Service Support

JOVELYN S. PANGANIBAN

Mobile No.: +63-906-***-****

Email Address: **************@*****.***

SUMMARY:

Middleware technology consultant with expertise on Enterprise Application Integration support specifically with TIBCO. Goal oriented and highly motivated with more than 5 years of experience in Dev, QA, and Production Service Support of Enterprise Application Integration technologies.

Has a passion in making sure that every work gets done and gets done in full excellence. Can collaborate across boundaries, driven to consistently exceed expectations, and a great team player.

PROFESSIONAL EXPERIENCE:

Senior IS Support Specialist

Ingram Micro Philippines

May 2015 - Present

WORK DESCRIPTION:

Point of escalation for matters involving TIBCO Infrastructure, TIBCO Business Works Engine & Adapters (R3, DB, FA), TIBCO Enterprise Message Service, TIBCO Rendezvous, & TIBCO Hawk

Manages all TIBCO applications & users via TIBCO Administrator to handle deployments, reconfiguration, user and group administration, status checks, new project migrations and modifications

Delivers overview and technical training to upcoming TIBCO support people on topics regarding: TIBCO EMS, TIBCO Hawk, TIBCO Rendezvous, & TIBCO BW Engines & Adapters - SAP, Database, & File

Interpret HP-UX logs to be able to troubleshoot issues seen on TIBCO interfaces

Ensures that all TIBCO Infrastructure and Applications issues are provided with the right root cause to avoid re-occurrence of such issues

Manages the EAI TIBCO Support team Capacity Management process and ensures it is strictly followed by the whole team

Monitor daily tickets and assign them to members of the team.

Provides report to the leadership team regarding state of the TIBCO Infrastructure on a regular basis via interpretation of performance data and inputs from related processes

Coordinates with other leads and mangers for innovations and further service improvements

Performs installation, configuration, and maintenance of TIBCO applications. This includes troubleshooting production issues, deploying application and configuration components, automation and upgrade

Handles ticket investigations and providing timely responses and solution including on-call support outside normal business hours. Monitored and resolved tickets assigned to the queue based on the service level agreement and based on severity.

Performs and implements simple fixes for code defects

Technology Architecture Consultant/Tech Arch Team Lead

Accenture, Inc.

May 2010 – April 2015

WORK DESCRIPTION:

Handles TIBCO Administration tasks

Assess the level of impact of any outage or maintenance in the system as well as the impact of each development/coding activities to the project

Leads the team in maintaining all applications in good condition

Server-side administration and troubleshooting of TIBCO BW

Production Support of business applications which includes start and stop of application instances, troubleshooting application failures, and diagnosing performance or reliability issues of applications

Creates technical design and impact analysis document

Perform development or coding activities

Investigate, analyze, troubleshoot, and provides resolution to issue or defects

Performs installation, configuration, and maintenance of TIBCO applications. This includes troubleshooting production issues, deploying application and configuration components, automation and upgrade

Planning of release related items, as well as attending project wide meetings.

Handling ticket investigations and providing timely responses and solution including on-call support outside normal business hours. Monitored and resolved tickets assigned to the queue based on the service level agreement and based on severity.

Instructor (Collge of Engineering and Information Technology)

Rogationist College, SIlang Cavite

October 2009 – May 2010

WORK DESCRIPTION:

Handles IT and Engineering related subjects specifically mathematics, data management, computing, programming, and electric circuits theory

SKILLS AND EXPERTISE:

Knowledgeable in TIBCO EAI Installation, Maintenance and Development (RVD/RVRD, Hawk, EMS, BW, BWC, Adapters)

Knowledge in HTML

Knowledge in UNIX

Knowledge in XML

Basic Knowledge in C++

Basic Knowledge in SQL

Knowledge in Microsoft Office Application

Knowledge in Technical writing and analysis

PERSONAL DATA:

Birth Date : July 21, 1987

Age : 28 yrs. old

Gender : Female

Citizenship : Filipino

EDUCATIONAL BACKGROUND:

Bachelor of Science in Computer Engineering

Cavite State University

2004-2009

CHARACTER REFERENCES:

Available upon request

I hereby certify that the above information is true and correct to best of my knowledge and beliefs.

JOVELYN S. PANGANIBAN

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