Micah E. Prado

Apps Programmer/Analyst II

: +63-945-***-****

: adhbwq@r.postjobfree.com

SUMMARY

* ***** ** ******* ********** - 3 and a half years of experience in IT Industry as Apps Analyst/Programmer focusing on Software Development and Business System Analysis. Focused on creating different programs, coordinating different issues, change requests and updates with other involved groups and creating and handling problem tickets. 1 and a half years of experience in IT Service desk Industry mainly providing IT-related solutions.

WORK EXPERIENCE

WELLS FARGO EGS, LLC – PH (January 2018 – July 2020)

Ticket Handling

-Monitoring Problem Tickets and transferring them from one tool to another (Pac2000 to JIRA application)

-Coordinating the status of the tickets with the Developers and made sure that our they meet the SLA

-Creating Daily Ticket Reports

SDLC Management

-Creating SDLC Work Efforts

-Associating projects and documents with the Work Efforts

-Coordinating with other Stakeholders regarding the requirements and approvals needed

-Making sure that the Work Efforts will be completed on time

Release Management

-Creating, modifying and submitting Change Requests

-Coordinating with the Requestors and other people involved to get the complete details of the requests

-Coordinating with the Approvers to complete all the needed requirements and to follow up on their approvals

-Making sure that the changes are approved and installed on time

HEWLETT PACKARD ENTERPRISE / DXC TECHNOLOGY (May 2017 – October 2017)

Report Analyst

-Generated needed reports for the account using MS Excel

Service Desk Analyst

-Provided first level support and resolution to end-user’s concern via call, chat and email

Duty Manager

-Communicated critical incidents to Incident Management Team

-Managed the account’s queue

Information Knowledge System Analyst

-Engaged with the improvement of the account’s Knowledge Base by contacting resolver teams, updating articles and manuals/procedures, and updating the site

Part of Swivel Team

-Transferred tickets from one tool to another (HPSM to Remedy HPSM to Service Now and vice versa)

Part of Commendations and Complaints Management Support

-Performed end-to-end communication with clients and resolver groups

-Provided coaching sessions to the agents

-Made sure that our team’s tickets were routed to the correct resolver groups

INTEGRATED SOLUTIONS TECHNOLOGY (October 2014 – December 2015)

Created reports using Report Builder (SSRS) and VBA Macro

Developed programs depending on client’s preferences using C# Programming Language

Quality Assurance and Control Testing

Trained to excel using iPLEX – Company’s software

Trained to excel in using SQL Server especially in creating Stored Procedures

Trained to be more logical in busines

HONORS AND AWARDS

Top 1 BSC (Balanced Score Card) & Top QA (January 2017)

Top 2 BSC (Balanced Score Card) (December 2016)

Top 1 BSC (Balanced Score Card) & Top QA (November 2016)

Top 1 BSC (Balanced Score Card) & Top CSAT (Customer Satisfaction) – October 2016

Top 3 BSC (Balanced Score Card) – August 2016

Graduated with Academic Distinction, APC – May 2014

L.A.N.I. Scholar, 2011-2014

REFERENCES

Conrad Mewborn

Business Consultant, Wells Fargo US adhbwq@r.postjobfree.com

Rex Isles

Department Manager, Wells Fargo 090********

Ramon Mallari Jr.

Team Leader, Hewlett Packard Enterprise (DXC Technology)

adhbwq@r.postjobfree.com

091*-***-****

Eric Quevedo

Team Leader, Hewlett Packard Enterprise (DXC Technology)

adhbwq@r.postjobfree.com

091********

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