Technology Consultant II
Resume:
ANGELA KRYSTA BALLESTEROS DEREQUITO
Block * Lot *0 Juana Complex Phase VI, Binan, Laguna
************@*****.***
ECE License No. 0044584
I. PROFILE
Data analyst with more than four years experience supporting SAP, Oracle and UNIX based applications. Patient and determined in driving resolution of incidents and problem records. ITIL v3 Foundations certified with experience in Incident, Problem and Change Management. An IT specialist skilled in SAP R3 and BW systems for SD module and familiar with Order Management process. II. WORK EXPERIENCE
Hewlett – Packard Company: Technology Consultant II May 2011 – Present
Service Management Operations Shift Lead (February 2015 – Present)
• Ensures proper management of ticket assignment and assists team members in the investigation of incidents in the shift. Provides coaching and mentoring to team members. Acts as the primary point of escalation for critical incidents received within the shift. Communicates and coordinates with other support teams, leads and Application Managers whenever necessary in driving resolution of complex incidents. Conducts review and analysis of recurring incidents. Proposes, drafts, tests and implements fixes to resolve the commonly encountered issues. Aids in innovating different tools for process improvements and to reduce manual intervention.
Data Quality Analyst (May 2011 – Present)
• Handles all tickets assigned during the shift. Provides investigation and root cause analysis to incidents assigned and performs the workaround needed to correct issue. Coordinates with other support teams whenever needed for faster resolution of incidents. Problem Management Specialist (December 2013 – March 2014 and July 2014 – April 2015)
• Coordinates with other support teams, leads and Application Managers in finding the root cause of the problem record. Assist in simulating and conducts testing on the proposed code fix. Gathers approvals and requirements needed to move fix to Production box. Performs validation once fix is moved to Production boxes to ensure no negative impact to application. Service Management Operations Back – Up Shift Lead and SAP SME SPOC (August 2013 – June 2014)
• Assists the shift lead in operational works and processes. Coordinates with other SAP technical support teams in handling complex SAP related issues. Acts as the primary point of contact for highly complicated SAP issues.
Testing and Validation Specialist (March 2012 – June 2012 and August 2014 – November 2014)
• Executes validation on test cases provided by Business. Performs validation on different SAP tables, objects and programs to ensure that upcoming projects will have no negative impact once deployed. Escalates defects seen and coordinates with technical teams to resolve and correct issues seen. Conducts Early Life Support validation after project is migrated to check if there is impact on data quality and performance in the current application logic and set up. Information Security Management Process Owner (March 2013 – March 2014)
• Provides ISM trainings, reports generation, and conducts audit and compliance check to team members to security measures being implemented. Collaborates with other teams regarding access issues and policies effected.
Allegro Microsystems Philippines, Inc.
April 2010 – June 2011
Pretest Supervisor
• Plan weekly loading scheme to meet target forecast and provide analyses for attainment and/or failure. Supervise production line operation in accordance with plant rules, regulations and procedures. Conduct employee performance reviews and appraisal. III. CORE COMPETENCIES
• With knowledge in Incident, Problem and Change Management, ITIL V3 Foundations Certified. Knowledgeable in SAP (R3 and BW, SD Module) technologies, basic ABAP debugging and PERL scripting, HP ALM 11 Tool, MS Office Applications, Functional requirements testing, Data Analysis and Implementation. IV. PROJECTS
Wella NY Invalid 07 Cuts Fix (December 2014 – April 2015)
• Modified a code in the function module to eliminate invalid cuts causing inaccurate data being reported to downstream applications. Achieved resolution of the issue and no data quality hit reported caused by the fix. EMEA SD Wave Move (August 2014 – November 2014) and ASIA SD Wave Move (March 2012 – June 2012)
• Performed validation and testing to ensure projects will not impact current application logic. Achieved 0% defect for both SD Wave releases.
ASIA BW Extractor Optimization (July 2014 – September 2014) and China Sandalwood Extractor Optimization
(December 2013 – March 2014)
• Modified extractor code to accommodate increase in the volume of business’ transactions with file being sent within the agreed delivery time. Improved performance by 22% and 57% for ASIA BW and China Sandalwood extractors respectively without causing any data quality hit. GDQ Team Oracle Role Creation (July 2013)
• Created a unified team specific role which caters all the accesses needed for the applications supported by the team.
VI. EDUCATION
University of Perpetual Help System – Laguna
BS Electronics Engineering, Jun 2004 – Mar 2009
University of Perpetual Help System – Laguna
5th Honorable Mention, High School Diploma, Jun
2000 – Mar 2004
VI. INITIATIVES
Volunteered in several HP activities and initiatives such as DSWD Food Repacking, Stop World Hunger Food repacking, Typhoon Yolanda Relief operations, International Coastal Clean – Up, Make it Matter: Repacking Activity, Project Pearls: Serenade for a Cause, Christmas Toy Drive, iHome Build, Project Pearls: I Share Because I Care, etc.
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