Senior Support Analyst

Overview

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

at $4.23/hour ($818.18/month)

Bachelors degree

Last Active

July 8th, 2026 (yesterday)

Member Since

February 26th, 2019

Profile Description

Results-driven Senior System Analyst / SRE with 8+ years of experience in
production support, incident management, and Salesforce Sales Cloud.
Proven expertise in managing P1–P4 incidents, ensuring SLA compliance, and
maintaining high-availability systems within banking and fintech
environments. Skilled in AWS, DataDog, Jira, and Linux, with strong
experience leading incident bridges, improving system reliability, and
optimizing operational workflows.


Customer Loyalty Member V / L1 Support
ING Hubs Philippines | Nov 2025 – Present
• Resolve L1 incidents and service requests, ensuring SLA compliance
across Eprofit/Utilities systems
• Perform daily batch monitoring and file validation to maintain
system reliability
• Manage user access and role authorization for stakeholders
• Present bi-weekly performance metrics and support updates to
stakeholders

Senior Analyst, Support
Synpulse | May 2023 – Aug 2025
Trust Bank Project
• Managed P1–P4 incidents via PagerDuty and Jira, ensuring timely
resolution within SLA
• Monitored system performance using AWS Athena and Sumo Logic
• Provided support to customer service platforms and end-users
• Developed runbooks to improve L1 support efficiency

A1-Bank Project (L1.5 Tech Lead)
• Led technical bridge calls for P1 incidents, coordinating cross-
functional teams
• Monitored system health using DataDog and AWS tools
• Conducted patch validation and post-deployment sanity checks
(PROD/UAT/SIT)
• Supported AWS deployments and infrastructure monitoring
• Supervised ticket triaging and resolution processes

Vulnerability Management
• Monitored AWS Inspector findings and reported critical
vulnerabilities
• Coordinated with engineering teams to resolve security issues
• Supported security investigations alongside CISO stakeholders
Site Reliability Engineer / System Analyst
Globe Telecom | Jan 2022 – Mar 2023
• Managed CI/CD pipelines using Jenkins and GitLab for automated
deployments
• Monitored system performance and ensured adherence to SLI/SLO
targets
• Coordinated cross-functional teams to resolve production issues
• Supported release management and ensured deployment
readiness
• Developed technical documentation and user manuals

System Administrator
Seven Seven Global Services (Client: Globe Telecom) | May 2020 – Jan
2022
• Provided production support within Salesforce environments,
resolving system issues
• Generated business reports and insights for management decision-
making
• Supported production cutover and stabilization activities
• Investigated Salesforce issues using Workbench and Salesforce
Inspector
Achievements:
• Led implementation of Salesforce–Jira integration, improving
workflow efficiency
• Developed Sales Cloud data dictionary to support business rule
creation

Technical & Business Operations Analyst
WeSupport Inc. (Client: Amdocs) | May 2018 – Dec 2019
• Provided production support and incident handling for telecom
systems
• Monitored server health and application performance using UNIX
tools
• Collaborated with developers to analyze and resolve system issues
Quality Assurance Analyst
WeSupport Inc. (Client: PSBank) | Jan 2018 – Apr 2018
• Developed test scripts and deployment procedures for loan
systems
• Coordinated approvals and documentation for production releases

Associate Software Engineer
Accenture | Jun 2017 – Dec 2017
• Monitored Linux servers and resolved system alerts
• Managed incident tickets and performed root cause analysis

Data Test Analyst
Eclaro | Sep 2016 – May 2017
• Processed and validated Salesforce data for client systems
• Supported data migration and production deployment activities

Quality Assurance Tester
Software Laboratories Inc. (Client: RCBC) | Sep 2015 – May 2016
• Created test cases for banking applications (web and mobile)
• Conducted end-to-end testing for financial transaction systems