Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Operation Process & Assurance
Chevron
02.2023 - Current
Increased user satisfaction with tailored solutions by analyzing end-user requirements and translating them into functional specifications.
Streamlined business processes for improved workflow management through the customization of ServiceNow forms and fields.
Enhanced system efficiency by developing and implementing ServiceNow applications and modules.
Reduced incidents resolution time by creating custom scripts to automate routine tasks and improve overall service delivery.
Monitoring Automation & Assurance
Chevron
01.2022 - 01.2023
Improved monitoring quality by designing and implementing automated test cases to identify defects.
Enhanced monitoring reliability with thorough regression testing, ensuring seamless functionality across all system components.
Collaborated with cross-functional teams to develop comprehensive test plans, resulting in improved infrastructure monitoring performance.
RAN Control Center Analyst for US Retail Authorization Network
Chevron
11.2018 - 01.2022
RAN (retail automation network) Control Center (RCC) is a group that serves as the command center for all problem prevention and coordination, and recovery efforts affecting Host Authorization, Card Settlement, Loyalty applications, HP Nonstop Systems, Network, and Infrastructure
RCC provides real time monitoring of systems that process daily card authorization, and Loyalty transactions with average daily gross revenue of ~$63MM
RCC provides 1st and 2nd level application, hardware, network, operating system, and monitoring, troubleshooting and escalation support (internal/external)
Key Accomplishments: Implemented the following process improvement to address gaps identified in monitoring: Compilation of non-standard RCC processes & Best Practices & Introduction of new POS Search query for the new monitoring tool
1yr into the role, I was asked to perform the training of new hires
Created RCC internal Quality Audit to improve the analyst performance.
Infrastructure Monitoring Analyst for Server
Chevron Holdings
10.2017 - 11.2018
EMT provides real time monitoring of Server, Application, Database and Network infrastructures
EMT performs event management, incident management, troubleshooting and infrastructure restorations
Uses monitoring products from Microsoft, Mir3, BMC, CA and others to provide monitoring and Level 1.5 support to a wide range of IT Business partners
Key Accomplishments: One of the few analysts who's trained to perform both Server & RCC Monitoring Task
SME for the following EMT task: ITP onboarding, Incident Management, OLA.
Retail Technology Senior Specialist
Chevron Holdings
04.2011 - 10.2017
Acts as the primary point of contact for the Retail Technology Support Center (RTSC) which supports the following classes of trades: Company Owned Company Operated (COCO), Company Owned Retail Operated (CORO), Commission Agents in Canada (COCA), Retailer Owned Retailer Operated (RORO) and Marketers
Key Accomplishments: As a senior specialist – act as a Subject Matter Expert to handle challenging cases & escalated issues
Conducted technical training for New Hire employees
Managed the RTSC SSIMS/COED initiative to assist retail station in unresolved fuel inventory issues
Recognized for demonstrating Advanced / Expert mastery level in RTSC's Trend Based QA for the past 2 cycles
Provided significant contribution in improving RTSC process in troubleshooting such as: SSIMS/COED, Hardware troubleshooting for Fusion, identified a process gap & implemented a simplified process in handling NTI/NTC (New to Industry/New to Chevron) stations
Provided substantial contribution in creating LPO business process reference to review, analyze and address RTSC high level process
Expertise in Loss Prevention System tool & Loss & Near Loss Investigation (LI/NLI) procedure
Appointed as one of the 1st to take on the Investigation lead role for RTSC's Incident management
This resulted to implementation of significant business process improvements to address the gaps identified during investigation
Overall coordinator of Project Orion
Performing the following task: Organize the training material and create process document, design a Training Plan, execute the Training for entire RTSC population, engagement with internal partners and vendors, report and forecasting, identify & address process gaps.
Telephone Banking, Customer Care Research II Mortgage
JP Morgan chase
10.2009 - 03.2011
Attend to customer's inquiry in reference to their personal account
Provide information such as account balance, deposit, debit transactions, transaction disputes, card replacement, account maintenance and the like
Key Accomplishment: Ranking 9th for individual performance in entire Telephone Banking
Senior Customer Care Associate
Dell Philippines
10.2007 - 09.2009
I handled both inbound and outbound calls from small business market
Also attend to customer return request, credit status and order status via e-mail (kana)
I also had the chance handling Canada Corporate and Public accounts
Key Accomplishment: 2 Dell Elite award for individual performance, 2 Dell Elite award for team performance
Executing service fulfillment activities for a given function associated with Verizon Business product/services with minimal supervision
Coordinates work of a small team in service fulfillment activities for a given function associated with Verizon Business product/services.
Customer service representative for Nextel
EPLDT/VENTUS: NEXTEL & INGRAM MICRO
08.2003 - 03.2007
Handles account changes such as rate plan, handset change, SOC changes, basic handset trouble shooting, payment and bills
Key Accomplishment: Most improve employee.
Assigned Account Representative for Ingram Micro
EPLDT/VENTUS: NEXTEL & INGRAM MICRO
08.2003 - 03.2007
Process Return Merchandise Authorization (RMA), Claims and logistics for bulk order & returns for big resellers
Track order and update reseller for ETD of items ordered
Assist warehouse counterparts for return & credit consolidation
Serves as resellers advocate requesting an authorization from Account Executive, Sales Director, Sales Manager and Buyer for high dollar returns and claims
Key Accomplishment: Consistent 100% QA score
Transition from General account to Assigned account
Education
Bachelor in Broadcast Communication -
Polytechnic University of the Philippines, Sta. Mesa Manila
01.2002
Skills
Process Improvement Expertise
Process Validation
Documentation Review
Process Mapping
Six Sigma Methodologies
Training and Mentoring
Continuous Improvement
Certification
Lean Six Sigma Yellow belt
SAFe 4 Practitioner
Timeline
IT Operation Process & Assurance
Chevron
02.2023 - Current
Monitoring Automation & Assurance
Chevron
01.2022 - 01.2023
RAN Control Center Analyst for US Retail Authorization Network
Chevron
11.2018 - 01.2022
Infrastructure Monitoring Analyst for Server
Chevron Holdings
10.2017 - 11.2018
Retail Technology Senior Specialist
Chevron Holdings
04.2011 - 10.2017
Telephone Banking, Customer Care Research II Mortgage
JP Morgan chase
10.2009 - 03.2011
Senior Customer Care Associate
Dell Philippines
10.2007 - 09.2009
Service Delivery Specialist
ACCENTURE / Project Dragon
03.2007 - 10.2007
Customer service representative for Nextel
EPLDT/VENTUS: NEXTEL & INGRAM MICRO
08.2003 - 03.2007
Assigned Account Representative for Ingram Micro
EPLDT/VENTUS: NEXTEL & INGRAM MICRO
08.2003 - 03.2007
Bachelor in Broadcast Communication -
Polytechnic University of the Philippines, Sta. Mesa Manila
<ul><li>Production Block Incharge Job Role: Operations, Control and Monitoring</li><li>1. All activities related to production and monitoring the process as per SOPs.</li><li>2. Communicate day to day process deviations and breakdowns of the equipment to concerned persons.</li><li>3. Check and implement the process for cleaning of equipment as per the schedules.</li><li>4. Responsible for housekeeping and implementation of day to day cleaning of process area & clean room.</li><li>5. Preparation, review and approval of monthly Reports and BPRs BCRs, OOS, Deviation, investigations reports, validation protocols reports, validation reports.</li><li>6. Responsible for preparation of daily production planning and ensuring the same.</li><li>7. Production planning, ensuring that the batches are produced as per planning and meeting the dispatch targets.</li><li>8. Ensure proper utilization of equipment and manpower as and when required.</li><li>9. Planning and monitoring during execution of the process validation.</li><li>10. Manpower planning. Monitor the project modification activities.</li><li>11. Responsible to handle production processes.</li><li>12. Implementation of new technology w.r.t. process equipments or facility.</li><li>13. Supporting quality assurance team for DMF submission.</li><li>14. Executing and supervising training, validation, qualification and calibrations protocols.</li><li>15. To perform visual inspection and certification of cleaned equipment after product change over cleaning as per standard operating procedure.</li><li>CGMP:</li><li>1. Following departmental standard operating procedures (SOP) and providing suggestions for SOP simplification and any other improvements.</li><li>2. Making sure all the documents and checklist are verified before and after manufacturing.</li><li>3. Ensuring retention and destruction of records are maintained in a department.</li><li>4. Verifying status labeling of accessories, in-process instruments, containers, area & equipment.</li><li>5. Performing contemporaneous (on time) document entries.</li><li>EHS:</li><li>1. Following Environment, Health and Safety policies and practices.</li><li>2. Making sure personnel health, hygiene and organization practices are followed.</li><li>3. To conduct risk analysis of product, system, equipment, process as per standard procedure.</li><li>Training</li><li>1. Attaining training as per training need and providing training to sub-ordinates through available software of Learning Management System (LMS).</li></ul> at MSN Group<ul><li>Production Block Incharge Job Role: Operations, Control and Monitoring</li><li>1. All activities related to production and monitoring the process as per SOPs.</li><li>2. Communicate day to day process deviations and breakdowns of the equipment to concerned persons.</li><li>3. Check and implement the process for cleaning of equipment as per the schedules.</li><li>4. Responsible for housekeeping and implementation of day to day cleaning of process area & clean room.</li><li>5. Preparation, review and approval of monthly Reports and BPRs BCRs, OOS, Deviation, investigations reports, validation protocols reports, validation reports.</li><li>6. Responsible for preparation of daily production planning and ensuring the same.</li><li>7. Production planning, ensuring that the batches are produced as per planning and meeting the dispatch targets.</li><li>8. Ensure proper utilization of equipment and manpower as and when required.</li><li>9. Planning and monitoring during execution of the process validation.</li><li>10. Manpower planning. Monitor the project modification activities.</li><li>11. Responsible to handle production processes.</li><li>12. Implementation of new technology w.r.t. process equipments or facility.</li><li>13. Supporting quality assurance team for DMF submission.</li><li>14. Executing and supervising training, validation, qualification and calibrations protocols.</li><li>15. To perform visual inspection and certification of cleaned equipment after product change over cleaning as per standard operating procedure.</li><li>CGMP:</li><li>1. Following departmental standard operating procedures (SOP) and providing suggestions for SOP simplification and any other improvements.</li><li>2. Making sure all the documents and checklist are verified before and after manufacturing.</li><li>3. Ensuring retention and destruction of records are maintained in a department.</li><li>4. Verifying status labeling of accessories, in-process instruments, containers, area & equipment.</li><li>5. Performing contemporaneous (on time) document entries.</li><li>EHS:</li><li>1. Following Environment, Health and Safety policies and practices.</li><li>2. Making sure personnel health, hygiene and organization practices are followed.</li><li>3. To conduct risk analysis of product, system, equipment, process as per standard procedure.</li><li>Training</li><li>1. Attaining training as per training need and providing training to sub-ordinates through available software of Learning Management System (LMS).</li></ul> at MSN Group