Information Technology Operations Support
Naga, Bicol Region, Philippines
• Assumed responsibility for reporting tasks, including the creation and development of new reports, as well as the enhancement of existing ones, to ensure accurate and insightful reporting for decision-making purposes.• Conducted testing and implemented system configuration changes to rectify defects using established procedures and techniques, ensuring optimal system performance and functionality.• Ensured the development, adaptation, and maintenance of technical support documentation, knowledge base, and user guides by the team, in close coordination with the IT Support Manager, to facilitate efficient troubleshooting and user assistance.• Guided the team to adhere to Incident and Change Management procedures, ensuring compliance with application SLAs and maintaining high system reliability to meet business objectives.• Collaborated with team members to collectively identify areas for improvement, leveraging a deep understanding of technical and business requirements to drive continuous enhancement of operational processes.• Planned, organized, and executed on-site local hardware installations, configurations, and maintenance activities while ensuring uninterrupted operations.• Provided end-user support and monitored technology usage compliance on the call center floor, ensuring adherence to organizational policies and standards.• Demonstrated expertise in fostering effective relationships with peers and stakeholders, contributing to a collaborative and supportive work environment conducive to achieving organizational goals.• Possessed the ability to work autonomously and collaboratively within a diverse team environment, demonstrating adaptability and flexibility in achieving shared objectives.
