Ivan Kristoffer Dizon Email and Phone Number

Goal is to restore normal service operations as quickly as possible, while minimising impact to business operations and ensuring quality is maintained.

ITIL V3 Certified

Critical Incident Manager• Improve resolution times by assigning incidents to technicians as soon as they are logged into the help desk.• Prevent SLA violations by enabling multi-level proactive response and resolution escalations.• Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.‘JDE Refresh’ Initiative Lead• Currently handling the training for new hires and contractors that carry out training needs analysis. To provide skill sets needed to perform different roles both in the industry and principles.• Headed continuous refresher huddles and cross-training to ensure operations readiness, improve workflow process and streamline project phase completion.Knowledge Exchange Specialist• Managed knowledge exchange updates and understanding for multiple account technical business applications while ensuring resolution is within bounds of service level agreements. • Integrate incident management with a well-structured and easy to build knowledge base.• Improve turnaround times and resolution quality by maintaining a knowledge base of advanced technical solutions exclusively for, and limited to, technicians.• Maintain the quality of knowledge base articles with an efficient approval process.JDE Account Subject-Matter-Expert (SME)• Managed issue identification, analyzing incident concerns and suggesting improvements identified within the area of responsibility while ensuring yield of positive results for the business.• Provided next-level support for Tier 1 and Tier 2 consultants as necessary for issue and problem resolution.Escalation Team Supervisor• Conducted performance check and feedback analysis for team OICs on a regular basis as needed to ensure quality service is maintained.• Performed monthly team reviews and discussions to all internal Tier 1 and Tier 2 teams for performance updates and best-practice awareness.

To be the first level support for any IT concerns. Previous supports are Anglo American, AON, Jacobs Douwe Egberts and Del Monte Foods Inc.