Ma. Sophia Joie V. Email & Phone Number

Metro Manila, Philippines

Australia

Supporting userso Assisting franchise partners and PSC staff in the correct usage of multiple business systems (NetSuite, Windcave, Lightspeed, Xero, Pooltrackr/Vital)o Troubleshooting & resolving first line issueso Managing tickets that have gone out to third parties for resolution (eg Finance, Marketing)o Escalating tickets to product owners when vendor involvement is requiredSupporting product ownerso Support the development of the product vision, strategy, roadmap, and timelineso Support the reporting of product performance against KPI'so Support the development of a well-documented product backlog (i.e. user stories, ranking system, releases schedule)o Support the development of documentation for trainingMaintaining and supporting products or functionso Maintain operational efficiency of each product or functiono Maintain and robust security structure for the product or functiono Maintain operational materials and/or operational processes as it relates to the product or function.o Testing.

Taguig, National Capital Region, Philippines

- Managed Problem Management queue to address the underlyingcauses for incidents and drove continued improvement in serviceavailability.- Kept appropriate stakeholders up-to-date with the latestinformation through timely and regular written and verbalcommunications.- Conducted technical research, analyzed, and evaluated existingsystems (operating systems, architecture, database, hardwareplatforms, network) to drive investigation on any reportedproblem.- Used the appropriate resources and served as liaison betweenthe Operations Team and the infrastructure, development, andbusiness groups to resolve critical problems in the environment.- Drove continued improvement on problem managementprocesses across geographically dispersed development andoperations teams.- Drove continued improvement in system availability throughproblem identification and resolution.- Monitored KPIs that indicate the effectiveness of the Incident andProblem Management process.- Kept knowledge up-to-date with technical architecturedevelopments across the platform

Responsible for resolving client's issues or cases via phone and/or emailAssists client with functionality-related questions through available documented product informationConducts research, investigations, tests, and reviews technical work outputs to troubleshoot functionality-related and performance- related issuesTranslates data gathered from internal tools and translate them into actionable items for Issue (internal updates) and Case (external updates)Keeps customers updated on their open Support cases based on service level targets and ensures that their customer service satisfaction is maintained at an acceptable levelGathers detailed information from client's issues and submits to the software development and engineering team ensuring proper communication for the defects that have been filed.Leads or mentors L1 Technical Analysts and in the team's operational tasks