PROFILE SUMMARY

Technical Project Coordinator with experience in handling Planning, Build, Deployment and Maintain of IT Infrastructure with focus on Move Add Change, Citrix and Microsoft Technologies.

Core focus and skill set includes operating level knowledge in:

• Wanda (SR Workflow, PeopleSoft Support)

• Monitoring EPRO (TOOL)

• Service Dispatch

• Service Asset & Configuration Management (SACM)

• Change Management

• Problem Management

• Intake Process

• Procurement & Pre-Sales

Experienced and knowledgeable with operating level knowledge in:

• SAP

• SAP Netweaver

• Linux/Unix

• Vantive Tool

• UC4

Knowledgeable with architecture knowledge in:

• Telnet, SSH and PuTTY

• Network security such as VPNs

• Control -M

• Window Server

• MAINFRAME (COBOL – UPDATE& MONITORING)

FATIMA DEFEO BUENAOBRA

Address: BLK 16 L 7 Sunflower Street Camella Homes South 1 San Pedro Laguna 4023 Mobile: +639*********

Landline: +632*******

Mailto: adlm5u@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Company: Wells Fargo EGS Philippines

Role: Technical Project Coordinator II

Duration: January 23, 2017 – October 11, 2020

Team: EUC- MAC Coordination (End User Computing – Move Add Change) Responsibilities:

• Responsible for ensuring that the support services provisioned to each of Internal Partners is well managed and effective. These services include help desk support, technical support case resolution (all levels), systems maintenance (“operations”), project management, database administration, system security, and software development.

• Leadership: shall possess strong leadership skills. Despite the fact that the TPC likely does not have any direct staff reports—managing the activities (including assignments) associated with level one and level two cases positions to lead the field technical team members. This servant leadership role includes assessing, communicating, coaching and reinforcing those behaviors that support a healthy group interaction.

• Support Coordination: shall possess customer service skills, detailed task management and resource planning skills, and an unrelenting passion to ensure that the requester’s expectations have been fulfilled. Knowledge of the methods and tools used to manage support requests, and a disciplined commitment to continually improve these methods and tools are required.

• Operational Care for Technology Systems: shall oversee and ensure the operational care of information systems and services. This includes (1) maintaining the comprehensive list of technology systems and services, (2) monitoring and reporting for all service level agreements, (3) overseeing the installation of patches and updates, (4) ensuring the adherence to change control procedures, (5) overseeing the maintenance of as-built documentation, (6) ensuring security standards are developed and maintained, (7) verifying the alignment of the backup sets to the recovery requirements, and (8) ensuring the daily backups occur as planned.

• Review submitted requests for completeness and to ensure it is In Scope EDUCATION

ADAMSON UNIVERSITY

Manila, Philippines

Bachelor of Science in Information Technology

(2008-2012)

SAN FRANCISCO DE SALES SCHOOL

San Pedro Laguna, Philippines

(2004-2008)

LAGUNA NORTHWESTERN COLLEGE

San Pedro Laguna, Philippines

(1997-2004)

• Engage Requestor(s) via email template (from shared account) to request missing required data and update. Capture the Requestor’s response on the Work Log.

• If out of Scope, redirect user to correct process or re-route Service Request to correct team as applicable Request Status.

• Monitor shared email inbox for Requestor response. Update applicable request with required data received from Requestor’s email response

• When all data is received, email Requestor the applicable service email template (which describes the process lead time, contact info, & requestor responsibilities)

• Update Service Request status, change the Work Group to the applicable team, and update the Work Log with the required data

• Review Fulfilled Service Requests assigned to the QA Workgroup for closure activities

• Engage the Requestor vie email or Instant Message to confirm the requested work is complete and operating as expected.

• If fulfillment was successful change the Request status to complete, update the required fields, and close the request.

• If fulfillment was not successful follow the applicable procedure to re-engage the fulfillment team/support process. Adjust the Request Status as applicable.

• In software phase, required to check large amount of license request depends on the Service Request.

• Minimal handling of Incident Management

• Engaged different work group when it comes of Hardware Request.

• Handling large LAN JACK request

• Engaged vendor and internal technical people for installation request.

• Closely communicate to internal end user for large request and minimal request.

• Update Risk Register and monitoring EPRO.

TRAININGS ATTENDED:

• BANK & ESSENTIAL (2017)

• PM LITE – PMBOK GUIDE (2019)

• Occupational Safety & Health Center (OSH) 8-Hour Training (2020) ONLINE TRAININGS:

• Code of Ethics and Business Conduct (2017-2020)

• EIT Risk Basic for Application and Infrastructure Managers 2017

• Servicemembers Civil Relief Act (SCRA) 2017

• Service Asset and Configuration Management (SACM) Overview 2017

• Managing Risk Starts with Me 2017-2020

• Global Data Protection and Privacy Training 2018

• Operational Risk Essential 2019

• Risk Essential 2019

• Global Data Privacy & Protection (GDPP) 2019

• Agile Project Planning 2019

• Agile Software Development – Scrum 2019

• Cloud Computing Fundamentals: Overview 2019

• Cloud Computing Fundamentals: Virtualization and Data Centers 2019

• Cloud Computing Fundamentals: Migrating to the Cloud 2019

• Cloud Computing Fundamentals: Storing and Managing Cloud Data 2019

• Data Access & Governance Policies: Data Classification, Encryption & Monitoring 2019

• Data Warehouse Essential: Concepts 2019

• Data Architecture Primer 2019

• Applying Machine Learning 2019

• Data Classification and Machine Learning 2019

• Data Science Overview 2019

• Introduction to Machine Learning and Supervised Learning 2019

• Machine Learning 2019

• Data Visualization and Predictive Analytics 2019

• Data Mining, Data Distributions & Hypothesis Testing 2019

• Regression Analysis

• Machine Learning, Propensity Score and Segmentation Modelling

• Key Statistical Concept

• Introduction to UI/UX

• UX Design Foundations: Design Principles and Strategies Company: Hewlett Packard Enterprise

Role: Team Leader – Transition Project

Duration: January 2016 – March 2016

Team: Backup Team

Responsibilities:

• Develop a strategy the team will use to reach its goal

• Provide any training that team members need

• Communicate clear instructions to team members

• Listen to team members' feedback

• Monitor team members' participation to ensure the training they are providing is being put into use and to see if any additional training is needed

• Manage the flow of day-to-day operations

• Create reports to update the company on the team's progress

• Distribute reports to the HP teams

• Handling DP Reports for Backup Monitoring

• Consolidating DP Checks

• Back up monitoring

• Solman SAP Monitoring

• Handling of IM Tickets and Change Tickets

• Development

• Production

• Escalate Ticket

Team Leadership & Coaching:

• Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.

• Motivate & inspire team members

• Lead by setting a good example (role model) – behavior consistent with words

• Facilitate problem solving & collaboration

• Maintain healthy group dynamics

• Intervene when necessary to aid the group in resolving issues.

• Support new team members in working through induction program, ensure that they have the necessary knowledge to effectively participate on the team.

• Recognize & celebrate team & individual accomplishments & exceptional performance

• Contribute to staff appraisals & supervision process. Role: Team Leader - Support Engineer II / SAP Basis Engineer Duration: June 2014 – December 2015

Team: EAO – Monitoring

Responsibilities:

• Develop a strategy the team will use to reach its goal

• Provide any training that team members need

• Communicate clear instructions to team members

• Listen to team members' feedback

• Monitor team members' participation to ensure the training they are providing is being put into use and also to see if any additional training is needed

• Manage the flow of day-to-day operations

• Create reports to update the company on the team's progress

• Distribute reports to the HP teams

• Sap Basis Account

• Health checks monitoring

• Back up monitoring

• We followed Daily Task, Weekly Reports, Monthly Reports and Tasks

• Ad hoc request for Health checks

• SAP HANA

• ORACLE

• Development

• Production

• SAP NETWEAVER

• Create and Dispatch Tickets

• Escalate Tickets

• Citrix Access, NT Logins, Remote Specialist

• Familiar with the principles of customer service practices and Service Level Agreements

• Experience of working in a dynamic environment and producing quality work to demanding timescales is preferred

Team Leadership & Coaching:

• Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.

• Motivate & inspire team members

• Lead by setting a good example (role model) – behavior consistent with words

• Facilitate problem solving & collaboration

• Maintain healthy group dynamics

• Intervene when necessary to aid the group in resolving issues.

• Support new team members in working through induction program, ensure that they have the necessary knowledge to effectively participate on the team.

• Recognize & celebrate team & individual accomplishments & exceptional performance

• Contribute to staff appraisals & supervision process. Company: IBM Solutions Delivery Inc., Global Delivery Center Role: Support Center Representative/Mainframe Support/AMS Unix Support Duration: August 2013 – May 2014

Project: SEARS CANADA – Financial Services & Home Services Responsibilities:

• Creating user account in Vantive Tool

• 24/7 Application Support and executed tickets when we received it from clients.

• To manage transition details and documents from client

• Manage team objectives and targets as per portfolio or application

• Communicated with the SME’s as per work assignment details.

• To perform the work assignments given by the client

• Closely communicate to client and their request

• To execute scheduled or unscheduled reports based on the requirement

• To act as a sub lead for the portfolio/application

• To communicate with the client from which approach is appropriate for the process.

• Communicated and delegated with the client for the requirements given.

• Participated in several small requirements given by the project.

• Perform jobs based on the work assignment’s overview Company: Jardine Direct Company Inc. – Dairy Farm IT Support Centre Role: Computer Operator

Duration: December 03, 2012 – May 30, 2013 Team:

Operation

Responsibilities:

• Price Store Uploading Using Linux/SuSE.

• Store consolidation and Sales consolidation in Linux/SuSE using PuTTY.

• Ad hoc POS File Generation in Control –M.

• Store upload monitoring using UC4 Software.

• Suggesting and providing IT solutions to business and management problems.

• Monitoring Network Usage and Network Error in AS/400.

• Monitoring and fixing problems in database using the application Nagios.

• Working closely with other departments/organizations and collaborating with other IT staff.

• Escalate error problem that my team encountered.

• Closely communicate to the users regarding their requests and requirements especially for the uploading of monthly request jobs.

• Resolve Incident, Change and Problem Management request with the prescribe SLAs.

• Was able to assist users with their requests and inquiries in a timely manner via phone or email.

• Out of office Helpdesk

• Can do Multi-Tasking in Monitoring the down server and Escalation.

Contact this candidate