- Safeguarded the implementation of the Incident Management process and ensured that guidelines are being followed by the Team across all regions- Conducted new-hire trainings and quarterly refresher trainings to ensure compliance of specialists to ITIL which in turn has yielded a consistent high rating and positive commendation from the Customer- Successfully met the Customer’s targets for the Team’s OOSLA Reduction by ensuring that incidents are managed per the commitments contained in Service Level Agreements- Significantly exceeded the targets set by the Customer in incident ticket count reduction and this was achieved thru a joint collaborative effort with the Team to regularly review trends, fire-fight recurring incidents and discuss resolutions- Drove for the overall planning and execution of multiple incident management process improvements based on the target metrics and results of regular reporting- Achieved 100% compliance and participation to quality and audit initiatives - Collaborated with other Category Incident Managers to share and adapt best practices in Incident Management processes to ensure that the most efficient and effective process is being followed

- Handled and resolved technical SAP issues in Production Execution (PE), Quality Management (QM) and Maintenance & Storeroom (M&S) to restore a failed IT Service and ensure business service continuity- Implemented routine changes needed by the business for day-to-day operations

As part of the Global Electronic Billing Implementation Team, my main role was to serve as the central point of reference for Baker & McKenzie international firms, global attorneys, third- party vendors, and the firm’s global clients to successfully implement Electronic Billing projects across all B&M locations. In order to accomplish this, my role requires me to perform as a functional expert of assigned applications which entails detailed analysis on operational and project-related tasks.

Documented the IT-related processes of the IT Technical-Operations Department of Ramcar Center- KFC Philippines