CAREER SUMMARY
10+ years of experience in ITIL-certified IT service management processes, including i----------- management, problem management, change management, release management, and continual service improvement.
Proven ability to develop and maintain reports and dashboards, including KPI monitoring and analysis.
Expertise in technical writing for IT projects and process documentation.
Experience in requirements gathering, analysis, design, development, deployment, administration, production support, troubleshooting, and implementation of technology solutions.
WORK EXPERIENCE
Asian Development Bank
Associate IT Analyst – Continual Service Improvement (CSI) (September 2022 - Present)
Manages own workload to ensure the timely and successful delivery of CSI projects.
Proactively challenges and seeks to improve ITSM processes and internal processes to meet changing service demands.
Makes a significant contribution to the definition of performance measurements.
Engages with key stakeholders to gather data on current performance and processes.
Liaises with multiple groups to ensure service level targets are met and customer satisfaction remains ----------- velops, manages, and maintains the CSI registry, plans, and associated materials.
Conducts and/or participates in weekly/monthly Operational reviews.
Ongoing TOR Discussion Changes: IT Analyst - IT Service Management:
Support projects and initiatives by facilitating/coordinating requirements and deliverables. Help oversee and support project task quality to meet objectives and completion within established timelines.
Perform data analysis and reporting for management and ----------- liver tasks and activities that contribute to improvement projects and initiatives to enhance IT service management processes.
Provide inputs, insights, recommendations, and documentation during business analysis activities.
Engage with key stakeholders at all levels within ITD to gather data on current performance and processes across the range of IT ----------- Service Management Analyst (January 2021 - September 2022)
I----------- Management (Applications) and ELS - Focal point for in-house applications supported.
Process ownership, documentation, and implementation of ITSM processes and ----------- rvice Level Monitoring - Ensures service desk activities are within SLA, provides process analysis, and identifies improvement opportunities.
Operational Level Monitoring - Coordinates with technical teams to establish OLAs and assists with the implementation.
Reports and Dashboards creation and analysis - Develop reports and dashboards for the upper management based on the KPIs provided. Provides analysis for decision-making.
Drives and participates in continuous improvement initiatives for process ----------- rviceNow administration - Assists with the administration and implementation of the ServiceNow ITSM tool.
Provides technical writing, documentation, and requirements-gathering assistance to internal IT projects and initiatives.
Subject Matter Expert/Lead (Application Support) (June 2019 - December 2020)
Acted as lead and focal point for any concerns on the supported in-house applications.
2nd-level support and expertise for complex i-----------, requests, and inquiries.
Coordination and escalation to product and technical teams, business owners, and end users.
Acts as liaison to Key Business Contacts and Management – facilitated regular service reviews, reported on application-related data and issues, and escalation of issues as needed.
Documentation, implementation, and regular review of the i----------- management process.
Provided constant training and knowledge transfer.
Drove and assisted in the creation of knowledge base articles.
Facilitated regular service improvement activities and process analysis.
Reports Analysis and ServiceNow Implementation
DXC.Technology (July 2014 – May 2019)
Technology Consultant II: Implementation Manager
Ensures overall execution and management of all implementation activities for a release.
Overall lead and owner of a release; provides technical input needed for planning ----------- t and exceeded all SLAs and have returned funding due to lower volumes and efficiencies.
Test System Protection and Governance Team Lead
Overall owner of the service that is being offered to clients on a global level; implements processes to protect the test systems, which will impact the production environment.
Process improvements and efficiency, management of people, escalation management, and accountability to run the service smoothly and as expected.
Conducts weekly meetings and scorecards for the team; 100% compliance on all records and Global Scorecards.
Responsible for setting the guidelines for Transport handling and approval for Test systems to ensure protection, visibility, and accountability.
KEY STRENGTHS AND SKILLS
ITIL Service Management
I----------- Management
Problem Management
Change Management
Release Management
Continual Service Improvement
Reports and Data Analysis, Process Documentation
ServiceNow & ITSM tools
Technical Writing
SDL Waterfall and Agile methodologies
TRAINING AND CERTIFICATIONS
ITIL 4 Foundation Training & Certification - ADB, Manila, 2023
ServiceNow Fundamentals - ServiceNow, Online, 2022
ITIL Continual Service Improvement Training – GreyCampus, Online, 2019
ITIL 4 Foundation Training – GreyCampus, Online, 2019
Project Management Essentials and Fundamentals – DXC.Technology, Manila, 2017
SAP SD Bootcamp – DXC.Technology, Manila, 2017
ITIL v3 Foundation Training – HP Enterprise, Manila, 2016
Agile Training – HP Enterprise, Manila, 2016
SAP Hana | SAP Project Methodology – HP Enterprise, Manila, 2015
EDUCATIONAL BACKGROUND
De La Salle University-Manila (May 2009 – June 2013)
Bachelor of Science in Information Systems
Dean’s List: 1st Term (AY-----------); 3rd Term (AY-----------); 1st Term (AY-----------)
DLSU Research Congress 2014: Best Thesis Paper
