Experience

Workato

• United States
• Software Development
• 700 & Above Employee

• Business Analyst Team Lead

  • Oct 2022 - Present

  • Led team of 5 in providing level 1-3 support for business-critical applications with 99.99% uptime.• Provided guidance, coaching and mentorship to Business Support Analysts, leading to a 20% performanceimprovement in the team.• Developed and implemented an automated process that generated monthly reports, reducing the time spenton manual reporting by 80%.• Successfully led projects to 5 different business units (Legal, HR, Finance, Customer Success, ProductEngineering) ensuring that each project was completed on time and within budget.• Successfully completed projects ahead of schedule by 10%, due to proactive planning and management.• Successfully increased customer satisfaction by 20% through the implementation of Jira ServiceManagement• Successfully created a process improvement plan that was piloted in 3 departments, resulting in a decreaseof customer wait time by 30%.• Created an internal knowledge base, documents, newsletter and training plan for the whole organization.• Optimized applications using automation to improve performance and save cost by 20%. Show less

• Business Technology Support Analyst

  • Apr 2021 - Oct 2022

  • Provide in-application support for 130+ applications to 1,000 users globally with a 98% satisfaction rating.• Reduced support tickets by 10% each month through the creation of an internal knowledge base.• Created process improvements that streamlined departmental procedures, resulting in increased efficiencyby 20%.• Successfully implemented a Business Technology Training program for new hires which resulted in adecrease of onboarding time by 50%.• Reduced ticket volume by 20% through analyzing support requests and identifying process improvements.• Created a training program to increase new hire productivity. Show less



Peak Outsourcing

• Philippines
• Outsourcing/Offshoring
• 100 - 200 Employee

• IT Team Manager

  • Nov 2017 - Apr 2021

  • Manage emails and resolve tickets using a web-based ticketing system. (Jira, Service Desk Plus, iTop)• Provides Level 2 - Level 3 technical support to the following areas:• PBX and VOIP Applications: PBX, 8x8, Ring Central, Fuze, Avaya.• Microsoft Enterprise Softwares: Excel, Word, Teams, Outlook, Sharepoint etc.• Client Applications: Forticlient (VPN), Citrix, RDP setups for Windows and KRDC for Linux, Client Chat Software, etc.• Hardware, Software and Network Maintenance. including Network Printers and Wifi.• Windows Server Technologies.* Active Directory - Setup computer, user policies and restrictions per line of business.* DNS, VPN, QoS, DHCP.• Server and Router Configuration Maintenance.* Configuring Switches, Router, Floor Switches, Hubs and Switch.* Load Balancing, Firewall (Pfsense, SolarWinds), Router and Switches (Cisco Meraki).* Network Traffic Management (Cacti Graph)* Routing Protocols. (Static, OSPF, BGP)• Closely monitoring of the Trouble Ticket queue and work orders. Creates, modifies, and closes records via ticketing system. Assumes an active role in managing technical issues and assigns technicians to provide technical services to the operation and support departments to ensure that daily metrics and SLAs are met on a consistent level.• Proactively seeks out opportunities for improvement. Mentors, trains, coaches junior & senior specialist.• Conducts meetings with the team and other departments to review performance and processes for improvement.• Creates Standard Operating Procedures, Job Aids, FAQ docs, and Knowledge Base documents.• Knowledge Base Admin - Sets and Implements troubleshooting standards and processes. Documents best practices and develops new troubleshooting procedures, improves process flow to increase the teams capability and simplify the workflow.• Conducts interview for new I.T. Specialist. Show less

• IT Specialist

  • Nov 2016 - Nov 2017

  • Manage emails and resolve tickets using a web-based ticketing system. (Jira, Service Desk Plus, iTop)• Provides Level 2 - Level 3 technical support to the following areas:• PBX and VOIP Applications: PBX, 8x8, Ring Central, Fuze, Avaya.• Microsoft Enterprise Softwares: Excel, Word, Teams, Outlook, Sharepoint etc.• Client Applications: Forticlient (VPN), Citrix, RDP setups for Windows and KRDC for Linux, Client Chat Software, etc.• Hardware, Software and Network Maintenance. including Network Printers and Wifi.• Windows Server Technologies.* Active Directory - Setup computer, user policies and restrictions per line of business.* DNS, VPN, QoS, DHCP.• Server and Router Configuration Maintenance.* Configuring Switches, Router, Floor Switches, Hubs and Switch.* Load Balancing, Firewall (Pfsense, SolarWinds), Router and Switches (Cisco Meraki).* Network Traffic Management (Cacti Graph)* Routing Protocols. (Static, OSPF, BGP)• Closely monitoring of the Trouble Ticket queue and work orders. Creates, modifies, and closes records via ticketing system. Assumes an active role in managing technical issues and assigns technicians to provide technical services to the operation and support departments to ensure that daily metrics and SLAs are met on a consistent level.• Proactively seeks out opportunities for improvement. Mentors, trains, coaches junior & senior specialist.• Conducts meetings with the team and other departments to review performance and processes for improvement.• Creates Standard Operating Procedures, Job Aids, FAQ docs, and Knowledge Base documents.• Knowledge Base Admin - Sets and Implements troubleshooting standards and processes. Documents best practices and develops new troubleshooting procedures, improves process flow to increase the teams capability and simplify the workflow.• Conducts interview for new I.T. Specialist. Show less



TRICOM Dynamics, Inc.

• Philippines
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Hardware and Software QA Intern

  • Nov 2014 - Mar 2015

  • Develops new procedures for requirements gathering, needs analysis, testing, scripting and documentation to strengthen quality and functionality of business applications. • Handles complex hardware-to-software issues for Lenovo, Hitachi and Toshiba consumers and gaming desktops, tablets and laptops. • Performs Operating System, drivers, applications reinstall, upgrades (Win XP, Vista, 7) • Performs PC hardware installation and software optimization. • Perform script testing using Selenium IDE. • Test software new features and provide test case scenarios. Show less