Support Engineer

MARICEL A. CEREZO

****-* ***** ****** ****, Manila

E-mail: adc99f@r.postjobfree.com

Mobile no.: 091******** / 090********

Summary

●Graduate of Bachelor of Science in Electronics Engineering (BS EcE)

●With over three (6) years involvement in Production support roles such as batch job creation, customization, implementation, and incident investigation and resolution as Application Support Analyst

●Two (2) years hand-on experience utilizing BMC-Control-M and CA Workload Automation Autosys Edition as batch job scheduler tool

●Two (2) years hands-on experience using Accenture ITG (Information Technology Group), BMC-Remedy-ITSM Remedy and ServiceNow as ticketing tool

●Strong problem-solving skills

●Goal-oriented individual with leadership abilities

Skills: Incident Management, Issue Management, Requirement Analysis, Service-Level-Agreement (SLA) Management, Client Issue Resolution Batch Scheduling Tools and Techniques, Service Desk, troubleshooting

Work Experience

Accenture – Manila Delivery Center

Accenture is a global management consulting, strategy, digital, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Application Development Analyst (September 2018 - September 2019)

Project Name: Digitally Enabled IT Service Req

Technologies Used: ServiceNow, java script

Primary Role: ITSM L2 Support Team / Application Support Engineer using ServiceNow platform

●User Access Management such as providing access

●Assignment Group Management such as creation, deactivation and mapping of assignment groups, adding or removing members

●Update auto-assignment rules

●Triage incoming tickets, e.g. missing categorization, auto assignment rules, assignment groups, and CI Approval groups

●Redirection of tickets to other L2 teams if needed, e.g. DSRM, BizInquiry, TechSvcs

●Conducts Production Monitoring which test the overall performance of the ITSM catalogs

●Creates configuration and minor coding enhancement to catalogs

●Provides brownbag to new team members

●Deploy fixes to defects found on the ITSM Catalog

Secondary Role: Admin POC which monitors that Production and Remedy Monitoring are being performed daily and ensures that 24/7 Lights On/Off Schedule are updated

Application Support Analyst (May 2018-September 2018)

Project Name: PMI – FMS Operations

Technologies Used: PMI iTrack, uTrack

●Installation of uTrack software to uTrack computers and scanners

●Ensures that barcodes scanner can connect successfully to uTrack computers and that software installed are up to date

●Ensures that iTrack products are updated in the iTrack database

●Updates iTrack and uTrack documents to maintain up to date information

●Assists in deployment to EU, Asia regions

●Handles incidents logged by customer and provide workaround and/or fixes to resolve the issue

Project Name: CIO MTAG

Application Support Analyst (November 2017 – December 2017)

●Conducts kick off meetings to Application onboarding to Cloud server

●Gathers requirements on Application team server information

●Ensure that pre-deployment task is complete and signed-off

●Escalates post-migration issues to concerned team

Project Name: PDC Central Automation

Application Developer (February 2017 – November 2017)

Technologies Used: Automation Anywhere, vb.net

●Conducts kick off meetings and gather requirements from customers with potential tool automation

●Development of new tools that will drive automation using latest technologies and replicate it across Operation Accounts

Project Name: PDC Central Automation

Application Support (May 2017 – November 2017)

Technologies Used: Automation Anywhere

●Perform fixes/enhancement related to deployed automated tool using Production Support Ticketing System

●POC for maintaining up-to-date tracker which is used for status reporting to leads and management.

Application Support Analyst (September 2015-February 2017)

Project Name: Avanade PDC AMP Support

Technologies Used: ServiceNow end user, Remote desktop, Windows powershell

Primary role: PDC L1.5 AMP Support

●Support and Troubleshooting such as:

Monitor AMP health

Initial response on all AMP Support requests from AMP customers

Initial troubleshooting of issues with AMP customers

Follow-up / status updates to AMP customers for active / on-going AMP Support incidents

Escalation of AMP Support incidents to other groups (PSG, UCCMS Management, UCCMS Account Leads, etc.), when necessary

Tracking issues and communicating with AMP customers when there are updates

●Creating and maintaining the AMP Support knowledge base(s)

●Provides status reporting for updates, key accomplishment and highlights for the day

●Escalate all major issues that might impact Production environment to onshore team

Secondary Role: Training tracker POC and socials team member

Application Support Analyst (September 2013-August 2015)

Project Name: CIO-Scheduling Services is a global team that provides Control-M services and support to CIO application team covers all environment from development to production.

Technologies Used: BMC Control-M Workload Automation, CA Workload Automation Autosys Edition, BMC-Remedy-IT Service Management (ITSM), Accenture Information Technology Group (ITG), Remote Desktop Protocol, Putty

• Control-M environment set-up

• Batch job creation, customization, and implementation to production and non-production environments

• Jobs issue investigation and resolution using ITG and Remedy

• Job scheduling, automation and migration

• Handles SAP job releases and production/emergency/break-fix changes

• Executes System Investigation Request (SIR) for SAP Program Change Management

• Support application teams in performing testing in all environments; troubleshoot errors encountered by teams/clients on both technical and functional aspects; provide support in job creations and migrations as well as environment build.

• Support production/non-production incidents: Handle change requests, SIRs, and problem tickets, provide on-time and accurate implementations ITG request; resolve and update problem tickets (Remedy); implement assigned SIRs and making it on time before the release date.

• Support team members: Provide support and assistance to fellow team members during critical and high-level issue resolutions; perform peer reviews for change requests (CR) implemented; conduct knowledge transition for any skills not known by others; help to boost morale of fellow team members.

• Conducts brownbag trainings and kick off meetings for Application team education and awareness

• Creates document/s concerning reusable solution, process or work product.

Electric Group (Philippines) Corporation

Advance Group of Companies has been engaged in the manufacturing and trading of electronics, electrical, roofing, construction and metal products, wires and cables and high-end furniture fittings and hardware.

Technical Service Engineer (September 2012-August 2013)

●Create and updates patent documentation for Initial Public Offering – IPO assessment

●Conduct auditing works and documentation to metal products contained in the warehouse

●Conducts verification and functional testing to newly receive audio units

Facility Maintenance Section head (April – August 2013)

●Secondary shift Lead of operator/technicians

●Oversee daily activities of operators/technicians

Aegis People Support Incorporated

Aegis PeopleSupport Philippines Inc. provides offshore business process outsourcing services covering Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail & Technology, Energy & Utilities, and Publishing & Media. The company specializes in tailor-made solutions that cover the entire spectrum of customer and business experiences-across business processing, technology, and shared services.

Technical Support Representative-Project based (November 2011-February 2012)

Team: Vtech toys

Role and Responsibilities

●Take ownership of customer issues reported and see problems through to resolution through online basic/troubleshooting concerning client issues with Vtech products.

●Research, diagnose, troubleshoot and identify solutions to resolve customer issues

●Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

●Provide prompt and accurate assistance to customers inquiries, request and issues

●Ensure proper recording and closure of all issues

Trainings/Seminars

Technical

●Active Directory PDCMS401– December 2016

●Overview of Microsoft PowerShell (online training) – December 2016

●Getting Started with PowerShell 3.0 Jump Start (online training) – December 2016

●Technology Curriculum – Application Testing (Local) A23486 – November 2015

●Avanade Business Intelligence Bootcamp – September 2013

Personal Development

●Personal Development: Inspiring Through Great Leadership– November 2016

●Ethics and Compliance (online training) – December 2016

●Effective Cross Cultural Communication (online training) – January 2015

●Interpersonal Communication: Interpersonal Communication: Communicating with Confidence (online training) – November 2014

●Get Real: Your Career Reality Check (online training) – October 2013

Education

Pamantasan ng Lungsod ng Maynila- Intramuros, Manila, Philippines - BS Electronics Engineering (BS EcE)

Caritas Manila, Inc - College Scholar

Internship

Industry Internship

Ninoy Aquino International Airport

Pasay, Metro Manila

April-June 2010

Government Internship Program

DPWH

Port Area, Bonifacio Drive Metro Manila

1 April 2011-6 June 2011

Government Internship Program

Pag-ibig Head Office, Atrium of Makati

1 April 2008-6 June 2008

Achievements

Received Accenture Gantimpala - Agila Awards on September 19, 2014 for being a business operator advocate

Passed the Electronics Engineering Licensure Examination, License num.: 0050618

Professional Activities

•Accenture Photography Club

•Accenture Language Community

•Accenture Interfaith Community

•Caritas Youth Service Leadership Program

CHARACTER REFERENCES (available upon request)

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