Jon Carlo Asis

Experience

• 

  Reed Elsevier Philippines

  Apr 2011 - Sept 2013

  Content Operations Specialist

  • Responsible for determining substantive legal documents that need to be put online (lexis.com) and deciding how data will be processed• Analyzes and manually enters information for each document in tracker, and ensuring that the information is accurate and up-to-date• Processes assigned products, ensuring accuracy of output and timeliness• Contributes to the attainment of the team’s goals and objectives• Implements needed action (i.e., troubleshoot, analyze, investigate, resolve problems and suggest process improvements) in collaboration with vendor partners, engineering and other content operations/development teams• Performs duties such as reviewing and analyzing documents, designing, modifying and validating source content to ensure content integrity• Well-trained in using Public Access to Court Electronic Records (PACER) Show less

• 

  Manulife Business Processing Services

  Oct 2013 - Apr 2018

  • Excellent knowledge and skills on all INV and GF applications supported by the team.• Provide training and coaching for all GSD Production Services staff.• Take necessary action-plans to conduct cross-training within the team.• Update and apply the team’s best practices and standards across the team.• Maintain thorough and accurate documentation of procedures and workflows.• Conduct training calibration on a quarterly basis.• Estimate and plan work efforts and provide regular status on planned activities.• Provide over sight on all incident and service request assigned to the team.• Review and approve Change Management tickets and assign a resource responsible for implementation.• Accurate time accounting and reporting of team's work.• Promptly escalate issues which have service impact and send out communication to management, system owners, and Users.• Conduct 2nd pass review and provide feedback within the discussed frequency.• Delegate tasks fairly and equally, assign tasks based on individual skills and their capacity.• Identify areas of improvement and collaborate with interested parties to drive change with a focus on efficiency and risk management.• Continuously encourage team's productivity by conducting regular meetings and coaching.• Work with the team lead to ensure that there's a 24/7 coverage this includes creating a backup plan in case one of the staff is unavailable to report to work due to emergency or scheduled vacation leaves.• Provide performance feedback for Junior/Senior associates when needed.• Assist team lead in the special project coordination/management.• Provide coverage for the on-shore and off-shore team leads when unavailable. Show less • Perform all tasks and responsibilities within the specifications of the Service Level Agreement with the Business Unit • Ensure that all tasks are performed within the standards set by the team leader, manager and MBPS• Attend all application specific trainings and pass the necessary certifications presented by the Business Unit and Management• Attend team, client and business unit meetings when needed.• Ensure that all team members are trained in all applications and processes supported by the Group Functions Shared Services• Perform Quality Control Process set by the Business Unit and Management on a monthly basis to measure team and individual accuracy• Provide re-training for the team / staff when errors are committed regularly• Provide mentoring for all team members if quality scores are below standards or if a staff is having difficulties performing Show less • Perform Level 1 Support for various Group Functions’ applications such as Workday, Doorman, Archer• Manage and complete Service Requests assignments from Planview• Manage incident tickets from ServiceNow and Service Manager• Maintain Workday Organizational Tree structure to reflect the financial update made to the Lawson GL structure• Maintain thorough and accurate documentation of procedures for on-call support• Coordinates and communicates with colleagues in Toronto, Canada • Monitor High Priority Incidents for client notification. Show less

  • Senior Technical Lead

    Dec 2016 - Apr 2018

  • Technical Lead

    Apr 2015 - Nov 2016

  • IT Security Administrator

    Oct 2013 - Mar 2015