SUMMARY

• An ITIL Certified Professional with 7 years solid IT work experience having 5 years of it working as a Team Leader servicing multinational companies.
• Consistently meet tight deadline schedules within high - pressure situations.
• Skillful on supervising and coaching staffs with indisputable reputation for dedicated teamwork, high energy work ethic and commitment to customer service.
• A Continuous champion on applying ISO and ISMS Standards on Management processes (Incident, Event, Change, Risk and Issue Management)

TECHNICAL SKILLS

Database Technologies: MS SQL, Sybase and Oracle (limited)

Programming Languages: Turbo C, Cobol, Unix - Bourne Shell Scripting and Perl Scripting

Debugging Tools: Workshop, Animator

Monitoring Tools: Sitescope, Nagios, SpectrumTicketing Tools Remedy, Service Desk Manager

PROFESSIONAL EXPERIENCE

Confidential

Shift Lead

Responsibilities:

• Supervise a shift team composed of technically competent IT staff handling infrastructure and application monitoring and Service Desk type of work
• Monitor and measure overall shift team performance and identify areas for improvement
• Take on escalation calls and convert them to management escalations if needed
• Ensure Incident Management, Event Management, Request Fulfillment processes are being followed
• Ensure Daily operational tasks are executed properly and timely
• Identify and attempt to manage operational risks and issues encountered by the shift team
• Oversee staffing requirements including, but not limited to ensuring shift teams are covered by capable people, and managing team schedule, attendance and other staffing reports
• Provide input to performance reviews
• Review submitted daily status reports and shift handover reports
• Regularly attend Scheduled Monthly 1 on 1 Meeting with NOC L1 staff
• Updates Timeliness Entries for P1 and P2 CIRTs, ensure its accuracy
• Perform GOC Metrics Review
• Perform audit review of Required Fields from the CIRTs) logged from the past 12 hours for Data Accuracy and Completeness
• Monitor CIRT Hourly Report and review if regular updates is provided
• Reviews/updates On-Call schedule posted at One Team site.
• Ensures Executive IC and CTO escalations are performed on the defined time.
• Checks the On-call Schedule and make sure it is kept updated.
• Risk and Issue Tracking
• Plots GOC L1 Schedule and address Shift Swaps or Sick Leaves
• Submits bi-monthly schedule to Confidential TCP HR and reviews KR Contractors Timesheet
• Write Shift Lead Hand Over Notes and Shift Lead Weekly Report
• Submit Monthly Accomplishment Reports

Confidential

Application Support Analyst

Responsibilities:

• Providing Tier 2 operational support for a range of critical applications used by MGL staff and MGL business clients
• Resolving incidents quickly and effectively
• Assisting with root cause analysis of incidents & user
• Performing user and data administration for the applications
• Identifying and fixing system bugs, or raising requests for systems modifications to Senior Development Teams
• Creating and Producing both regular and ad-hoc reports
• Developing and maintaining scripts used to ensure the smooth operation of applications

Confidential

SHIFT Lead

Responsibilities:

• Take active part in discovering and over-turning performance problems, either among the team members or teams
• Analyze ongoing problem of the Operation Center that reflects on its credibility, formulate, recommend and and possibly help implement solution
• Consciously work towards raising the morale or engagement of the Shift team
• Actively ensure compliance of the team to Confidential ’s standards, procedures, and policies (like ITIL, ISMS, ADM, ISO20K)
• Participate in internal bridge representing OC, orchestrate outage troubleshooting and resolution within OC's scope, effectively write POR for each outages that went thru OC as well as OC Shift Summary with appropriate level of details and leverage on team's strength by delegating task and gathering technical details to make necessary escalation calls
• Execute all the tasks as listed in the OC Shift Lead Daily Task List
• Evaluate existing high-level processes that is affecting how the shift works, and recommend/implement workable improvements
• Prepare management reports, metrics and trend analysis which articulate operational inefficiencies, recommendations to close gaps and drive the implementation of solutions.
• Seek to acquire leadership training that would help familiarize with leadership roles
• Directly coach team members to help them either improve from poor performance or to elevate them to next level
• Maximize personal productivity by creating and utilizing free times to do special lead assignments (training, meetings, counseling, etc)
• Analyze and draft metrics, targets and strategic imperatives based on organizational plans
• Create SOP’s or Guidelines that will help reduce the possibility of occurrence or recurrence of potentially serious problems

Confidential

Batch SHIFT Lead

Responsibilities:

• Analyze ongoing problem of the Operation Center that reflects on its credibility, formulate, recommend and implement solution
• Evaluate existing high-level processes that is affecting how the shift works, and recommend/implement workable improvements
• Consciously work towards raising the morale or engagement of the Batch Operations team
• Directly coach team members to help them either improve from poor performance or to elevate them to next level
• Actively ensure compliance of the team to Confidential ’s standards, procedures, and policies (like ITIL, ISMS, ADM, ISO20K)
• Maximize personal productivity by creating and utilizing free times to do special lead assignments (training, meetings, counseling, etc).
• Prepare management reports, metrics and trend analysis which articulate operational inefficiencies, recommendations to close gaps and drive the implementation of solutions.
• Analyze and draft metrics, targets and strategic imperatives based on organizational plans
• Create SOP’s or Guidelines that will help reduce the possibility of occurrence or recurrence of potentially serious problems