Mildred H. Ignacio

Telephone # : 097********

Address: Ph5 Blk.1 Lot 20, Residences Ave., Lancaster Village II Alapan 2A, Imus Cavite

Email Address : ad5bn8@r.postjobfree.com

Objective

Certifications/Trainings

Able to share my expertise / knowledge in the field of my experience thru my education and ability.

ITIL Foundation Certificate in IT Service Management v4 (April 2022)

ITIL Foundation Certificate in IT Service Management v3 (Sept 2017)

Developing Effective Online Training Skills (May 2021)

Experience

Accenture Inc. - SGS S.A Account

September 26,2022 - Present

Application Functional Support L2

Identify and resolve issues with software applications, following the agreed procedures

Create documentation of troubleshooting activities and resolutions

Work closely with application vendors and internal Teams for application support activities

Logging all incidents and their resolution to see if there are recurring malfunctions on the Support ticketing tool

Prioritizing incidents according to their urgency and influence on the business

Check, Debug, rectify and test the system on program errors to ensure resolution- Ensure smooth workflow processes and attainment of service level commitments.

-Coordinate with Dev team for possible data patch, application bug fixes etc.

Ensuring timely response, follow-up and communication with any involved party in order to find a quick solution to the problem

Documenting and extending of knowledge base; ensuring Know-How transfer within the team

SGS ROHQ Limited – IT ASG Dept.

Nov 27, 2016 – August 31, 2022

Application Support L3 - User Access Administrator

Provision user accounts and access security for SGS internal applications to various business sectors in the following areas: Geneva HQ, European affiliate offices, Africa/Middle East affiliate offices, Asia affiliate offices. Operates 24 x 5.

Validates requests and incidents, suggest work-around and provide proposals and business analysis to IT analysis, development team and owners of different business processes.

Oversees ticket hygiene process where a regular monitoring and followup of open tickets is performed

Tracking and monitoring of escalated incidents and requests, coordination with escalation, validating provided solution before advising users.

Validation of application changes, bug fixes and enhancements, translating technical documents to business operations terminology with illustration for reference of other support team, business users and stakeholders.

Creation of Training materials, Develop Training program and facilitate online or classroom training on the usage and changes of supported business application

Take part on projects and activities for proactive business operations support such as BOSS Workflow Errors Handling, Salesforce UAT etc.

Evaluate problem resolutions and delivery of application changes to anticipate impact to business and users in order to keep the user community well informed.

Performs other related duties as may be assigned either in support of departmental goals or for personal or professional training, education or development as programmed by immediate superior.

Supports using the following applications/tools: Request Tracker/ServiceNow (ticketing system), Office365, Azure Active Directory, Windows Active Directory, SharePoint (for documents, manuals, calendar, announcements and work instructions) and Microsoft Teams for collaboration.

STEFANINI PHILIPPINES – Covance Account

October 1, 2013 – Nov 27, 2016

User Access Administrator / Quality Analyst

Manage/Monitor/Create user ID’s for different applications as required by the business. (AD, Lotus Notes, Airwatch (Iphone). MS Exchange and other applications used by Covance)

Administer different levels of accesses through AD/tools that stimulate the properties of Active Directory.

Providing accesses with pre-existing GPO’s

Provisioning access to the Covance employee for specific application that the business required.

Create Shared Mailbox/Calendar, AD Groups and Distribution list, and contacts via MS Exchange.

Work with web based application required by the client business for both Internal and External end user.

Analyze existing access profiles and identify key modifications that need to be performed in order corresponding security updates or changes based on user’s functional changes.

Regularly monitor existing user profiles for inactivity in order to disable these inactive profiles in a timely manner to minimize security risks.

Work with the ticket/task based on structured levels or priority.

Work closely with different groups in order to deliver the requested specifications on a requested ticket.

Monitor tools for user access changes and immediately apply these changes to the appropriate user accesses across the business.

Monitor and conduct live audit on specific application to ensure the quality of works that the agent processed.

Maintain the Quality of the handled process as per the given parameters.

Satisfy the customer with quality of delivery of the team

Ensure appropriate & effective resolution to the issue that has been raised

Conducting root cause analysis on every issue that has been raised.

**Achievements:

•Monthly Top Performer Awardee since 2014

•Best UA Awardee 2014 o Two Times Director’s Club Awardee 2015

AVON COSMETICS INC. - ITS Dept. Head Office

October 17, 2011 – March 15, 2013

Internal Control System Administrator

Responsible in provisioning employee’s accounts though Active Directory and Lotus Notes (Create, Revoke and Modify) and other local based applications used by the business,

Providing accesses with existing GPO’s and shared folder.

Responsible in dealing with any problems that an account user may have (lost passwords, blocked accounts or accidental deletion) of their accounts on a particular application.

Organize and carry out the internal controls function including the preparation of an audit manual, audit plan, scheduling and assigning work and estimating resource needs.

Review the responses to internal and external audit management letter queries to ensure that recommendations are implemented; follow-up on audit action plan to ensure that all action items are resolved before the next annual audit.

Monthly documenting internal control processes, assisting in remediation of control deficiencies, and coordinating and tracking the testing of internal controls. Conduct audit testing of potential risk areas and identify reportable issues.

Clean up systems/applications of all expired/dormant accounts as well as user access belonging to resigned employees.

Ensures that all users defined in company applications/systems are authorized and active and assigned with the correct access rights per user’s profile.

Review of proper user account profile assignments that reflect user’s currently performed functions.

Ensures that all non-employees including consultants, contractual who have access to the company’s computing resources are properly identified, monitored and reviewed periodically.

Conduct periodic Logical Access Review (LAR) on all critical production systems and identifies new security risks.

Conduct routine testing of Internal Controls based on the policy given by the Global Security and following the SOX Audit process and procedures.

Consolidates testing results and activities for the past months.

Provide 2nd level Support for a specific application required by the business.

Mirof Resources - AVON COSMETICS, INC. ITS Dept. Head Office

January 2008 – October 2011

ITS Service Desk Support

Provide Level 1 support in the following areas:

Monitoring the Start of Day and End of Day processing of interface files of 169 branches. Resolve issues that may arise out of the monitoring

Resolve incidents from Avon users and branches on applications used by Avon.

Answering emails and incoming call (from the Branches and HO User) and log all customer question and issues accurately and efficiently into Remedy ticketing system.

Assist in ensuring that the team complies with defined SLAs set with the client

Assist in developing and improving procedures and processes for operational issues

Assist in ensuring that the team maintains updated documentation relevant to Level 1 support.

Ensure that hand off reports to the other Level 1 support engineers working on the next shift are provided.

Provide inputs to the performance evaluations of the Level 1 Support engineers.

Perform other responsibilities assigned as appropriate to Level 1 support.

Monitoring the DSL Link Connection of down locations

Conducting root cause analysis on reported problems

Coordinates with all locations and provides guidelines on the processing of program/system enhancements/upgrades.

Educates the branch/service center IT staff on problem containment and management techniques to ensure continuous service and sales force.

Coordinates Client Services in ensuring that program fixes and enhancements are thoroughly tested.

Education

Skills

2001 Metro Business College Pasay City

Computer Science

1995 Datamex Computer College Recto, Manila

Computer Secretarial

Able to handle multitasking job

Can work under minimal supervision

Flexible team player who prospers in a fast-paced work environment based on past experience [balancing a full course load with a part-time job, working odd hours, a busy office)

Interpersonal and relationship building skills proven through work experience.

Knowledge in Active Directory Tool

Experienced working with multi-cultural users

With sense of urgency and focus on Customer Satisfaction

Contact this candidate