Diana Chavez

Experience

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  Expert Global Solutions

  Feb 2008 - now

  • Handles consolidated reports for the Regional IT Director• Sends End User Supports weekly schedule for Service Desk’ on-call schedule reference• Consolidates all Desktop queue sites report for pending work order completion• Consolidates all IT representatives Vacation Leave, Sick Leave and In Lieu availment• Manages the inventory report of all Laptop matrix • Manages inventory report of Computers and peripherals • Manages inventory of all headsets• Files and creates reference for all transfer activities of Computers and peripherals for Asset Management Team• Files and creates reference for all New Asset Receipt activities of Computers, CISCO Switches, Servers, UNIX, Wireless Access Point, Routers, and other IT peripherals for Asset Management Team• Attends to vendor meetings and schedules• Checks all vendor calendars and activities• Coordinates with other IT Departments/Groups for important matters , projects and activities• Creates Power Point presentation for general meetings with IT and Clients• Schedules meetings and appointments• Generates and prepare necessary reports, papers and other impromptu documents for theRegional IT Director.• Maintains IT Team’s Management Database• Maintains ticketing system queues Show less • Checks and Assigns trouble ticket to the proper IT group• Handle all types of campaign issue’s for all company’s accounts• Sends notification for all Issue’s, Bridge invitation and Details of a particular issue.• Sends Scheduled Maintenance every week.• Checks and complete all HD assignments. • Communicates with all SDM’s, GM’s, Operations Manager, Team leads, Operations, Clients and all Apac IT’s for several instances of call of duty. • Generates weekly and monthly incident report for client compliance. • Handles severity 1 bridge, functions as moderator/facilitator/Incident Manager.• Gathers detailed root cause analysis for issues encountered for a specific week ending.• Creates NT Logins for both Level 1 and 2 end users. • Provides Admin Rights and Security Group Policies.• Co-founder of the first IT Help Desk Knowledge Base• Provided raw files to complete IT Help Desk Knowledge Base• Created reference file of all LOBs and Programs for APAC Legacy• Created reference file for all LOBs and Programs point of contact• Created IT Help Desk Management database• Created a summary of escalation procedure Show less • Monitors Real Time adherence screen for important call outs• Provides analytical reading on Interval basis• Generates interval reports and sends it to the SMDs/GMs and Operations and Clients• Provides strategy to pass an accounts service level before EOD• Creates excel formulas for most effective report generator• Call outs for each line of businesses• Delegates task per Real Time Analyst• Escalates all severity issues to IT Service Desk• Generates weekly and monthly IT related issues for client reporting Show less

  • IT Site Support Administrator/Executive Assistant

    Mar 2013 - now

  • IT Service Desk Analyst / Incident Manager

    Mar 2010 - Mar 2013

  • WorkForce Real Time Analyst

    Dec 2008 - Mar 2010

  • Customer Service Representative / Subject Matter Expert / Flex Trainer – Boston Globe; Publishing

    Feb 2008 - Dec 2008
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  Transworld Systems Inc.

  May 2015 - now

  IT Service Desk Supervisor
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  AHM (Advanced Health Media)

  Oct 2017 - now

  IT Supervisor
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  IQVIA Solutions Operations Center Philippines Inc.

  Jul 2020 - Oct 2023

  IT Manager

  I am a transformational Leader with 19 years of solid experience in People Management, Strategic Management, Project Management and Customer Services.

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  ISupport Worldwide

  Oct 2023 - now

  IT Manager