Project Management Office Analyst
Credit Suisse
مجموع سنوات الخبرة :7 years, 4 أشهر
Provide administrative function to the team
Complete end to end coordination of all project related activities in accordance with the internal Credit Suisse Minimal Grid process
Serves as POC for cabling stream questions and updates
Coordination of project related meetings including minutes, Risk and Issue tracking
Identification, ownership and appropriate escalation of issues from the time that they are escalated through to resolution.
Preparation and presentation of project Briefs
Plan and coordinate vendor procurement activities
Identification, ownership and management of project related Risk
Establish and maintain project governance
Facilitate open information flows among project stakeholders
Define, collect, monitor and analyze project metrics: cost, time, quality, risk, testing, communication, etc.
Report to stakeholders and obtain sign-offs on deliverables
Manage the change requests and integrate impacts into plans
Plan and coordinate all vendor procurement activities
Manage vendors from RFP through to procurement and delivery
Liaison role with senior business and IT managers
Develop and maintain relationships with regional TIS providers and peers
Contribute to Weekly Reporting
Ensure Project Compliance to Internal policies and procedures
Credit Suisse AG Singapore
Service Desk Level 2 (Deputy Lead) February, 2011 to September, 2012
✓ Lead 8 SD staff in absence of SD Manager;
✓ Provided training, mentoring and coaching of the staff.
✓ Provided leadership, guidance and escalation support to the team.
✓ Managed the day to day operations of the IT service desk.
✓ Incident Management
✓ Tracked and monitored of incidents generated by the Service Desk agents
✓ Filtered cases as to what the Service Desk could have done before escalating a certain case. The goals are to minimize escalation and resolve issues / request as much as possible.
✓ Followed up cases with different support teams to ensure service restoration.
✓ Generated incident reports in a daily basis and interact with support team leaders to ensure real-time delivery of updates.
✓ Drafted status reports indicating trouble ticket volume and tasks.
✓ Communicated and reviewed with support team leaders to ensure SLA is met accordingly.
✓ Formulated continuous improvement plans.
✓ Continuously worked on the First Call Resolution of the Service Desk by generating necessary reports and formulating better computation with the client's approval.
✓ Worked on establishing a Level 2 support within the Service Desk.
✓ As a Problem Manager, investigated on outstanding incidents and common issues to establish a reliable and sustainable resolution database.
Credit Suisse AG, Singapore
Service Desk Level 1 August, 2010 to February, 2011
✓ Resolve incident calls from Front Office, Back Office and Shared Services Clients;
✓ Categorize Incident tickets and ticket assignment to 2nd line teams;
✓ Make follow up calls to users with Open Incident Tickets
✓ Perform Password Reset procedures using AD following a strict procedural guidelines for verification
✓ Log and classify all Service Desk Client interactions to BMC Remedy Ticketing system
✓ Provide FCR for Outlook 2003/2010 issues, Network troubleshooting, Application installation/reinstallation request, request submission assistance, Access related issues and Hardware related incidents
Barclays Capital, Singapore
Service Desk Level 1 January to June, 2010
✓ Resolve incident calls from end users who were part of the Outlook One mail project;
✓ Analyse nature of queries and provide answers or solutions on Agreed timescales;
✓ Adherence to KPI's like AHT and Resolution Rate
✓ Log all tickets to HP Service Center ticketing system and escalate to 2nd line support accordingly.
✓ Provide remote support assistance to end users for MS Office Suite Applications as well as BAU applications.
✓ Perform Password resets for user accounts in AD as well as for Payroll Login Accounts like SAP Portal.
✓ Provide extensive troubleshooting assistance for outlook issues.
Thomson Reuters, Philippines
Market Data Application Support - Technical January to December 2009
✓ Responded to incoming phone and email requests for technical assistance from users experiencing problems with THOMSON ONE trading platform;
✓ Guide end users with Thick and Thin client installation;
✓ Coordinate with client's IT team for outages and multi-platform incident
✓ Installation of Thomson One products in Blackberry and supported platforms
✓ Connectivity troubleshooting which involves application responsiveness and accuracy of broadcasted data.
Technical Support Representative September 2007 to January 2009
✓ First Point of Contact for technical issues reported by Time Warner Home and Business users;
✓ Guide end users with Queries related to Internet connection, Software and Router configuration;
✓ Adhere to standard KPI's
e-telecare Global Solutions, Philippines
Technical Support Representative March 2006 to July 2007
✓ First Point of Contact for technical issues reported by Dell Consumers;
✓ Resolves issues related to Hardware fault, software configuration, Internet troubleshooting and standard end user queries
✓ Adhere to Standard Call Centre KPI's;
1998 to 2002 Secondary Education - High School San Isidro Parish School, Cebu Philippines