dashboards and reduced response times.

Incident ManagementProduction SupportRoot Cause AnalysisChange ValidationDashboard DevelopmentProcess ImprovementDocumentationCustomer Relationship Management

Application Support Engineer

TCS

Provided production support for enterprise applications, maintaining high SLA compliance and reducing incident resolution time by over 80%. Investigated and resolved complex incidents across multiple technologies.

LinuxWindowsOracle DatabaseSQLIncident ManagementRoot Cause AnalysisProcess ImprovementKnowledge ManagementSLA Management

Systems Analyst

Softtek

Partnered with customers and project teams to design, develop, and support business solutions. Led process maturity initiatives and developed VBA-based automation solutions to improve efficiency.

CMMIProcess ImprovementRequirements GatheringVBA DevelopmentDocumentationSoftware TestingDeploymentCustomer Relationship Management