Confidential

• As Business Analyst, improved Service Management policies, processes, procedures, and standards of one of the biggest insurance companies in USA to comply to industry standards such as Capability Maturity Model Integration CMMI , Information Technology Infrastructure Library ITIL , and Project Management Body of Knowledge PMBOK
• Improved Enterprise and Service Knowledge Management Systems by leveraging HP Service Manager v.9.x, gathered requirements, prepared use cases, reviewed and assessed knowledge documents, and worked with project management to prepare work orders and define strategies and processes to ensure successful implementation
• Collaborated with Service Operation teams to assess data and migrate tickets and knowledge assets
• Helped define the metrics framework and reporting requirements for Incident, Problem, Event, and Knowledge Management
• As Case Manager of the Solutions Architecture Team, helped delivery centers navigate the organization to enable quick resolution of critical testing defects and project issues provide direction for projects to prevent severe roadblocks to achieve project milestones and program timelines and worked directly with leadership to identify issues and defects that need cross-functional collaboration
• As Service Design Consultant, liaised with the different development centers to ensure compliance to ITIL Service Design standards and processes prepare and/or review business service level requirements, service level agreement, and operational level agreement and perform impact analysis to ensure compliance to said agreements

Quality Analyst Accenture

Confidential

• Member of the Software Engineering Process Group SEPG Quality Account Management Unit responsible for providing consultancy services for start-up and ongoing projects in establishing its project management, program management, and quality management standards and processes, and performance management reporting and analytics
• SEPG performs assessments of organizational capability, develop plans to implement needed improvements, coordinate the implementation of those plans, and measure the effectiveness of these efforts
• Conducts or facilitates software process assessments, or quality and process improvement audits to ensure projects adhere to organization standards and processes, methodologies, and CMMI/ITIL/PMBOK and obtains and maintains the support of all levels of management
• Works with line managers whose projects are affected by changes in software engineering practices, providing a broad perspective of the improvement effort and helping them set expectations
• Maintains collaborative working relationships with software engineers, especially to obtain, plan for, and install new practices and technologies
• Arranges for any training or continuing education related to process improvements
• Tracks, monitors, and reports on the status of particular improvement efforts
• Facilitates the creation and maintenance of process definitions, in collaboration with managers and engineering staff
• Maintains process database
• Provides process consultation to development projects and management
• Member of the High Maturity Core Team responsible for the support of Level 5 Standard CMMI Capability Maturity Model Integration Appraisal Method for Process Improvement, or SCAMPI activities
• Member of SEPG Champions of Processes COPS
• Ensure on-time submission and compliance of projects to mandated organization deliverables
• Platform Innovation Team Member coordinates continuous improvement and technology innovation initiatives across the different capabilities and centers of excellence of the organization coordinates the industrialization and application for patent
• Quality Coordinator of one of the company's largest Financial Services and Capital Markets client liaise with the organization's Software Engineering Process Group, Information Security Group, Delivery Excellence and Process Excellence groups
• Participated and successfully appraised at Level 5 by the Software Engineering Institute SEI via the Standard CMMI Capability Maturity Model Integration Appraisal Method for Process Improvement, or SCAMPI Recertification
• As the Quality Council Lead, coordinates overall quality, process improvement, project and program management activities, and vendor certification program audit compliance
• As the Production Control Coordinator, ensures all projects' compliance prior to migration and adherence to the release management processes liaise release activities with the client and client team Change Control and Release Board
• As the Continuous Improvement CI Program Lead, coordinates overall implementation of CI initiatives, via application development or enhancements, to improve the quality of service, and reduce effort and cost by at least EUR 60,000 annually
• As the Software Quality Assurance Coordinator, manages overall Product and Process Quality Assurance, and Configuration Management audit activities
• Prepare and analyze performance management metric reports and engagement status reports by using standard Earned Value and Service Level Management
• Analyze data by using Lean Six Sigma principles and techniques, and conduct root cause analyses for continuous process improvement
• Conduct Quality Management System training

Associate Team Lead

Confidential

• Level 2/3 Global Support Officer of the Technical Support and Account Services teams
• Supervises day-to-day operations and works closely with the Global Support Manager and Account Services Director on operations and client-related issues and concerns
• Research, replicate, and resolve issues encountered by ListKey clients
• Liaise with the Production Control Support team to resolve complex ListKey Bug Fixes and coordinate implementation of Enhancements
• Coordinate User Acceptance Testing with clients to ensure business requirements are achieved
• Ensure escalations are properly handled and resolved
• Monitor team performance, prepare and analyze reports
• Maintain knowledge base and processes repository
• Technology: MS Excel, MS Access, SQL

Environment: CMMI Agile Methodology, IT Service Management

Technical Support Engineer

Confidential

• Performed Level 1 customer assistance and technical support for MSN Internet Access account
• Escalates complex issues to Level 2 engineers
• Reports incidents, problems, and events, and its corresponding resolution or workaround into the Knowledge Base

Environment: IT Service Management, Call Center

On-the-job Trainee / Intern Artist Managers

Confidential

• Thesis Development and Implementation
• Proposed and implemented the Records and Deployment Monitoring System RDMS for the management of talents and overseas workers database
• Technology: Visual Basic 6, MS Visio, MS Access, SQL, HTML

Environment: Systems Integration, Waterfall Methodology