Planning and Engineering Specialist - Senior
FedEx Express
مجموع سنوات الخبرة :21 years, 0 أشهر
Scope of Work:
• Directly responsible for the quality management system of six (6) direct-served countries in the Middle East, North Africa, and India, including the regional HQ in Dubai, UAE, while providing guidance for another seven (7) countries in Sub-Saharan Africa.
• Develop and maintain the regional quality management system that is aligned with divisional requirements and the ISO 9001:2015 quality standard through various self-monitoring activities
• Take the lead and manage ISO 9001:2015 external audit preparations
• Subject-matter expert for ISO 9001:2015 compliance, especially on document identification, labeling and control, SOP and BCP reviews and other related focus areas
• Actively coordinate with other ISO 9001 leads around the world, sharing best practices during quarterly forums and through other channels
• Promote, guide, and support diverse continuous improvement projects and initiatives across multiple processes & functions across the region
Scope of Work:
• Management representative, ISO Networker, and Internal Auditor for ISO 9001:2015 for the IT Department.
• Team Leader for the Customer Technology Helpdesk (Tier-3 Support) with 2 vendor staff under my direct supervision
• Providing real time technical support for over 40 Tier-1 and Tier-2 customer service agents to resolve customer issues, via team chat, phone, and email
• Quality champion and consultant for process improvement projects
• Communications specialist for executive updates to senior management
• Project manager and/or coordinator for various Customer Technology process improvement projects and other initiatives that directly support the business
• Trainer for FedEx Standard & Advanced Automation Solutions (e.g., FedEx Ship Manager, FSM @fedex.com, FedEx Web Services) with more than 20 training sessions and webinars conducted
• Creator and author of CT One Stop Shop knowledge database (KB) for the most frequently asked support questions and topics
Scope of Work:
• Management representative, ISO Networker, and Internal Auditor for ISO 9001:2015 for the IT Department.
• Trainer for FedEx Automation Solutions Awareness with over 20 training sessions and webinars conducted
• Level 3 Support for Standard and Advanced FedEx Customer Technology Solutions - assist and guide over 40 Level 1 & 2 customer support agents to resolve customer issues
• Real time support for CT Field Engineers and/or Sales Executives attending to customer issues covering three direct served countries (UAE, BAH, KWI).
• Manage the helpdesk and maintain inventory and stock of FedEx hardware and supplies
• Undertake other Customer Technology related projects and other initiatives that directly support the business
Scope of Work
As Support Engineer:
o IT Single Point of Contact (SPOC) for high-risk Courier business, providing immediate attention to customer concerns
o Tier-2 application support for Mirsal 2 and Siebel CDM Customs core applications, resolve issues or escalate to Tier-3 support or to the proper administrator as needed
o Monitor system health using HP Performance Manager, and HP OpenView Suite and forward alerts to infrastructure team
As Incident Manager:
o Ensure the speedy restoration of services in the event of system issues as per agreed SLAs
o Conduct weekly Incident Review Board meeting and ensure that each incident is thoroughly reviewed and steps are taken to prevent recurrence by practicing correct Incident, Problem and Change Management procedures as recommended by ITIL v3, as well as ISO 20000 and ISO 27001
o Generate regular Productivity and KPI reports and other ad-hoc reports required by management
o Custodian for online Knowledge Database and Known Error Database (KEDB)
Highlights
• Nicknamed as “The Sniper” for the reputation of having high accuracy and swift resolution of reported incidents, as well as the ability to pinpoint the right root cause through careful analysis of symptoms and trends
• Significant contribution to the achievement and retention of the company’s ISO 20000 and ISO 27001 certifications for 3 years by means of documents organization, incident tracking and trend analysis
• Served as Incident Management Coordinator and later as Incident Manager within the first three years working for the company
Projects:
• Courier B2G (March 2011)
o Description: B2G is designed to facilitate a direct connection from business to government, allowing bulk upload of customs declarations
o Role: Tier 2 Applications Support, IT Single point of contact (SPOC)
• Al Serdal Release (February 2011)
o Description: Al Serdal is the major release of two new Siebel based applications (NRE and ECR), as well as the third phase of its successful Siebel e-clearance application (CDM/EEPG)
o Role: Tier 2 Applications Support, Server Health Monitoring
• Mirsal 2 Release 2 and Siebel e-EPG (July 2010)
o Description: Mirsal 2 is Dubai Customs’ in-house paperless declaration submission and e-clearance application; e-EPG is the Siebel based worklist application for declaration approval
o Role: Tier 2 Applications Support, Server Health Monitoring
Scope of Work
• Tier-2 support for Workstream MES applications
• Systems administration for Workstream MES application, OpenVMS, user accounts and security management, and database administration for Oracle RDB
• Application administration, support and development using COBOL, OpenVMS scripting and ColdFusion
Highlights
• Designated as Junior Systems Administrator for the company's Core/Critical Manufacturing application server
• Actively participated in the formation of the IT department’s manufacturing team organizational structure
• Organized regular “Learning Sessions” for knowledge sharing among colleagues
Scope of Work
• Tier-1 support for user requests (via phone, email or walk-in) having IT related concerns, resolve issues or escalate to the proper administrator as needed
• Facilitate Backup Tapes inventory, storage and retrieval for restoration requests
• Monitor Network Switches and Routers, Critical Servers and Workstations using Network monitoring software
Highlights
• Actively assisted Helpdesk Team to limit number of open/unresolved helpdesk tickets to 25 per day as a KPI
• Actively assisted Helpdesk Team to achieve SLAs of resolving Urgent cases ASAP, High Priority cases within the day, Medium Priority cases within 10 days, and Low Priority Cases within 30 days
• Authored several IT Knowledge Base entries, user guides and “how to’s” to various IT procedures and applications
Scope of Work
• Instructor/Lecturer for various Computer Engineering subjects such as Engineering Math, Research Methods, and Professional Ethics
• Adviser to the student body organization, the department publication, and the department community extension services
Highlights
• Conducted two successful Microsoft Office Users Specialist (MOUS-XP) Training for various Public School Teachers as part of “No Teacher Left Behind” project of Microsoft Corporation and the Department of Education (DepEd)
• Member, advisory team to the UC CompE participating team to the SMART SWEEP Innovation Awards who made it as one of the Top 10 entries nationwide, 2004
• Conducted various Seminars, Leadership Training, and Team Building Activities for the UC Computer Engineering Club
• Served as moderator during the 5th Philippine Computing Science Congress of the Computing Society of the Philippines (CSP)
• Consistent member of Final Evaluation Panel for graduating students
• Revised the curriculum for 'Research Design' and 'Professional Ethics and Values' subjects
Graduated Magna Cum Laude - Bachelor of Science in Computer Engineering