Adrian Miguel Umengan Email & Phone Number

Makati, National Capital Region, Philippines

Anonas Street, Manila.

• Develop instructional materials and course outline for Electromagnetism, Physics, and Integrative • Course for Electronics Engineering.• Teach students using lectures, demonstrations, and discussion groups.• Received an outstanding rating from students for three semesters.

P. Paredes, Sampaloc, Manila

Philippines

• Manages escalation and disputes related to Incident and Problem Handling.• Responsible in keeping track of SLA KPIs such as MTTR and Update Frequency.• Represents Service Management Team in highly impacting incidents with cross-bundle teams. • Sends wide communication to stakeholders for high visibility incidents and serves as the primary point of contact from service management team. • Ensures that critical business processes for Accounts Payable, Treasury and Banking, and Core Purchasing are being carried out within target. • Coordinates with Business to fully understand the final business impact incurred by incidents and problems.• Reports to the Service Operations Manager the weekly performance of service management team in terms of incident and problem ticket handling.• Maintains Service Now report and dashboards that tracks the KPIs of Incident and Problem tickets.• Helps maintain a Service Now dashboards and reports by updating and extracting data that will be utilized for reporting.• Leads and executes monthly customer service reviews (CSR) to regional and global stakeholder.• Develop SIPs from monthly extracted data and for highly visible and impacting issues. • Ensures that opportunities documented on the Service Improvement Plans are acted on and progress reports are provided to customers.• Leads the effort in driving down the number of out of SLA Incidents and Problems. • Lead daily scrum meeting to review the progress of backlogs and open items. • Review and approve urgency and business impact of Emergency Changes. • Initiates and facilitates meetings for gap analysis and postmortem for issues that involves cross-bundle services, investigate the cause, and recommend actions to prevent further recurrence.

Makati City

• Completed 240 hours of internship under Asset and Configuration Management. • Contributed to the migration of database to a new system.

San Juan City

• Completed 240 hours of internship as Consumer Electronics Technician.• Repairs defective computer peripherals.

Master Of Science In Electronics Engineering - Major In Artificial Intelligence And Automation

9 units earned - on going

Bachelor Of Science - Bs, Electrical And Electronics Engineering, Magna Cum Laude

Activities and Societies: PUP Electronics Engineering Students' Society PUP College of Engineering Honors' Society PUPHAM Radio.