Ferdinand Tiangha
Georgetown
Summary
An experienced IT Program Manager at General Motors with 3 years of proven success in managing complex initiatives and adapting to constantly evolving business needs. Skilled at setting priorities systematically and driving results through strong leadership, attention to detail, and excellent organizational skills. Believes that soft skills are a key strength, complementing technical expertise and business acumen. Dedicated to contributing to team success through hard work, a positive attitude, and a commitment to continuous learning and growth in the Information Technology industry.
Overview
25
25
years of professional experience
Work History
IT Program Manager
General Motors
05.2022 - Current
- Successfully managed and delivered manufacturing IT projects, ensuring alignment with production goals, operational requirements, and plant floor system needs.
- Led cross-functional teams across IT, OT, and manufacturing engineering to drive software deployments, upgrades, and system integrations.
- Skilled at coordinating complex schedules, managing vendor relationships, and mitigating risks to ensure on-time and within-scope project delivery.
- Experienced in gathering business requirements, translating them into actionable technical solutions, and ensuring alignment with plant operations and leadership expectations.
- Strong ability to manage Agile and Waterfall project methodologies, with a focus on delivering iterative improvements while maintaining long-term strategic goals.
- Recognized for exceptional communication skills, enabling seamless collaboration between technical teams, business stakeholders, and plant operations personnel.
- Proven ability to manage multiple concurrent manufacturing IT initiatives while maintaining focus on project quality, resource optimization, and process improvement.
- Adept at using project management tools like Azure DevOps (ADO), Jira, and Microsoft Project to track progress, manage deliverables, and report to leadership.
- Committed to fostering strong relationships with end users by gathering feedback, adapting solutions to real-world manufacturing needs, and promoting continuous improvement.
- Passionate about integrating soft skills—such as leadership, adaptability, and problem-solving—with technical project management expertise to drive overall team and project success.
Technical Support Analyst (TSE)
Visa - Cybersource
08.2018 - 05.2022
- The only North America TSE that Supports the 3rd Shift Team for Cybersource.
- Provides Support for CSRs in their escalation request.
- Supports Merchants in their on-boarding process, configuration request and production and test inquiries.
- Works closely with colleagues from Asia Pacific and CEMEA for regional merchants concerns and inquiries.
- Works with Technical Account Managers with their accounts to assist them with technical inquiries and issues when they reach out to request for assistance or when they are not available.
- Lead for Visa Digital Support Services Merchants (Samsung and Google) that proactively monitors and reach out to TAMs for alerts and possible escalations
- Lead for Visa Checkout Support and Release testing
- Lead for Tracfone Support
- Knowledgeable on the various Cybersource Integration methods and services that we offer our merchants and future merchants.
Sr. Customer Service Representative
Visa - Cybersource
09.2015 - 08.2018
- SME for 3DS and Global Merchant support for 3rd shift
- Support merchants for on boarding, configuration, integration and production inquiries and request.
- Interact with merchant and internal escalation teams via phone, email and electronic ticketing system.
- Works closely with colleagues from Asia Pacific and CEMEA for regional merchants concerns and inquiries
- Handles merchants high volume batch failed notifications
- Part of the Visa Digital Support Team that proactively monitors and reach out to TAMs for alerts and possible escalations
Associate Operations Specialist
The Home Depot
08.2013 - 09.2015
- Assisted stores to resolve issues that concerned their Hardware and Point of Sale systems.
- Worked directly with store associates to resolve technical system and hardware issues.
- Monitored and supports end-user hardware and software applications
- Supported existing systems to ensure operational stability for user groups in stores
- Provided customer support by answering end-user questions and maintaining a presence at a help desk or other customer point of contact.
- Supported Level 2 in overnight task
- ASM updates on Self Checkout /Rap
- Rebuilds for Self Checkout /Rap
- Page out Unix and other support groups
- Pause Batch for stores (when needed)
- Canada Hotfix for bill and coin acceptor
Sales and Service Manager/Retail Manager
Globe Telecom Inc.
03.2004 - 06.2012
- Worked with Internal Business Partners to ensure full operational support is provided to stores.
- Ensured that overall merchandising and visual presentation is within the organizational guidelines.
- Addressed and escalated subscriber complaints and damage control as needed
- Introduced innovation to improve overall operational efficiencies; and motivates staff to participate and even initiate special projects designed to improve operations.
- Prepared and managed the store’s budget and find ways to gain cost efficiencies.
- Lead and executed all people management efforts and initiatives (resource allocation, people management, succession planning.)
- Handled and resolved staff/HR concerns and escalates when needed.
- Prepared and ensured optimum staff scheduling to achieve cost efficiency.
- Conducted performance discussions with staff focusing on areas for development.
- Evaluated staff performance, grooms staff to take on more responsibility.
- Coached staff on the use of systems; explains processes and procedures; and reinforces lessons learned in functional and technical and customer service training.
Sales and Service Manager/Retail Manager
Globe Telecom Inc.
04.2000 - 11.2011
- Managed and leads sales team/store targets for various products.
- Assisted walk-in subscribers with their concerns and queries.
- Created career opportunities for subordinates
- Performed product demonstrations for potential clients.
Education
Bachelors and Science in Commerce - Business Management and Entrepreneurship
San Beda College
04.2000
Certification of Completion - Applied Project Management
Austin Community College
09.2019
Certification of Completion - Introduction to Project Management
Austin Community College
08.2019
Skills
- Time Management: Thrives in managing competing priorities and deadlines, ensuring that projects are completed on time, within scope, and with high-quality results
- Stakeholder Management: Strong ability to engage with clients, vendors, and internal teams, ensuring alignment on goals, expectations, and progress throughout the project lifecycle
- Adaptability: Ability to thrive in fast-paced, dynamic environments, quickly adjusting plans and strategies to accommodate evolving business needs and technological changes
- Attention to Detail: overseeing all aspects of a project, from technical specifications to client communication, ensuring nothing is overlooked and every detail is accounted for
- Software development lifecycle
- Scrum framework
- Business analysis
- Requirements gathering
Timeline
IT Program Manager
General Motors
05.2022 - Current
Technical Support Analyst (TSE)
Visa - Cybersource
08.2018 - 05.2022
Sr. Customer Service Representative
Visa - Cybersource
09.2015 - 08.2018
Associate Operations Specialist
The Home Depot
08.2013 - 09.2015
Sales and Service Manager/Retail Manager
Globe Telecom Inc.
03.2004 - 06.2012
Sales and Service Manager/Retail Manager
Globe Telecom Inc.
04.2000 - 11.2011
Certification of Completion - Applied Project Management
Austin Community College
Certification of Completion - Introduction to Project Management
Austin Community College
Bachelors and Science in Commerce - Business Management and Entrepreneurship
San Beda College
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