Andry Dyan Bello Email & Phone Number

Makati, National Capital Region, Philippines

• Responsible for problem analysis & resolution of customer production issues within service level agreements (SLA) for multiple international airlines.
• Own root cause analysis (RCA) for customer production P1 and P2 issues and assignment of follow-up actions.
• Manage JIRA queue ensuring issues are reviewed and assigned within SLA.
• Manage customer, third-party, and internal communications for customer issues.
• Implement monitoring reports, dashboards for customer and internal teams, system enhancements & fixes, change requests from customers, and process improvements.
• Create and maintain appropriate system documentation and processes.

Makati, National Capital Region, Philippines

• Responsible for problem analysis & resolution of customer production issues within service level agreements (SLA) for multiple international airlines.
• Assist in the creation of root cause analysis (RCA) for customer production P1 and P2 issues and assignment of follow-up actions.
• Manage JIRA queue ensuring issues are reviewed and assigned within SLA.
• Manage customer, third-party, and internal communications for customer issues.
• Maintain system documentation and processes.
• Assist in the implementation of monitoring reports, dashboards, system enhancements & updates, change requests from customers, and process improvements.

Makati, National Capital Region, Philippines

• Build and Release Engineer (Source Code Management)Apr 2016 to Dec 2017 – Makati City, Philippines
• Managed source code, version control, and deployment activities of 48 applications.
• Collaborated with service management team and vendor team for efficient deployment.Application and Operations Management SupportMar 2016 to Apr 2017 – Makati City, Philippines
• Handled change requests for an iPad application used by medical representatives in a global pharmaceutical company.
• Provided Level-2 support for users of GoToMeeting and GoToWebinar web-conferencing applications.
• Ensured incident tickets’ assignment and resolution are within SLA.

• Siebel DeveloperJan 2015 to Jun 2015 – Quezon City, Philippines
• Performed requirements gathering & analysis, design, development, testing, defect fixes, and enhancements on EAI-related change requests for the order management and provisioning system used by a telecommunications.
• Created functional and technical design documents and unit test scripts.
• Organized and conducted functional design walkthroughs with stakeholders and clients.
• Performed thorough tests and coordinated with testers for end-to-end testing to ensure quality deliverable and avoid defects. Product Configuration Analyst (Overseas Experience)Sep 2013 to Jul 2014 – Sydney, Australia
• Carried out configuration of mobile handsets, dongles, mobile handset accessories and pricing for a large telecommunications company in Australia.