Adriano Hernandez Iii Email & Phone Number

Philippines

► Develops and refines Problem Management processes for Login, KYC, and Promotion services, leading to significant incident volume reduction.► Leverages strong horizontal competence in root cause analysis, problem identification and solving, and vertical knowledge in GCash services, architectures, and technologies.► Leads investigations and root cause analysis for critical incidents within Login, KYC, and Promotion services, minimizing downtime and ensuring timely resolution.► Proactively manage service problems with focus on prevention of failures, resulting in improved MTTR and MTBF. ► Collaborates with cross-functional teams to implement permanent fixes and preventive measures through Technical Debt in order to address recurring issues, resulting in improved service reliability and stability► Creates concise incident reports and comprehensive root cause analysis.

► Develops, negotiates, and manages service level agreements (SLAs) for Login, KYC, and Promotion services, ensuring alignment with business objectives and customer expectations.► Monitors service performance against SLAs, identifying trends and areas for improvement to enhance service delivery and meet or exceed performance targets.► Regularly updates service contracts with business leaders, documenting ITSM commitments on service operations quality.► Collaborates with cross-functional teams to implement service level improvement initiatives, leveraging data-driven insights to drive continuous improvement.► Conducts regular SLA reviews with internal stakeholders and external vendors, fostering open communication and addressing any deviations from agreed-upon standards.► Leads efforts to optimize service level reporting processes, providing accurate and timely performance metrics to stakeholders and supporting decision-making.

► Maintained external client relationships, key stakeholders, and liaise with other functional areas.Led service improvement initiatives that resulted in all-time high CSAT scores, significant incident volume reduction and overall client satisfaction. ► Created and defined Incident Management, Problem Management and Change Management processes to ensure improved service availability and enhanced service quality. ► Published Monthly Newsletters and conducts Monthly and Quarterly Service Reviews. ► Managed day-to-day operations and made sure that support teams were in line with the agreed SLAs and OLAs. ► Closely worked with cross-functional teams on bug-fixing, release schedules and release scope.► Represented the team in Change Advisory Board approval meetings, presented change requests and secured necessary approvals. ► Process owner of Change Enablement, Release Management and Problem Management.

► Acted as service liaison between the clients, DXC delivery teams and in some cases, other third-party vendors.► Conducted weekly service reviews and ad hoc reviews with the clients to discuss ticket trends, problem records, service improvement plans, escalations, major incidents, etc.► Drove service improvement initiatives that resulted in significant reduction of incident volume and recurrent major incidents affecting mission critical applications.

► Part of a team that developed a Knowledge Management System for a key account in the company. ► Used JQuery, JavaScript, HTML5, CSS3 and PHP MySQL for the development of the application

► Performed investigation, troubleshooting and resolution activities for system/application incidents and customer service requests utilizing Oracle, Unix, Linux, MS SQL, C#, ASP.NET and Java so that customers can resume their business activities as rapidly as possible. ► Analyzed incident trends for common causes and recommended service improvements plans or technical changes that led to significant incident reduction.► Acted as an SME of one of the Global Supply Chain Domains. ► Contributed to the knowledge base of the supported assets by creating documentation of the solutions to incidents.► Built the team’s capability by conducting regular training and knowledge-sharing of global supply chain incidents.

Ncr - National Capital Region, Philippines

► Performed investigation, troubleshooting and resolution activities for system/application incidents and customer service requests utilizing Oracle, Unix, Linux, MS SQL, C#, ASP.NET and Java so that customers can resume their business activities as rapidly as possible. ► Analyzed incident trends for common causes and recommended service improvements plans or technical changes that led to significant incident reduction.► Acted as an SME of one of the Global Supply Chain Domains. ► Contributed to the knowledge base of the supported assets by creating documentation of the solutions to incidents.► Built the team’s capability by conducting regular training and knowledge-sharing of global supply chain incidents.

► Developed front-end side of a track and trace website for a company, utilizing HTML5, CSS3, JavaScript and Bootstrap.► Contributed in back-end development for a website of a tracking company with the use of ASP.NET MVC, Google Maps API and JavaScript.► Assisted in creating project document templates.► Trained for ASP.NET MVC, HTML5, CSS3, JavaScript and Xamarin