Sharon Estabillo Email & Phone Number

Australia

Australia

Sydney, Australia

• Strong understanding of ITIL Service Management best practices. Problem and Major Incident manager for infrastructure and application support in a large-scale environment.
• Leader in developing and delivering process improvements and risk mitigation initiatives under problem management with operation support partners including vendors.
• Technically equipped in better understanding of compute operations and able to translate opportunities to value continuous improvement… Show more
• Technically equipped in better understanding of compute operations and able to translate opportunities to value continuous improvement capabilities.
• Strong knowledge of ServiceNow and its key features, reporting, data analysis
• Very good experience interacting with all levels of IT and business stakeholders. Show less

Singapore

• Incident and Event Management: Responsible in doing trend analysis to identify fault, performance degradation and top-talkers for service improvement.
• Responsible in analyzing alert and incident data and generating operation periodical reports to represent team KPI status, targets, and tasks and projects-at-hand.
• Liaised with the Tools Engineering team to fine tune monitoring parameters, adjust alert thresholds, performs life-cycle management of tools deployed to… Show more
• Liaised with the Tools Engineering team to fine tune monitoring parameters, adjust alert thresholds, performs life-cycle management of tools deployed to identify service improvement and automation.
• Worked with Tools Engineering team for the monitoring review with stakeholders to improve processes and onboard new projects and initiatives.
• Responsible in administering and configuring user access, roles, tables, modules and forms in ServiceNow.

Singapore

• Managed shift to effectively perform monitoring of all business-critical systems: Servers and its services, Web applications, Batch Jobs, Backup jobs, Network - includes incident follow-through to remediate/isolate.
• Performed Level 1.5 support for Unix and Windows systems resource unavailability - restart services and remote resource health check.
• Handled email enquiries related to enterprise system issues and availability.
• Led and had actively… Show more
• Led and had actively participated in major/critical IT Infrastructure outages, global health checks and critical watch party initiatives.
• Responsible in initiating bridge call and act as a deputy Incident Manager for Critical and High Incidents including sending out business communication to technical teams and stakeholders.

Singapore

• Monitoring and Event Management services for Unix, Windows, Database, Web and Applications within Private Banking.
• Monitoring and Event Management services for Global Investment Banking MiddlewareT echnologies - MQ Series, EMS, GRID, EMB and Informatica Workflow
• Monitoring and Event Management services for Security Operation Centre: Intrusion Detection and Log Management Service.
• Performed L1 quick-fixes before escalating to 2nd/3rd Level Support.
• … Show more
• Involved in CSI Operations to identify gaps, root cause analysis and improve production stability.

Singapore

• Lenovo Project)Team: OS Compatibility QA team
• Responsible in testing IBM Lenovo Laptop Computers.
• Perform hardware stress-test on different OS including Service Packs, Hotfixes and Drivers and identify product non-conformity.
• Documentation Controller: Product Acceptance, Process Definitions, and Test Cases and Records.

NCR - National Capital Region, Philippines

• Responsible in maintaining availability and accuracy of TrendMicro product update files in production servers for client download
• Compatibility tester of patterns, scan engine and product patches for all antivirus software products to assure the quality of each before release. The test is through Product Integration using different Windows.
• Designed scripts for process automation (FTP scripts, batch files).
• Handled phone and email inquiries from… Show more
• Handled phone and email inquiries from TrendMicro global business units.
• Support for Network Lab environment – domain administration/server/network