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Work Background
DXC TechnologyAccount Delivery Manager
Jul. 2017• Responsible for maintaining a strong customer relationship with Client DR lead Management Team. • Leads the DR Team and ensures that all annual DR deliverables are met. • Ensures the RTO and RPO SLO’s are met, and breaches logically explained to the customers satisfaction. • Collaborates with the different Platform Teams and Business Testers to plan and run exercises.
IBM Solutions DeliveryIT Specialist, IT Coordinator
Dec. 2009 - Jul. 2017Quezon City, Philippines• Ensures that reported issues are properly recorded, including the resolution used.
• Analyzes, tracks and monitors all escalated issues, acts as a resolution owner and ensures that issues are properly resolved. Regularly checks for new issues/incidents raised by key business users.
• Escalates unresolved issues to other pre-identified support groups.
• Maintains daily linkage with the key business users to remain in the loop on day-to-day operations issues and status.
• Provide analysis and critical next steps as appropriate and updates during Severity 1 outage situations.
• Analyzes impact, risks and effort needed to implement a change request.
• Carries out approved changes to the system.
• Participates in the change review meetings.
• Generates and analyze trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results and periodic SLA reports/ scorecards.
• Shields the business from the complexities of other IT groups by being Single Point of Contact of business operations for major infrastructure concerns.
Stream Global SolutionsOperation Command Center Engineer
Jul. 2008 - Dec. 2009Mandaluyong, Philippines• Complete tasks based on Workflow and Outages.
• Monitor applications, systems, servers, voice and data infrastructure and Data Centers using industry standard monitoring tools and manual diagnosis.
• Assist with the creation of documentation of daily Network/Voice/Server Operations tasks.
• Respond to alerts in order to maintain the highest available uptime of the network.
• Perform Level 1 troubleshooting for network/voice/server outages.
• Enforces proper escalation of problems to appropriate support units or solution providers for immediate action. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.
• Open TAC/Avaya/Microsoft/Vendor specific cases as necessary.
• Perform work according to established policies and procedures.
• Analyze reports and problem trends to formulate preventive measures and address recurring problems.
• Performs miscellaneous job-related duties as assigned.
Stream Global Solutions (formerly Etelecare)Incident Response Analyst
Jun. 2007 - Jul. 2008Quezon City, PhilippinesHandles critical IT outages being reported to Service Desk performing the following but not limited to:
• Collates all necessary information regarding an outage and leads user through diagnostic procedures to be able to eliminate points of failures. • Ensures that proper recording and classification of issues being encountered are observed prior to escalation and release of notification.
• Familiar and able to support at least 75% of client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.
• Performs constant monitoring and sends frequent updates on on-going IT related issues that affects the company’s revenue
• Maintains and restores business continuity by reporting and escalating the incident to proper channel.
• Contacts client helpdesk for escalation if the issue is proven outside of the company’s network
• Informs IT heads and Program Leaders of the reported down time / outage and the latest update received from Tier-2 support or Client Helpdesk
• Coordinates with Operations team to check if the issue has been fully resolved
• Opens and moderates conference calls if necessary for the incident reported
• Monitors any pending Request For Change (RFC) filed and provides updates on the current RFCs being implemented
• Creates weekly and monthly report summarizing all outages experienced during the period mentioned
• Serves as a back up in proactively monitoring Equipment alerts from Monitoring tools to prevent possible issues (Monitor applications, systems, servers, voice and data infrastructure and Data Centers using industry standard monitoring tools and manual diagnosis.) • Continually revise and improve Incident Response processes to better support the company
• Analyze reports and problem trends to formulate preventive measures and address recurring problems
• Performs incident management
• Enforces problem management procedures
Stream Global Solutions (formerly Etelecare)IT Helpdesk Associate
Apr. 2004 - Jun. 2007Quezon City, PhilippinesServes as a central point of contact for all IT-related concern within the company. The tasks being handled are as follows but are not limited to: • Serves as the 1st line of escalation for IT issues within the company (via calls and emails)
• Serves as the point of contact to all Tier-2s for resolution of any IT related issues
• Coordinates issues to client Service Desk for any IT related issues experienced within the corporate network.
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