Joanna Marie Pascual
Parañaque
Summary
Knowledgeable Incident Manager drives effective problem solving and decision-making. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams. Multitasking Incident Manager with a background in remediation planning and execution. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
NN GIFA Service Management Incident Manager
Aeven Philippines Formerly NNIT Philippines, Inc.
07.2018 - Current
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Reduced system downtime by proactively monitoring network performance and addressing potential issues before they escalated.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.- Ensure that Incident Management Service levels are achieved
- Act as focal point for the customer Incident Management process, including participation/leading taskforces for high and/or escalated Incidents.
- Perform trend analysis on Incidents and Propose new problem if applicable
- Monitor the effectiveness of customer Incident Management process and make recommendations for improving it
- Provide process guidance to our technical teams and report on potential process gap
- Responsible for Incident Management process and underlying procedures.
- Day to day execution of process management across the organization and delivery.
- Ensures process performance and compliance, including training service teams where relevant
- Proactive process work
- Analyses complex issues and improves methods, concepts, techniques, or processes across areas of work or functions based on input from others and/or personal experience.
- Continual improvement of the process and supporting tools
Service Desk Analyst, End User Services
OCWEN Business Solutions, Inc.
10.2016 - 07.2018
- Receive, log, and manage calls from internal staff via telephone, email, chat, and web submissions regarding IT issues and questions
- Resolve as many calls as possible and adhere to standard KPIs
- Learn new technologies and evolve as the team matures
- Gather and record all relevant issue details to submit for second level support when needed
- 1st and 2nd line support - Troubleshoot IT related problems from in-house software and hardware, such as Laptops, PCs and Printers
- Troubleshoot basic network issues
- Take ownership of user problems and follow up the status of problems on behalf of the user
- Communicate progress in a timely manner and manage frustrated callers with calm demeanor
- Maintain high level of customer service
- Provide basic in-house user assistance in MS Office applications used within Ocwen (Word, Excel, Outlook, PowerPoint)
- Create knowledgebase articles when new information is learned that could be useful to others
- Active Directory - Create user accounts, reset passwords, create groups
IT Analyst
Account: Maersk At TATA CONSULTANCY SERVICES Inc.
02.2016 - 10.2016
- Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
- Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems.
- Performs analyzing, diagnosing, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.
- Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.
- Responsible for the analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
Service Desk, Information Management Specialist
Account: Johnson & Johnson At A Xerox Company
10.2012 - 01.2016
- Improved information management processes by developing and implementing new policies and procedures.
- Enhanced data security with the implementation of robust encryption and access control measures.
- Streamlined data retrieval by creating efficient search algorithms and indexing strategies.
- Optimized database performance through regular maintenance, tuning, and optimization activities.- Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
- Analyzing data to detect trends and problems related to incident volume, backlog and process
- Organizes information by studying, analyzing, interpreting, and classifying data.
- Prepares reports by collecting, analyzing, and summarizing information.
- Monitoring the effectiveness of incident management and making recommendations for improvement
- Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue
Level 3 Tech-support Operations
Account: HSI Verizon At ALORICA RIM INC.
03.2009 - 10.2012
- Enhanced system performance by conducting regular software and hardware upgrades.
- Decreased downtime for critical systems through proactive maintenance and troubleshooting procedures.
- Implemented efficient workflows by optimizing network configurations and settings.
- Collaborated with team members to complete complex projects on schedule and within budget constraints.
- Responsible for making follow ups on customer to make sure the service they ordered is working
- Extract and compile a range of date from source, from individuals by asking questions or from one or several given databases
Customer Support Representative
Account: VENUE At ALORICA RIM INC.
04.2009 - 11.2009
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Boosted customer retention rates by building strong rapport and delivering exceptional service.
- Deliver quality customer service through proper handling of customer account, billing and other similar concern.
- Perform up selling of other promotion when necessary.
Education
Bachelor of Science - Hotel And Restaurant Management (Undergraduate)
St. Scholastica’s College Manila
Leon Guinto St., Malate ManilaSkills
- Resource Utilization
- Data Collection and Review
- Incident Management
- Team Engagement- 15 years of work experience in IT Help desk roles
- Highly Skilled in responding to tickets generated by End-Users in a timely manner
- Demonstrated ability to diagnose and fixed problems of operating systems
- 3 years of work experienced as a high-speed internet support
- Familiar with troubleshooting in connectivity issues
- Familiar in Active Directory - Creating user accounts, Enable/Reset Password, Add Users in Distribution List, Shared Mailbox and Security Groups, Including Group creation
- Hands-on experience in responding, tracking, and following up to Telephone, Emails, Chat and End-User Request for support
- IT Support skills; Windows OS, Productivity software, Printer troubleshooting, Network connectivity, System upgrades, Driver Installation, New user training, LAN/WAN, and Wireless VPN
- Multi-tasking and project management skills
- Proficient in MS office, including Outlook, Word, Excel, and PowerPoint
- Flexible in Shifting Schedule
- Experienced in different Windows Operating systems
- Has a public relation ability and leadership skills
- Strong interpersonal & relationship building
- Ability to learn and develop quickly
Certification
- I/TSS Good Documentation and Data Extraction Practices
- I/T Shared Services Compliance Education
- SCDL Certified
- ITIL v4 Certified
Timeline
NN GIFA Service Management Incident Manager
Aeven Philippines Formerly NNIT Philippines, Inc.
07.2018 - Current
Service Desk Analyst, End User Services
OCWEN Business Solutions, Inc.
10.2016 - 07.2018
IT Analyst
Account: Maersk At TATA CONSULTANCY SERVICES Inc.
02.2016 - 10.2016
Service Desk, Information Management Specialist
Account: Johnson & Johnson At A Xerox Company
10.2012 - 01.2016
Customer Support Representative
Account: VENUE At ALORICA RIM INC.
04.2009 - 11.2009
Level 3 Tech-support Operations
Account: HSI Verizon At ALORICA RIM INC.
03.2009 - 10.2012
Bachelor of Science - Hotel And Restaurant Management (Undergraduate)
St. Scholastica’s College Manila
- I/TSS Good Documentation and Data Extraction Practices
- I/T Shared Services Compliance Education
- SCDL Certified
- ITIL v4 Certified
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