Experience

• 

  Queen of peace high school

  Jul 2001 - May 2003

  Computer teacher

  • Teaches and promotes basic computer concepts, business and computer application. Teaches a variety of Office and Windows applications.• Plays as the custodian of the computer equipment, troubleshoots any hardware and software issues.

• 

  Clientlogic

  Oct 2003 - Mar 2006

  Technical support associate

  • First point of contact for customers on technical issues. • Remotely assesses situations, gather facts and troubleshoot equipment to correctly diagnose issues. • Instructs or assists customers through the diagnostic procedures needed to resolve computer issues. • Follows proper escalation procedures if necessary. • Documents and closes cases in a timely manner.

• 

  Manpower outsourcing, inc.

  Mar 2006 - Mar 2008

  Supplier portal & connectivity central administrator

  • Second level support for Supplier Portal user connectivity issues.• Ensures security of stored information.• Administers and manages user accounts.• Has service provisioning administration for basic IT services.• Maintain Directory/Group Genie group

• 

  Hewlett packard enterprise

  Mar 2008 - May 2017

  • Assess requests for system downtime and submit system downtime requests for approval to the Downtime Technical Approval Board and Downtime Client Approval Board meetings.• Contribute to the Downtime Technical Approval Board to determine the feasibility of implementing the change with other changes.• Own planning of downtime activities, including pre and post downtime activities.• Ensure complete and correct creation of downtime plan.• Coordinate the system downtime with other business units.• Lead the Initial and Final Status Call of system downtime activities• Present the downtime plan to client.• Contribute to post mortem process and identify improvements.• Maintain Validation Plans• Work with Service Management across all involved technologies and applications on capacity, availability during downtime and validation activities.• Work on SIPs around downtime package and validation plans• Ensure communication plan during downtime activities are laid out properly• Downtime Approval Board meetings Show less • Defines the activities of the process as well as the specific requirements of a given service where process is to be deployed.• Collects inputs and reviews the defined metrics. Measures, reports and controls the quality of the process execution. • Aligns deliverables and communicates expectations towards measures reported to stakeholders.• Accountable for resolving any process gaps/improvement areas in the process design and action items are tracked through a Service Improvement Plan.• Conducts and facilitates regular meetings with Process Managers to discuss any service-specific concerns, process updates, and improvements. Show less • Defines the activities of the process as well as the specific requirements of a given service where process is to be deployed.• Collects inputs and reviews the defined metrics. Measures, reports and controls the quality of the process execution. • Aligns deliverables and communicates expectations towards measures reported to stakeholders.• Accountable for resolving any process gaps/improvement areas in the process design and action items are tracked through a Service Improvement Plan.• Conducts and facilitates regular meetings with Process Managers to discuss any service-specific concerns, process updates, and improvements. Show less • Defines the activities of the process as well as the specific requirements of a given service where process is to be deployed.• Collects inputs and reviews the defined metrics. Measures, reports and controls the quality of the process execution. • Aligns deliverables and communicates expectations towards measures reported to stakeholders.• Accountable for resolving any process gaps/improvement areas in the process design and action items are tracked through a Service Improvement Plan.• Conducts and facilitates regular meetings with Process Managers to discuss any service-specific concerns, process updates, and improvements. Show less • Defines the activities of the process as well as the specific requirements of a given service where process is to be deployed.• Collects inputs and reviews the defined metrics. Measures, reports and controls the quality of the process execution. • Aligns deliverables and communicates expectations towards measures reported to stakeholders.• Accountable for resolving any process gaps/improvement areas in the process design and action items are tracked through a Service Improvement Plan.• Conducts and facilitates regular meetings with Process Managers to discuss any service-specific concerns, process updates, and improvements. Show less • Represents the Service Management for all changes within the organization. • Oversees and ensures management of all activities within the specific change, and coordinates activities to fulfill the obligations of the change to ensure successful implementation and ongoing support.• Ensures that all changes follow the documented process and moves along the lifecycle of change with completed documentation and sub-tasks.• Coordinates and manages all activities necessary to identify, control, track and audit requested changes that are directly or indirectly impacting the service.• Validates all activities and ensures documentations are completed properly by the change requestors to ensure compliance to the change process.• Conducts an in-depth risk analysis on the change and how it will impact the existing services in the production environment.• Accountable for ensuring that the Release Management Process and Procedures are adhered to throughout the project. • Leads the different Review meetings. Makes sure documentation is completed as pre-work to the meeting; all current results are analyzed and that all required players give their sign off to take the change to next step;• Sets the right expectations with Project Manager, Service Line Managers, Service Operations Manager on the Early Life Support Phases of each of the changes released to the Production Environment. Show less • Provide day-to-day support to middleware by applying specialized skills in SAP Process Integration and other custom applications and tools.• Provides second level support for PI related issues - issue resolution and problem analysis; • Owns and resolves agreed types of incidents via implementing pre-defined solution from Support Current Best Approaches (CBAs) as well as via independent troubleshooting; • Resolve request for Change (RFC) or request for Information (RFI)• Escalate issues to next level of support for further resolution• Track Service Calls owned by the workgroup• Escalate when Service Calls owned by the workgroup are likely to break the SLA• Timely and accurately communicate incident reports to all service stakeholders• Contribute to building process and technology expertise within the team via training sessions and submissions to the knowledge base• Initiate or participate in service and process improvement activities in the area of Service Management.• Communicate progress/updates, to the identified recipient on the application Key User List, on the resolution of SAP XI/PI Application and Infrastructure issues, including performance.• Apply ITIL best practices for Problem, Change and Incident Management for all incidents and requests Show less • Incident Manager is responsible for driving, developing, managing and maintaining the incident management process in accordance to the HP Service Management Model based on ITIL best practices. • Drives the efficiency and effectiveness of the incident management process;• Produces management information, including KPIs and reports;• Monitors the effectiveness of incident management and makes recommendations for improvement;• Reviews and audits the process;• Ensures that standardized methods and procedures are used for efficient and prompt handling of all incidents in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization. Show less • Provide day-to-day support to Web applications by applying specialized skills in Business Connector, SAP, and other custom applications and tools.• Provides second level support for Supplier Portal related issues - issue resolution and problem analysis for user connectivity issues and product/report issues such as Goods Receipt, Inventory and Forecast, Delivery Schedules, Accounts Payable, Invoice, Advanced Shipment Notification.• Owns and resolves agreed types of incidents via implementing pre-defined solution from Support Current Best Approaches (CBAs) as well as via independent troubleshooting; • Communicate progress/updates, to the identified recipient on the application Key User List, on the resolution of Supplier Portal issues, including performance.• Provide initial troubleshooting of incidents assigned to the workgroup• Resolve request for Change (RFC) or request for Information (RFI)• Escalate issues to next level of support for further resolution• Track Service Calls owned by the workgroup• Escalate when Service Calls owned by the workgroup are likely to break the SLA• Timely and accurately communicate incident reports to all service stakeholders• Contribute to building process and technology expertise within the team via training sessions and submissions to the knowledge base• Initiate or participate in service and process improvement activities in the area of Service Management.• Apply ITIL best practices for Problem, Change and Incident Management for all incidents and requests Show less

  • Global Downtime Manager

    Sept 2015 - May 2017

  • Request Management Process Governance Lead

    Jan 2015 - Aug 2015

  • Access Management Process Governance Lead

    Jan 2015 - Aug 2015

  • Release & Deployment Management Process Governance Lead

    Oct 2013 - Aug 2015

  • Knowledge Management Process Governance Lead

    Jun 2012 - Aug 2015

  • Document Controller

    Jun 2012 - Aug 2015

  • Release to Operations Manager

    Jan 2011 - Aug 2013

  • SAP PI Application Duty Manager

    Nov 2010 - Dec 2012

  • Supplier Connectivity Management Incident Manager

    Mar 2009 - Oct 2010

  • ITIL Overview Course Owner

    Mar 2009 - Oct 2010

  • Supplier Connectivity Management Service Manager

    Mar 2008 - Oct 2010
• 

  Dxc technology

  Feb 2017 - now

  • Work daily to fully utilize the allocated downtime windows per the downtime management process• Ongoing work to actively facilitate de-confliction of changes and assist in prioritization• Pull and publish a downtime calendar• Assist in Process Design and Consultation• Keep documentation, work instructions and training current• Track and publish status of downtime conflict resolution, progress, and data quality• Track and report metrics and KPIs• Lead communications and facilitate meetings/discussions to resolve schedule conflicts as per process• Provide support regarding the downtime management process, including answering user questions and providing 1:1 assistance• Perform ad hoc requests per customer requirements Show less • Work with key stakeholders and manage all PS downtime requests in a centralized / consolidated list• Schedules and optimizes downtime requests to have minimal impact to business• Organize and chair the Downtime Technical and Downtime Approval Board meetings and record approvals• Own the PS Global Downtime Calendar • Align downtime request with DXC ADMs and P&G SOMs• Identify the composition (resource names) of the DAB and who will be involved in assessing and scheduling each Change• Enforce the processes that ensure only authorized changes are implemented, by providing the necessary information to management• Ensure management and customers are sufficiently informed as to schedule and impact of the downtime• Communicate the Downtime information/newsletter across the Organization• Ensure that Change and Key User community are properly notified as soon as the downtime request has been approved; regular reminder should be sent to ensure that users can plan for their work accordingly• Contribute to post mortem process and identify improvements• The final approval of the Downtime Approval task• Work on SIPs around downtime request/approval process Show less

  • Deployment Manager

    Jul 2019 - now

  • Central Downtime Scheduling Manager

    Jun 2017 - Jul 2019

  • Global Downtime Process Owner

    Feb 2017 - May 2017