Denise Bondoc

program recovery & transformation consultant (TELCO/IT)

About

I started as a software developer back in 2006 at an IT consulting firm in the Philippines. My first task was testing, and I remember it was challenging — being a newcomer delivering critical feedback. During that time, I worked mostly on development. Then I went to Singapore in 2008 after a failed attempt at becoming a cabin crew. I was 23 and still finding myself.In Singapore, it is easy to volunteer for more work especially at smaller companies. So I dabbled with IT management, system and database administration then became a system analyst. I was getting comfortable when I was offered a role at a big IT consulting firm. Initially, it wasn't much different from what I was doing before, but it introduced me to the corporate world.The most stressful but most rewarding job I've had was as a crisis manager at a big telco when I was 30. After that, I thought I deserved to relax. So I went to a bigger telco, studied forensics while working as a solution integration architect, enterprise architect, auditor, and then project portfolio manager focusing on strategy alignment, governance, and risk mitigation.But there is nothing I enjoy more than investigation and problem solving.
What makes me happy is giving people more time to enjoy life - by stabilizing their work life. And I hope to keep doing that while doing the things I love. Cheers!

Contact

Interested in working together? Drop me an email, and I will respond in 48 hours

8 Temasek Boulevard #42-01
Suntec Tower Three, Singapore 038988(65) 66505210
[email protected]

work

I work across architecture, recovery, and governance layers to ensure end-to-end transformation coverage. Check out some of my previous work.

Case 1: CRM Migration🔍 Problem
A large-scale OSS/BSS CRM migration exposed structural misalignment between legacy customer hierarchies and the target platform’s constrained data model, creating risk to data integrity and system stability.🧠 Investigation
• Mapped gaps between legacy customer structures and target CRM model
• Identified inconsistencies in hierarchy and embedded business rules
• Assessed downstream dependencies across billing, OMS, and integration layers
• Evaluated migration constraints imposed by vendor configuration limits🔧 Solution
• Redesigned customer model to align legacy complexity with platform constraints
• Defined revised customer hierarchy and integration approach across core systems
• Built a migration mapping framework to preserve critical business relationships
• Aligned stakeholders on adjusted architecture to mitigate transformation risk📈 Result
• CRM transitioned successfully without structural failure
• Preserved customer data integrity through go-live
• Eliminated post-implementation rework seen in other domains
• Established a stable, scalable customer architecture for downstream expansion

Case 2: Metro Ethernet OMS🔍 Problem
The organization needed to implement Metro Ethernet service provisioning within a ServiceNow OMS environment while integrating with an existing OSS/BSS ecosystem, including Amdocs and NetCracker. The challenge was to replace fragmented manual workflows with a scalable, automated provisioning architecture without disrupting existing system dependencies.🧠 Investigation
• Analyzed Metro-E product structure, service definitions, and provisioning lifecycle
• Mapped end-to-end order flow across OMS, resource, billing, and NMS
• Identified integration dependencies
• Assessed current-state manual provisioning workflows and system constraints
• Defined data and process requirements for automated service orchestration🔧 Solution
• Designed end-to-end provisioning architecture for Metro Ethernet services in OMS
• Defined orchestration flow from order capture to service fulfillment/provisioning
• Established integration model across OSS/BSS systems for data consistency
• Translated manual workflows into automated, system-driven processes
• Created scalable design foundation for future service automation expansion📈 Result
• Delivered a structured end-to-end provisioning architecture for Metro Ethernet
• Reduced reliance on manual provisioning workflows
• Improved coordination across OSS/BSS systems
• Established a scalable foundation for automated service activation in OMS

Case 3: Post-Merger Integration🔍 Problem
Following an acquisition of a hosting service provider, the organization needed to integrate disparate customer, service, and billing models into its existing OSS/BSS platforms. Significant structural differences between the two environments created risks of data inconsistency, billing errors, and service disruption during migration.🧠 Investigation
• Analyzed differences between acquired and parent customer and service models
• Assessed billing logic and account structures across both environments
• Identified gaps in data consistency and integration compatibility
• Mapped migration risks affecting operational continuity🔧 Solution
• Aligned acquired entity’s customer, billing, and service structures to target model
• Executed structured data migration into core OSS/BSS systems
• Coordinated validation and testing across business and technical teams
• Ensured end-to-end process integrity across billing and service workflows
• Supported operational readiness during transition phase📈 Result
• Integrated acquired entity into core platforms with minimal disruption
• Established unified customer, service, and billing data model
• Improved billing consistency and governance across systems
• Created scalable foundation for future acquisitions and integrations

Case 1: OMS Crisis Recovery🔍 Problem
A large-scale OMS migration resulted in severe operational instability, generating thousands of daily incidents and disrupting service provisioning across multiple product lines including Mobile, FTTH, Broadband, and VoIP.🧠 Investigation
• Analyzed provisioning architecture, automation logic, and fallback workflows
• Identified failure points across order capture, fulfillment, and integration layers
• Assessed root causes across systems, processes, and product configuration🔧 Solution
• Defined and orchestrated recovery execution plan across support/ops/dev teams
• Established L1 SOP for customer impact management and incident handling
• Directed recovery teams on remediation execution and prioritization
• Coordinated with dev and business teams to drive long-term remediation📈 Result
• Reduced daily incident volume from 2,000+ to near zero within 3 weeks
• Stabilized service provisioning across multiple product lines
• Improved cross-team coordination and incident response efficiency
• Established a repeatable operational recovery framework

Case 2: Inventory Failure🔍 Problem
A large-scale inventory mismatch impacted high-value enterprise customers due to process misalignment, outdated system patches, and automation defects across multiple core systems. The issue affected consistency between ordering, billing, and inventory records, creating risk to service reliability and customer operations.🧠 Investigation
• Analyzed end-to-end data flows across ordering, billing, and inventory systems
• Assessed system integration points and process dependencies
• Identified gaps caused by outdated patches and automation failures
• Evaluated inconsistencies in inventory records across critical accounts🔧 Solution
• Designed system-wide data mapping across inventory, order, and billing layers
• Restored and corrected inconsistent or incomplete data across systems
• Aligned and validated inventory records through cross-system reconciliation
• Worked with process owners to realign automation logic
• Introduced structured operational procedures for issue prevention and handling📈 Result
• Enabled restoration of inventory sync across systems with >95% accuracy
• Prevented recurrence of mismatches for key enterprise accounts
• Improved cross-system data consistency and operational reliability
• Reduced resolution time for similar incidents through improved processes

Case 3: Oracle Cluster🔍 Problem
Frequent Oracle database outages occurred in a Sun Cluster environment due to incompatibility between the Oracle version and cluster software. The cluster failed to reliably detect failures, resulting in repeated production downtime and service instability. A full database upgrade was not feasible due to constraints.🧠 Investigation
• Analyzed Oracle database behavior within Sun Cluster failover configuration
• Identified compatibility gaps preventing reliable outage detection
• Assessed impact of cluster failure on high availability and service continuity
• Evaluated constraints around database upgrade and infrastructure changes
• Reviewed system-level monitoring and failover mechanisms🔧 Solution
• Designed custom monitoring scripts to track Oracle instance health
• Implemented manual failover trigger mechanisms to ensure service continuity
• Automated key parts of disaster recovery workflows to reduce downtime impact
• Supported transition planning toward improved high-availability architecture
• Documented risks and long-term remediation requirements for upgrade planning📈 Result
• Stabilized database availability with near-zero false failovers
• Reduced production downtime by 80% within the first month
• Improved operational resilience through enhanced monitoring and recovery
• Established foundation for future high-availability architecture upgrade

Case 1: Governance Reform and Project Optimization🔍 ProblemFragmented intake and weak governance led to poorly aligned and often redundant development initiatives. Lack of visibility into existing capabilities resulted in inefficient use of capacity and missed opportunities for reuse or configuration-based solutions.🧠 Investigation
• Analyzed portfolio of active and past initiatives
• Identified redundancy in development efforts
• Mapped existing system capabilities vs business requirements
• Assessed gaps in governance and decision-making🔧 Solution
• Introduced structured governance and intake framework
• Implemented feasibility and prioritization process
• Established visibility into existing system capabilities
• Encouraged reuse and integration over new development
• Trained teams on structured planning and evaluation📈 Result
• Increased delivery throughput by 4x
• Delivered $2.5M in business value and cost savings
• Reduced redundant development effort by 90%
• Improved alignment and resource utilization between business and IT

Case 2: Digital Forensics🔍 Problem
A company required a confidential digital workplace investigation to review employee communications following an internal concern, with strict requirements for evidence integrity, privacy, and HR/legal compliance.🧠 Investigation
• Defined investigation scope, custodians, and evidence handling protocols
• Collected and preserved email and chat data using forensic-grade methods
• Maintained chain-of-custody documentation throughout evidence acquisition
• Reconstructed a verified timeline of communications across multiple systems
• Correlated findings to ensure consistency and evidentiary accuracy🔧 Solution
• Conducted structured analysis of email and chat data
• Reconstructed event timeline based on verified digital evidence
• Produced HR-ready report with executive summary and evidence
• Organized evidence catalog to support auditability and review📈 Result
• Delivered a fully verified communication timeline for HR review
• Ensured complete evidence integrity through chain-of-custody controls
• Enabled confidential handling of sensitive workplace investigation
• Supported informed HR decision-making with structured, auditable findings