Rita Vergara Email & Phone Number

Australia

Apply technical skills to implement, manage and support CRM systems (iMIS) from ASI.Plan, scope and develop custom solutions for clients.Provide clients with project documentation, end-user training, and handover.Assist clients with queries and issues with their iMIS reporting including SSRS, iMIS IQA, and Crystal Reports.Assist with the management and resolution of the support tickets.

Melbourne, Australia

Apply technical skills to implement, manage and support CRM systems (iMIS) from ASI.Identify and communicate with users to formulate and produce requirements specification documents to implement technical solutions.Transformed business requirements into functional and non-functional requirements.Developing dynamic and interactive websites that ensure high traffic, page views, and user experience.Using various technologies, including JavaScript/jQuery to make code repairs and optimize corporate websites.Developing complex and customized Stored Procedures and Queries for implementing business logic and process in the backend, for reports, and form integration with the CRM system and websites.Developed a solution to allow Engineers to submit real-time RPEng applications, which is professional engineer accreditation established by APEA, integrated with a payment solution with instant purchasing, with the option for promotional codes, as well as the ability to upload documents and upload/edit CPD.Developed Membership Join Forms for each division within the association.Utilising Power BI to create various analytical dashboards.Providing continued maintenance and development of bug fixes for the existing and new Power BI Reports.

Melbourne, Australia

Apply technical skills to implement, manage and support IT management solutions from CA Technologies, Service Now, and IVANTI to support the ITIL process in clients.Assist customers to design and automate IT Service Management processes and implement incidents, requests, problems, changes, knowledge, and configuration management processes using ITIL best practices in CA SDM, Ivanti Service Manager, and ServiceNow.Evaluate and recommend new technologies to satisfy business and IT requirements.Assess performance levels of technologies, and determine the need for updates, upgrades, enhancements, preventive maintenance, and new systems, to provide extended functionalities and optimisation.Installing applications in test environments for testing purposes as well as in production environments.Perform system configurations, develop scripts and other technologies to automate business workflow, improve productivity, and reduce costs.Making modifications to system parameters and changing operating procedures as required.

Colombia

Applying excellent people skills to lead the implementation team.Provide implementation estimates, create statements of work, and project implementation plans for CA Service Management solutions.Provide technical support and advice to individual project managers and assist them with project deployment.Prioritised and manage multiple complex projects within time, technical, and resource constraints.Perform system configurations, develop scripts and other technologies to automate business workflow, improve productivity, and reduce costs.Assisting with the coordination of user acceptance testing for both internal and external users.Conducting reviews with customers prior to release to confirm acceptance of data and configuration.Identify and communicate with users to formulate and produce requirements specification documents to implement technical solutions.Working with both internal and external vendors to support and implement applications using standard tools and frameworks.Upgraded existing software and implement new systems to ensure that the company keeps at par with its technology needs.Assessing the customer's environment setup and configuring IT Service Management tools from CA Technologies, Service Now, and Ivanti supporting industries’ best standards.Assist customers to design and automate IT Service Management processes and implement incidents, requests, problems, changes, knowledge, and configuration management processes using ITIL best practices.Helping sales team by participating in client engagement activities and demonstrating solutions with proof of concept to the customers.Assist service owners in new initiatives or services, in the continual improvement of existing services, and in the retirement of older services.Develop and document Configuration Management policies, processes, and procedures based on ITIL best practices.Model Technical and Business Services in the CMDB based on ITIL.

Colombia

Primarily responsible for the installation, implementation, and configuration of Service Management solutions for external customers.Managed defects or problem resolution to drive implementations to completion.Writing and executing SQL queries for reports.Responsible for creating batch, Perl, SPL, and JavaScript files, as well as modifying HTML and PowerShell code to implement the solutions.Resolved complaints and answer questions from external customers.Conducting needed analysis to determine appropriate product/service requirements for new or existing clients.Configuring the software according to functionalities requested by customers.Use of troubleshooting skills, online research, and diagnostic activities to investigate and resolve problems with the applications.Keeping systems running smoothly and fixing the issues related to it.Maintain General IT documentation and resources, including FAQs, manuals, licenses, media, etc., contributing to Knowledge Management.Developed training session plans to support and enrich the knowledge and understanding of the software to specific end-user audiences.Consistently working with the team on application upgrades, testing, patches, and keeping accurate and detailed notes on all fixed application issues in the help desk tracking software.

Graduated Diploma Engineering Management

Bachelor Telecommunication Engineering

Bachelor Electronic Engineering