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Work Background
ScalableOSSen. Systems Engineer
Jul. 2022Seattle, Washington, United States
EMAPTAApplication Manager
Jan. 2019 - Jul. 2022Ortigas Center, Pasig City● Responsible for delivering IT application services in accordance with the SLA and act as the primary point of contact for service escalations. ● Accountable for the provisioning, access, and security of applications for both clients and core employees. ● Implement best practices in accordance with ITSM. Including but not limited to; Access Management, Change Management, Incident Management, Problem Management and Asset and Configuration Management. ● Review projects, new applications, and existing user access for appropriate security controls and segregation of duties. Establish and document policies, procedures and guidelines related to user and system access. ● Provide strategical and design recommendations to management and mentor team on various stages of transition and maintain applications in operation. ● Manage VDI design, deployment and maintenance to internal and external customers. ● Accomplish information technology staff results thru communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures. ● Maintains quality service by establishing and enforcing organization standards and security best practices. ● Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
HCL TechnologiesWindows System Administrator L3
Mar. 2017 - Nov. 2018BGC, Taguig● Perform advanced to expert troubleshooting of the following: - Microsoft Windows Server operating system related issues. - Microsoft Exchange\Lync\Blackberry related issues. - VMWare VSphere infrastructure related issues. ● Provide feedback and help in the testing of new technical design ensuring the design is maintainable and extendable. ● Resolve all issues at HW and OS level, classify, and escalate other issues to other senior team members on-site or refer to on-call. ● Keep incident management SOPs, WIs, and other documentation up-to-date. ● Be the 2nd line of defense before vendor escalations. ● Update incident tickets. ● Participate and/or lead projects on server support activities (i.e. tools deployment, tools upgrades). ● Join team meetings.
HCL TechnologiesProduction Control Analyst
Sep. 2016 - Mar. 2017BGC, Taguig, Philippines● Schedules and monitors ad hoc and production jobs. ● Ensures jobs and activities are completed accurately and on-time. ● Analyzes internal user procedures, process workflow, and deadlines. ● Verifies record count (input and output) for accuracy, batch jobs requirements, etc. ● Evaluates processing workload and schedules jobs using job-scheduling software. ● Troubleshoots processing problems and resubmits jobs as necessary and/or escalates the problem. ● Ensures availability of hardware and associated equipment. ● Performs various operations and library functions, such as back-up and error recovery, data/document control and report output distribution. ● Maintains associated production reports and logs. ● Ensures that appropriate billing records are generated for each job. ● Interfaces with customers and management as primary point of contact regarding production schedules. ● Ensures that proper notification and escalation procedures on missed checkpoints or other batch/online processing delays are being followed. ● Develops scheduling resolution/analysis skills and software knowledge. ● Performs all module migrations. ● Coordinates turnover between shifts to ensure a smooth transition.
KMC Solutions, Inc.Senior Support Specialist
May. 2015 - Jun. 2016BGC, Taguig, Philippines● Lead support of Manila team for One, Inc. products, functionality, software, and other related system software, adhering to One, Inc./SDLC life cycle. ● Providing technical analysis guidance for production issues raised that affect One, Inc. products to ensure work assignments are delivered as per agreed timelines (SLAs/OLAs). ● Apply principles and methodologies of ITIL development practices, understanding the full lifecycle of application development (SDLC). ● Interprets written business requirements and technical specification documents. ● Performs documentation and analysis of written technical specifications and client raised defects and concerns. ● Colaboration with developers and business analysts aspects of product delivery including defining project scope, specifying deliverables, estimating project duration, effort, creating detailed project plans, providing status report and managing change request. ● Maintain regular communication with other teams and business stakeholders to be aware of enhancements and changes that could impact the surround products. ● Perform software simulation, software analysis, code analysis, requirements analysis, review, system risk analysis, software reliability analysis, identify the problem areas and bottleneck processes. ● Coordination and delegation with the developers front end graphical user interface design coupled with performance tuning, improvement, balancing, usability and automation. ● Review surround based support enhancements and requirements to provide technical guidance for surround products changes and efforts. ● Attend all team meetings and eCAB meetings when any of the One, Inc. products or resources are involved to help facilitate RFC deployments. ● Attend and actively participate in all One, Inc. production deployment / implementation / hand-off discussions and meetings. ● Consult and advise on product launches, client specific surround needs, testing scenarios and work-arounds.
JPMorgan Chase & Co.Tech Ops Analyst
Jan. 2014 - Nov. 2014BGC, Taguig, PhilippinesAchievements:
● Acted as APAC Lead Support during the Washington Mutual Bank convergence. Handled transitioning and reconfiguration of branch servers, workstations and printers.
● Spearheaded Evergreen project that resulted to access clean up, passed company’s risk policy and free up server disk space for faster search results of entities.
● Conducted ITIL V3 Foundation training across JPMorgan Chase line of businesses on both onshore and offshore locations. The company saved $50,000 worth of training fee and achieved 80% certification passing rate. Helped trainees to be more competent and knowledgeable in IT environment.
● One of the Chase “Tala Awardees” during Philippine GSC Employee recognition program for demonstrating initiative and core driven values.
● Created documentation of processes and procedure of multiple applications currently utilize by access administrators to perform job function. Key Responsibilities:
(I & AM – Enterprise Access Administrator)
● Working closely with different LOBs to identify business application that needs access management, with minimal costs and higher handling requisition benefits of acquiring / decommissioning access. ● SME to around 200 applications handle by our group (Central Access Management), including its Information Owners and Application Developers. ● Participate in project planning sessions (ITSM) with project managers, business analysts and other stakeholders to analyze business application requirements and outline the proposed IT solution. ● Triage and perform non-scripted resolution activity for assigned applications that is escalated from lower levels. ● Provide detailed information to L2 and application developers’ escalation points of contact and to the leadership team. ● Assist level 1 & 2 personnel with issue resolution and implementations as required. ● Develop and publish executive level reports (MBR) for product and management stakeholders.
JPMorgan Chase & Co.Tech Ops Analyst
Jan. 2013 - Dec. 2013Philippines, Taguig(Active Directory – Central Access Administration)
● Active Directory administrator for CAA team on RB domain. Provide permissioned access to Retail / Mortgage clients for more than 70 applications and platforms on the RB domain.
● Work to ensure the AD environment is in compliance with the corporate IT policies and standards, as well as best practices.
● Engage with project managers of new globalization work streams and Retail Citrix team to develop access profiles based on the business requirements of the project.
JPMorgan Chase & Co.Tech Ops Analyst
Nov. 2009 - Dec. 2012Philippines, Taguig(RDS – Retail I & AM)
● Assisting our Line of Business users by provisioning properly authorized system access in a timely and secure manner.
● Add, modify and delete access for applications, core platforms and associated databases by providing users with an appropriate level of access to business applications that directly impacts the firm's ability to service internal and external customers.
● Responding to Level 2 complex user access requests within the R-SAM request system.
● Process re-certifications requests from Chase employees for access to certain tools, platforms or applications that they need to perform their job function.
● Following Information Owner sanctioned procedures for provisioning access, responding to escalated requests immediately and documenting all request activity within the request system for audit compliance, while adhering to SLA requirements.
● Resolve Peregrine Incident Management requests in the same manner.
● Update Knowledge Objects (KOs) for access problem resolution, write access procedures, investigate access issues, and perform troubleshooting as necessary including gap analysis on process & procedures
● Audit/compliance activities, projects, and verbal/written communications to our customers and advanced troubleshooting skills.
● All break glass password resets are to be completed within 24 hours after the initial 24 hours.
● Actively participate in the iSpace / Windows 7 roll-out and repairs.
● Continue to work toward addressing known issues with the accounts in EPV that aren't automated.
● Perform Gap Analysis on current process & procedures.
JPMorgan Chase & Co.Tech Ops Analyst
Sep. 2008 - Oct. 2009Philippines, Taguig(Consumer Retail Branch Support)
● Provide operational leadership to 1st level support, and provide 2nd level triage and project support to the bank’s business applications, file transfers and data loads including work order management, job scheduling and execution, file and database table management, transfer/load/extract data management, capacity management, application and business data recovery, business continuity (BCP) and disaster recovery (DR).
● Remote access technical server/desktop support engineer (iLO, RSA 2, VNC, RDP and Eagle 10.1.21).
● Hardware/software problem determination, consultation, configuration, installation.
● Active Directory MACD requests (move, add, change, delete) and password resets.
● Rights correction issues and consultation requests.
● Deployment execution, testing and validation of servers, desktops, laptops and all peripherals.
● Problem resolution ownership (HP/IBM Servers, Desktops, Laptops, Printers, Banker & Teller workstation peripherals).
● Maintaining the quality, upkeep and integrity of the technology assets in the environment.
Maintenance Management Group (MMG)IT Manager / Administrator
Feb. 2007 - Mar. 2008Dubai, UAEAchievements
● Network infrastructure rehabilitation and its policies throughout the UAE offices.
● Trained and develop staff initiative for the CAFM inventory system project.
● Completed DRP and Backup system implementation and management, local or remote.
● Biometrics solution for administering the time and attendance all UAE staff across the region. Key Responsibilities
● Regional support and management of UAE and Qatar headquarters, along with its remote and on-site offices. ● Provision professional advice and practical assistance to all assigned end-user departments of the organization in the review and preparation of scopes of work, including project strategy and the verification of the completeness and accuracy of supplied technical information. ● MS Windows Server full management (active directory, DNS, domain replication, disk quota, data back-up, etc.). ● Network management of all offices, locally and remote ROBO / SOHO. ● Anti-virus server management (up-to-date of the servers and clients virus signature, status, Anomoly, etc.) ● MS Exchange management of both the server and clients (email account creation, migration, suspension, grouping, policy, etc.). ● VPN access implementation and configuration of the server and its clients on-demand. ● System back-up management on both the server and clients regularly. ● CAFM / CMMS management, both server and clients system (installation, configuration, management, etc.) ● MS SQL Server management (back-up / restoration, data correction, user creation, etc.) ● Data migration and analysis from the assets capturing team to the CAFM system. ● Customization and generation of reports thru Crystal Report tailored for the CMMS system. ● User training and management of the CAFM system use by the company (Avantis) along with its modules and add-ons.
Al Ghurair Foods - Gulf Import and Export Co.Shift Operation Supervisor
May. 2005 - Jan. 2007JAFZA, UAEAchievements
● First non middle-eastern supervisory staff for the company handling the full operation of all 24 silos, capacity holding of 11,000 metric tons each.
● Completed operations with gaining revenue record of $25,000 each, which formerly has a report loss worth to $36,000 on individual operations. Key Responsibilities
● Operates, maintenance and back-up of the central console system server (MS Windows 2000 / NT 4.0 with a WinCC platform) of the plant. ● Data synchronization and check-up of plants central console network connections (LAN, fiber optics, PLCs, sensor switches) regularly to other dedicated servers (Managers, Plant Supervisors, Control Room Supervisors, etc.) ● Monitoring systems failures of the plant through the console system servers and delegate either to I.T. / Elec. / Mech. team of the problem arising. ● Coordination with the C.E.M. B.D. and Maintenance department of the issues that may arise which may affect directly / indirectly upcoming operations. ● Updates the database management server (through SIMATIC WinCC database server) of any changes (Silo, Vessel, Material, etc.) to the central console system. ● Oracle ERP user assistance / training and database update of all activity output / deliveries within our department. ● Daily record update of the transactions made through formulated spreadsheets which later be sent to various Plant Managers for further information and later planning / meetings.
Gulf NewsService Desk Coordinator
Feb. 2004 - Mar. 2005Dubai, UAEAchievements
● Part of the pioneering IT help desk solution for the company and the only non middle-eastern staff, handling the full asset management and monitoring across UAE.
● Rehabilitation of all users systems and printers, both local and remote offices in UAE. Key Responsibilities
● Build and configure workstations (PC / Macintosh) to A.N.P. best build standards – using Active Directory Group Policy objects, ensuring current workstations are secured. ● Network (LAN, switches, DHCP server, etc.) planning, implementation and management on both within or offsite offices / branches. ● Perform software rollouts; critical & latest patches; security updates (local & remote areas - AUH, SHJ, RAK, etc.) using LANDesk Management Suite and as well with MS SMS / SUS Server. ● Perform tape back-up schedules. ● Understanding how Active Directory and networking services allow clients to function. ● Understanding MS Exchange architecture and how clients work with the same. ● Ideas for improving support for client workstations. ● Handle service desk monitoring system by recording incidents received through phone, emails and walk-ins. (Providing high degree of business and technical knowledge with the ability to solve most incidents at the time that the business user reports them. Necessary details must be collected, verified and documented in order to isolate and address issues raised by the users. Incident Control; record, prioritize, classify and escalate.). ● Provide Feedback to IT Management about the system related issues faced by users to improve quality of service under the ITIL Standards.
Al Nabarees Group for Comm. & ComputersSupervisor, System Support Engineer
Aug. 2001 - Oct. 2003Jeddah, KSAAchievements
● Introduce the company to the idea of forwarding clients in their needs of solutions using IT as their tool of business.
● Women’s Welfare Center - First to implement and management of a NGO to a government facility rehabilitating and upgrading their network and server hosting as DHCP, File / Printer Server, RAS and Active Directory. Key Responsibilities
● Site Supervisor of all IT operations of the company, including its other offices and projects. ● Project planning and deliberation of its proposal to all its clients and internal offices. ● Supervising desktop/s and laptop/s system (servers/workstations) installation, maintenance, and trouble shoot. ● LAN connections implementation and management (TCP/IP, MS Windows 2000 Advanced Server, DNS, RAS, DHCP, Active Directory, etc.). ● System assembly supervisory on the IT department and materialization of components on both server/s and client/s units type. ● Quality consultant of new incoming products and ideas for consumers’ release. ● Internet account management and activation over systems including mobile/s alike. ● On-site services on systems (servers/workstations) both within our office or clients outside. ● Help Desk Phone-In support regarding units by which was release under our company's distribution.
Micro-D International, Inc (MDi)Helpdesk, System Support Staff
Jan. 2001 - Aug. 2001Makati City, Philippines● Laptop/s general inspection, maintenance and trouble shoot on both hardware and software aspects including their peripherals, other accessories, as well for further upgrade (optional). ● Software component installations use for the Agent Micro System (AMS) Program and analysis for its units’ compatibility. ● Training new and current agents of the company on how to use, manage and proper disposal of their laptop units. ● Help Desk Support on inquiries nationwide regarding their units, network connections, Lotus Notes access and as well the AMS Program itself. ● Conducting extensive training to qualified users for the program on both main branch and nationwide outlets. ● LAN connection maintenance and trouble shoot within the main office and branches locally. ● Internet account installation on notebooks for remote access nationwide into our server for database downloading; and desktops connected through LAN based within the building. ● Shiva SAM Console network assistance on their accounts such as Internet, Lotus Notes access, LAN based access connections, etc. ● Novell Netware Administration assistance over connections, monitoring, and problem isolation.
Department of Science and TechnologyScience Aide
Jul. 1998 - Dec. 2000Central Bicutan, Taguig City, Philippines● Installation, maintenance and trouble shoot of workstations on both hardware and software inquiries within the department office and other agencies as well. ● LAN connection maintenance and management (cablings, TCP/IP, configurations, etc.). ● Regular inspection of system/s within the premises of the office where I was post (SPU). ● Monitoring funded projects sent to our office for further study then through our database storage. ● Preparation of materials use in such assemblies by our Government officials such as MANCOM, Brain Storming', EXECOM's, Congressional Budget Meeting, etc. ● On site inspection and analysis of projects nationwide funded under the department.
SPi GlobalDocument Analyst
Mar. 1998 - Jun. 1998Pascor Drive, Parañaque City● Downloading documents globally from clients then standard print outs for isolation encoding. ● Extraction and segregation of certain details over the materials then into our personalized atabase
storage. ● Back up of all taken materials in certain medias (CDRs, HDD, Servers, etc.) for future recovery and back up. ● Create detailed software formats’ that meets client’s expectation over the details taken. ● Deliver its finalization through our technical personnel's' for packaging and release on both nationwide and international standards wherein to clients specified points.
SIM ComputersComputer Technician
Mar. 1995 - Dec. 1996Cubao, Quezon City● Desktop assembly and its accessories/peripherals according to customer/s request. ● Installation of necessary software packages inside their system. ● Maintenance and trouble shoot of the systems brought to/from our office firm. ● Rendering on site services to clients on both inquiries hardware and software alike. ● Inventory and quality control of overall stocks and parts in used and in-house storage.
ScalableOS
Seattle, Washington, United States
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