Mark Gem Andrada Email & Phone Number

Valenzuela, Ncr, Ph

Taguig City

Responsibilities:• Serve as the level 3 escalation point for any issue in our Enterprise Data warehouse and Business Intelligence Reporting Tool. • Responsible for the modification of code in UNIX Scripts (sh/ksh) and verify if the result or output were correct. • Check for possible improvement of the performance of the ETL Jobs to meet the agreed SLA. • Periodic review of all upcoming changes in production environment and make sure that there would be no issue after the implementation to avoid any business impact. • Act as a Service Delivery Consultant for IT Services in an end to end Enterprise Data warehouse and Business Intelligence Project• Assist and Guide our L1/L2 Support for providing technical expertise to resolve any production issues.• Attend Change Management Meeting for the result analysis and code review to ensure that there would be no impact in production after the implementation.• Attend Problem Management Meeting to discuss old and new issues and help in Root Cause Analysis and provide resolution or workaround to meet the agreed completion of the ETL Jobs and Reports availability.• Collaborate with our ADM Team to analyze improvement in database design, development and maintenance• Automate, Improve and Enhance scripts for day to day service operations used by L1/L2 Support• Assist and guide business users for incident ticket or service ticket assigned to me until closure.• Document all resolution taken for any issue and properly cascade to our L1/L2 for future references.• Implements changes in the supported Production Servers provided that there is an equivalent approved change task assigned to the team.• Responsible for updating production manuals and trainings and do knowledge transfer to L1/L2 for the new processes to be implemented in the Operations.• Assisting projects in data warehouse for improvement of the applications and batch jobs.

Makati City

Responsibilities:• Coordinate effectively with individuals/teams within the organization to ensure high quality and timely resolution of customer requests/issues especially issues groups regarding system issues and delays, in order to co-ordinate client processes and notifications.• Resolve issues for managed systems within SLA.• Respond to client inquiries and requests via phone, email and ticket tracking system.• Support and maintenance of applications and servers including bug fixing and batch job processing.• Monitor alerts and status of servers.• Jobs execution in Unix/Linux and Windows environment.• Maintain and monitoring of logs in every batch of jobs running.

Ortigas, Pasig City

Responsibilities:• Run jobs/workflows in accordance with schedules and user requirements.• Maintain and monitoring of logs in every batch of jobs running.• Preparing reports for every jobs/workflows for SLA purposes.• Maintain regular operational logs for review, change management for audit purposes and ensures proper turnover of job runs.• Assist in troubleshooting efforts for any operational problems encountered with existing application systems.• Perform and monitor the status of regular and special batch runs for all existing application systems.• Regularly review operation’s workflow for possible improvements and/or to determine how set of activities will be affected by changes in the company’s IT infrastructure (applications and/or systems).• Investigate the Root Cause of the issue and provide permanent fix on it.• Provide Support for our Tier 1, Tier 2 and Tier 3 Backend.• Loading and managing of all batch jobs running in the ensemble production environment, other than billing-related jobs.(This includes regularly-scheduled jobs (payment, backend of day batch jobs) and any special (reruns, by-request jobs, table distribution).• Monitoring the Billing process for each cycle, handling known issues and escalating any issues to the appropriate team for resolution.• Managing cycles, which includes monitoring of batch jobs and timelines to ensure SLAs are met and communicating with Business Operations on completion for audit availability.• Monitoring (via HP OVO) the status of ensemble production systems, applications, servers, networks and disk space usage Tracking issues and activity status, providing daily SLAs to production issue reports.• Ensure integrity of the billing process by completing quality assurance checks, trial billing and reconciliation of billing accounts.

Intramuros Manila

Responsibilities:• Hardware and software troubleshooting.• Handle installation, configuration and implementation of software products.• Monitoring and Configure VPN routers for Service office to Head office connections.• Structural cabling.• Manage active directory for the users and give them access to the system and remote desktop connection.• Creating Backup of systems and database.