JOBIEN REGALADO

** * ******* **., ** International Las Pinas City +63-915******* acty39@r.postjobfree.com

OBJECTIVE

To utilize analytical skills with a growth oriented company where organizational objectives will provide opportunities for advancement.

SKILLS PROFILE

-Knowledge in tools such as AskIT, Remedy, HP Service Manager, Clarify, HP Service Center, Open View Service Center, Unicenter SD, TSD, TSD NZ, NSD7 and Seibel TS

-Knowledge in reporting tools such as Avaya CMS Supervisor, TfSR, USD Reporting Portal, Cisco CMS, Net Meeting, Microsoft SharePoint, Citrix, IBM AS400 Emulator, Cognos and InterApp

-Basic knowledge of server hardware such as IBM Blades, clustering methodologies and load balancers

-Experience in full life-cycle management of application, OS and middleware infrastructure support

EMPLOYMENT HISTORY

IT Infrastructure: Project Manager United Health Group

Upper McKinley Hill, Taguig

-Leads, directs and monitors migration activities that cross platforms, applications, and/or business lines

-Oversees and coordinates OSE, DBA, Engineers and LOB contacts to ensure successful migration of servers and network equipment

-Coordinates SAN and NAS storage moves to new infrastructure across multiples OS platforms with engineering teams and LOBs for testing

-Coordinates firmware patching of servers and storage devices with engineering teams and LOBs for testing

-Schedules and coordinates OS, Database and software installations and upgrades for various products throughout the UHG environment

-Coordinates operational initiatives by setting deadlines, determining and assigning tasks, monitoring progress and validating task completion by ensuring post release activities are complete

-Reports results to PM Associate Director to ensure proper communications and hand-off

4/6/2015 7/20/2015

ITSM Incident Manager TeleTech

2013 2015

Pioneer, Mandaluyong

-Responsible for the prioritization, coordination and documentation of all incidents classified as Critical and acts as a single point of contact between the Service Desk, Support Groups, TeleTech and Customer Management

-Delivers critical incident management in line with the IT Service Management – Incident Management process, through all stages of the incident life cycle, across the globe.

-Provides leadership for the whole incident management to keep technical resources focused and on track in resolving the critical incident and restoring customer services.

-Effectively organizes, drives and controls incidents and conference calls for the technical resources to create action plans and specific time frames to immediately restore services to the affected customer

-Approaches problems in a rational and logical manner using sound strategies that ensures effective incident resolution

-Effectively manages Customer Service Level Agreements (SLA’s) for all escalated incidents

-Clearly identifies and documents at case resolution, immediate fix, root cause if known or next steps for investigation and preventative actions to be taken.

Incident Manager Fujitsu WeServ Systems

2012 2013

BGC, Taguig

-Handles Fujitsu America Incorporated, GSOP Cloud, FAI, ITMaaS, BaaS, TSD-NZ Incident, Service Requests, Problem and Change Management

-Responds to alerts within the Service Level Agreement (SLA) timeframe, properly documents the issue and analyzes it for trending performance information

-Initiates and leads conference calls with technology teams, stake holders and account managers

-Identifies appropriate recovery actions, agreeing timelines and holding teams accountable for meeting agreed targets, action steps and escalates when appropriate

-Communicates throughout the incident using appropriate channels articulately expressing all key information to stake holders

-Works with Infrastructure and Operations groups to ensure all systems / services are correctly monitored and alerted

-Driving the efficiency and effectiveness of the incident management process and promoting operational excellence by challenging practices, carrying out research and contributing new data and insights

Incident Lifecycle Coordinator Hewlett Packard

2009 2012

Upper McKinley Hills, Taguig

-Drives Incident Management Process Adherence and Categorization

-Drives quality, speed and consistency in the delivery of Incident Management to our customers. Drives efficiency and discipline for incident management across all in scope towers.

-Find and fix root causes for violations.

-Ensure that the team prioritizes the case management on a daily basis.

-Installs and drives pro-active case management discipline with all in scope towers.

-Making significant contributions to the overall success of the technology group and responsible for Incident Management delivery for the tower.

-Delivering a first class high availability services to all HP Customers, ensuring appropriately skilled resources are available to deliver to the Customer Service Level Agreement.

-Monitor daily case SLA and escalate SD management any issues preventing the desk from meeting its monthly SLA’s.

-Liaise with external Resolution Groups and the Customer to drive improvements, speedy resolution of high priority tickets and adherence to SLAs.

-Analyze open incidents for matching symptoms and multiple or repeat occurrences.

-Ensure the status, progress, and history of the ticket is accurate.

-Invokes the appropriate support to move a ticket through the process.

-Produce and analyze Queue monitoring reports and take appropriate actions.

-Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit.

CERTIFICATIONS

-ITIL v3 Foundations CSME September 2011

-Major Incident Management Hewlett Packard 2011

EDUCATION

AMA University, Las Pinas

2007 Graduate

BS Computer Science

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