Incident Management Coordinator

Overview

Looking for full-time work (8 hours/day)

at $4.55/hour ($800.00/month)

Bachelor of Science in Computer Science

Last Active

June 22nd, 2014 (3829 days ago)

Member Since

June 22nd, 2014

Profile Description

Ford Global Service Desk Incident Management Coordinator
Stefanini Phils. Inc. - 29th Floor G.T. Tower International Tower, Ayala Avenue & H.V. dela Costa Street, Makati City
• Act as a single point of contact for all Escalated / Unresolved Tickets.
• Ensure process compliance and adherence (Incident / Requests Tickets).
• Ensure that the Quality is not compromised for providing quick resolution.
• Initiate pro-active steps to avoid escalation / stalled tickets.
• Monitor, pending & bounced tickets, and route them to appropriate specialist.
• Monitor major incidents and provide warm handoff to specialists and track until closure.
• Chase the tickets that are approaching threshold limit and ensure SLA is achieved.
• Liaison with resolver group & customer in providing a satisfactory resolution.
• Facilitate with customer, to work on tickets for which unaccepted resolution is provided.
• Facilitate scheduled & planned downtime, while ensuring requests & incidents are handled as per
agreed SLA.
• Monitor major incidents and provide warm handoff to specialists and track until closure.
• Represent GSDSUPP in CAB forums, meetings and RCA discussions.
• Assist in audit requirements, thereby, providing inputs whenever requested.
• Prepare metrics to compare past performances, with scope for improvement.
• Provide process improvement ideas and suggestions.
• Perform regular people management, tasks and overall monitoring of shift operations.
• Implements Business Continuity Response and Recovery Plan for major outages on Citrix, IRMS,
Phone / CTIOS and Network.
• Represents Manila Service Desk on Ford meetings and online conferences.
Freelance Programmer and Web Designer (March – April 2011)
UP World Inc. – Sheridan, Pasig City and Smart Telecoms – Reliance, Pasig City
• Developed Waybill and Delivery Order System.
Global Service Desk Technical Solutions Specialist (September 28, 2007 – August 14, 2011)
Siemens Inc. (Atos Origin) - 23rd Floor Cybermall Building, Eastwood Libis, Quezon City
• Level 1 Support for Toshiba.
- Hardware and Software support for Toshiba Laptops.
• Level 2 Support for Nike.
• Level 2 Support for Morgan Stanley.
• Level 2 Support for Nokia Siemens Networks.
-Support for Windows and Macintosh Computers, Blackberry and Nokia Phones, Software and
Applications used by Clients, Computer Migration and Re-imaging, SAP and RSA Token Admin.
Technical Support Engineer (November 18, 2006 – July 31, 2007)
Advanced Contact Solutions, Inc. (Alorica) - 1227 Asian Plaza Building, Salcedo Village, Makati City
• Level 2 Support for Verizon Online DSL Account.
-Support for Wired and Wireless Internet connectivity, Modems and Routers.
-Support for Outlook.
IT Administrator / Communications Engineer (February 06, 2005 – October 30, 2006)
MGE UPS Systems Philippines, Inc. (Schneider Electric) - 444 A EDSA, Makati City
• Network and Systems Admin, Linux Mail Server, Basic PABX.
• Hardware, Software and Network Support.
• Software Communication and Monitoring for UPS and Stulz Air Con.
Programmer / Web Admin (August 06, 2001 – January 31, 2005)
Victory Liner, Inc. - 713 Rizal Avenue Extension, Caloocan City.
• Developed Bus Kilometer Run and Bus Weekly Trip Production System with PER System.
• Developed Hardware Inventory System.
• Developed Payroll Deduction Utility and Fixed Assets System.
• Developed RCBC / Global Bank ATM Upload Utility.
• Hardware, Software and Network Support.
• Web Admin and developed http://www.victoryliner.com
Systems Engineer / Web Administrator (February 01, 2001 – August 24, 2001)
The Manila Times - 2nd Floor Sitio Grande Building, 409 A. Soriano Avenue, Intramuros, Manila City
• Developed Hardware Inventory System.
• Windows Server and Linux Web Server Admin.
• Hardware, Software and Network Support.
• Web Admin and support for http://www.manilatimes.net
System Programmer / Analyst (January 19, 1999 – January 31, 2001)
Philippine Industrial and Security Agency - 34 Governor Pascual Avenue, Acacia, Malabon City
• Developed Pag-Ibig Fund Multi-Purpose Loan System.
• Developed Philippine Health Insurance and SSS Loan System.
• Developed Retro / Bank Balance/Billing System.
• Developed Personnel System (201 File) and Payroll System.
• Developed Check / Journal Voucher System, Retro Editor and Revenue Register.
IT Professor (January 16, 1996 – March 31, 1999)
The Philippine Women’s University / Jose Abad Santos Memorial School - EDSA, Quezon City
• Elementary Instructor Grade 5, 6, and 7.
• High School Instructor 1st, 2nd, and 3rd year.
• Laboratory and classroom Instructor for Tertiary level.