Experience

TELUS International Digital Solutions

• Canada
• IT Services and IT Consulting
• 300 - 400 Employee

• Incident Manager

  • Mar 2023 - Present



TELUS International Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• API Support Analyst

  • Jul 2018 - Mar 2023

  - Provided excellent end-user, client, staff, and system support for a real estate company's API services- Demonstrated exceptional mastery of the company’s API products and services- Established and implemented efficient API support processes for the business- Managed, prioritized, and resolved support requests tickets- Assisted the API Development team with day-to-day development tasks- Collaborated with multiple cross-functional teams to support business concerns and issues regarding APIs- Gained working experience and familiarity in SDLC, presales, change management, and incident management processes- Conducted relevant system and account administration- Created and delivered ad-hoc reports for stakeholders- Prepared technical documentation for API services to facilitate ease of use for internal and external stakeholders. Show less

• Incident Manager

  • Jan 2023 - Feb 2023

  Recently taken an apprenticeship under TELUS' Incident Management team.

• Service Desk Analyst

  • Oct 2016 - Jul 2018

  Pioneer helpdesk support for an insurance-related application and web service for AU and NZProvided exceptional customer service and technical support to application users via voice, email, remote connection

• Service Desk Analyst

  • Jun 2015 - Oct 2016

  ITO - Internal Communications Request Internal support for Telus employees-Fulfilled first level of technical support and requests from Telus employees-Provisioned mobile phones, mobile organizational software such as Maas360 and Blackberry Enterprise, IT hardware and software.-Procured hardware and software licenses through SAP-Managed hardware and software licenses inventory-Generated and prepares monthly reports on ticket stats -Ensured quality adherence of team members when purchasing through SAP and when processing requests through internal system Show less