IRISH ANN H. BUENAVENTURA

• Responsible for monitoring, escalation, and coordination of application jobs to ensure smooth operation and completion.
• Monitoring and support of nightly cycles and ensure proper escalation or coordination to an on-call support team (Infrastructure Engineer and/or business team).
• Review log files, email notifications and other unusual events or triggers that may occur during process cycle.
• Responsible for network and infrastructure monitoring.
• Monitor client infrastructure using enterprise monitoring tool.
• Send e-mail notification ad/or escalate to Infrastructure Team as necessary any critical alerts and hosts that are down.
• Performs monthly patch and maintenance for QA, DEV, and PROD servers.
• Monitor service desk board and provide Tier I/2 support and carry-on other tasks as assigned.

• Responsible for system, network, and infrastructure monitoring.
• Monitors internal and client infrastructure using enterprise monitoring tools.
• L1 triage/validation of all events/alerts received.
• First responder for critical/urgent alerts and events that are triggered.
• Perform daily backup checks, monitors capacity, backup failures and backup issues and take necessary actions to resolve failures and escalates issues as needed.
• Responsible for monthly maintenance on client’s devices to ensure all equipment are updated with latest patches.
• Provide technical support to Newberry’s clients and ensure all IT equipment, services and infrastructure are running to its optimum performance.
• Aids to develop new and maintain existing documentation related to IT processes, procedures, and policy; Helps to ensure existing documentation is current and followed.

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Perform daily health checks for both internal and Cornerstone’s clients to avoid problems and keep existing services running and ensure there are no issues that will cause downtime.
• Provide Tier II/other support per request from internal and Cornerstone clients.
• Investigate and troubleshoot issues.
• Repair and recover from hardware or software failures.
• Coordinate and communicate with related users and groups.
• Maintenance:.
• Apply OS patches and upgrades on a regular basis and upgrade administrative tools and utilities.
• Configure / add new services as necessary.
• Maintain operational, configuration, or other procedures.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
• Configure CPU, memory, and disk partitions as required.
• Maintain data center environmental and monitoring equipment.

• Provide technical leadership to Application Support team.
• Provide 2nd line Application Support on customer’s internal and external developed applications.
• Build necessary operating processes, job aids and other documentation required to provide effective service to the customer.
• Plans, directs, manages, and evaluates team performance to ensure customers are receiving high level of service.
• Serves as an escalation point for resolving the most difficult customer issues.
• Ensure there are robust procedures and processes within the application support function.
• Interact with customer’s internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
• Follow appropriate departmental and company procedures and policies (i.e.
• Change control, security and auditing, release,.
• Configuration, problem, and incident management).
• Responds to customer queries concerning system software and applications.
• Promotes a productive and positive relationship with customer.
• Makes decisions regarding personnel actions and activities.

• Perform duty Service Manager for the designated customer segment.
• Act as focal point for the Incident process: Communicate with customers, service providers, and management.
• Produce management information and customer reporting, and create, analyze, and distribute incident management reports.
• Perform trend analysis on Incidents/Service Requests and raise Problems if a common root cause is lacking.
• Understand Service Targets and maintain ITSM tool so that it is reflecting the needs for the support effort.
• Resolve conflicts boundary issues regarding incidents and service requests hence settle disputes with customer regarding add on service or not.
• Conduct activities to improve the collaboration between customer and NNIT with regards to incident management.
• Educate stakeholders at customer to perform incident management (‘self-service’).
• Assist in evaluating requirements to incident management with regards to implementing new technologies.
• Develop and maintain customer specific documentation as customer handbooks and Operation Center related customer information.
• Act as the” liaison officer” between Operation Center and SDM team regarding Incident Management.
• Drive customer on-boarding in Operation Center.

• Assigned to a client transition project (Vestas AS-IS project) to continuously perform day-to-day operations to maintain and support client infrastructure while in transition phase.
• Provides Level 2 support for in-scope server issues.
• Task includes:.
• Situation Management – Point-of-contact for handling high priority incidents (P1/P2) for in-scope services by maintaining close coordination with relevant departments & continued communication with stakeholders regarding the progress of resolution/action steps taken, ensuring that highest level of attention is applied.
• Infrastructure/Applications Monitoring – monitor Vestas IT infrastructure using CA Spectrum and SCOM.
• Performs reactive/proactive response to indications of possible degradation or total disruption of any Vestas’ IT services.
• Incident Handling - provides support for all operational incidents; this includes performance of basic to advanced administrative tasks in support of IT services and technologies.
• Daily Routine Operational Tasks - executes steps based on approved SOP's generally for preventive maintenance purposes.
• Release Management – participates in monthly maintenance for update throughout Vestas Infrastructure running in Microsoft Windows server platform.
• Subject Matter Expert – Provide advanced technical support to all low priority incidents that are escalated due to a need for a higher level of urgency and skill.

• Assigned as Service Manager for incident & situation management.
• Responsible for the thorough handling of high priority incidents (P1/P2) by maintaining close coordination with all relevant departments & continued communication with stakeholders regarding the progress of resolution/action steps taken, ensuring that highest level of attention is applied.
• Capture business critical incident details and update all necessary incident tickets and documents.
• Provide required notifications and updates on all business-critical incidents.
• Responsible for information dissemination of major incidents to internal teams.
• Liaise with team managers of all technical experts (or support teams) to ensure swift resolution of business-critical Incident within SLA targets.
• Participate in the review of Critical and High incidents situations.
• Ensure that the detection, reporting, initial problem support and prioritization of all incidents are effectively and consistently applied.
• In cooperation with Problem Manager, conduct post incident analysis and ensure accurate root cause of incidents is published, appropriate preventive actions are identified and tracked, and ensure elimination of future service interruptions is minimized.
• Make recommendations for service process improvement plan.

• Responsible for day-to-day operations to maintain and support Vestas IT infrastructure.
• Provides Level 2 support for all server issues related to infrastructure and its in-house applications.
• Task includes:.
• Situation Management – thorough handling of high priority incidents (P1/P2) by maintaining close coordination with all relevant departments &continued communication with stakeholders regarding the progress of resolution/action steps taken, ensuring that highest level of attention is applied.
• Infrastructure/Applications Monitoring – monitor Vestas Wind Systems A/S infrastructure using CA Spectrum and SCOM.
• Performs reactive/proactive response to indications of possible degradation or total disruption of any Vestas’ IT services.
• Infrastructure comprised of:.
• Windows Servers, Citrix Servers, SQL Servers, File Servers, SharePoint Servers, In-house application servers, Exchange Servers, SAP Servers.
• Administration/Incident Handling - provides support for all operational incidents; this includes basic to advanced administrative tasks in support of IT services and technologies.
• Daily Routine Operational Tasks - executes steps based on approved SOP's generally for preventive maintenance purposes.
• Release Management – participates in monthly patch maintenance of client infrastructure running in Microsoft Windows server platform.
• SAP Transport Management (ERP) - ensures SAP transport packages are delivered from one point to another for successful completion of update/change.
• SAP Forecast & Planning Monitoring (SCM) - performs iteration, clearing of queues & send corresponding delta reports.
• SAP Process Chain Monitoring (BI) - monitor process chains & escalate stalled process chains accordingly.
• Subject Matter Expert – contribute advance technical support to escalated incidents for a higher level of urgency and expertise.
• Training and Documentation – create and develop work instructions and/or technical manuals to be used as a general reference in IT Operation Center (ITOC).
• Conducts Critical Incident Review - aim is to enhance critical incident handling process by reviewing, analyzing past critical incidents for continuous IT service improvement.

System Administrator responsibilities:

• Responsible for day-to-day operations to maintain and support Phil-Data server infrastructure.
• Introduce new computer systems into current setups for optimum IT functions.
• Troubleshoot IT systems for reported incidents within the organization.
• Performs routine check to ensure all systems are working fine and up to date.
• Administer the creation, operation, modification, and deletion of username and passwords of employees in the system.
• Implement security software and tools to ensure maximum security from outside threats.
• Carry out data backups and administration.
• Install and maintain software updates periodically.
• Management, Maintenance and Administration of the ff.: Windows Server 2008, 2003., Active Directory, DNS and DHCP, Exchange Server 2007, ISA Server, Forefront Antivirus Management, Windows Server Update Services (WSUS).

Technical Pre-Sales, System Integrator, Project Manager ans Support responsibilities:

• Provide assessment of the customer’s technology infrastructure and aid in maintenance and upgrade planning.
• Secures input from all necessary solution stakeholders within the customer firm.
• Adapts solutions, as necessary, to ensure appropriate support.
• Coordinates closely with internal sales, sales support, and service resources to align solution design with customers’ business requirements.
• Secures from customer technical staff commitments needed to ensure a deal’s “technical close.”.
• Performs scheduled support visits to stabilize networked computer environments by providing routine preventative maintenance, coaching, and troubleshooting.

• Receive and record technical and/or application support calls from end users.
• Provide investigation, diagnosis, resolution, and recovery for hardware/software problems.
• When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
• Provide initial assessment of urgency and business impact on all support calls.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Record incident resolutions in the Help Desk tool.
• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
• Support the following technologies: Microsoft Office 2007 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.
• As well 1st level support to Amkor in-house applications Key Achievement: Awarded as Top IT Helpdesk Engineer for FY 2007.

• Provided Tier 1 IT e-mail support and handle customer issues arising from supported product.
• Accurately record, process and track service tickets via designated ticketing tool.
• Gathers pertinent information from users to identify their needs and provide solutions effective in addressing their issues.
• Properly escalates product issues that are irresolvable via first level or not available on the knowledge base.
• Ensures that service levels are achieved.

• Prepares technical reports, draft directives, and IT policies.
• Conducts research on IT trends, issues and other technical matters related to Military.
• Attend conferences and seminars, read trade magazines and technical manuals to maintain knowledge and be in sync with latest technologies.
• Assist in maintaining computer systems and provide onsite technical support to users.
• Key Achievement: Planning and Implementation of Computer Upgrade Program.