Argie D. Cardinal

• Drive efficiency and effectiveness of the incident management process and other documented processes.
• Implementing the Incident Management System including:

- Identifying all incidents and matching incidents against incidents with workarounds in place.

- Prioritizing incidents in terms of impact and urgency.

- Escalating incidents to other teams as necessary to ensure timely resolution.

• Facilitate post-mortem meetings, document root cause analysis, documenting action items to prevent re-occurrence of issues and ensure that action items regarding Incident Management are effectively carried out. Follow up from open to closure of all action items opened for each post mortem document with designated teams.
• Ensure the incidents’ details were accurately recorded in incident tracking system
• Providing assistance in regularly scheduled Disaster Recovery Testing.
• Facilitate infrastructure and application turnover sessions to maintain an end-to-end understanding for incident resolution.
• Facilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT management.
• Update incident records with correct and accurate data.
• Facilitating emergency changes in production environment that needs to be executed outside maintenance windows.
• Analyze Service Delivery practices and report IT Service Desk and IT engineering/technology risks, practice and/or process gaps and improvement opportunities
• Data analysis and report creation for Service Metrics reports/dashboard in ServiceNow, PowerBi and Powerpoint for all incidents triaged by the Major Incident Management Team and other adhoc reports requested by management
• Managing shift BAU, training and task delegation to ensure all deliverables were done timely and within the process.

• Answering, diagnosing and resolving incoming service calls from customers.
• Exercise independent judgment and manage the escalation process to required support teams as required, in support of network incidents.
• Provide alternate solutions to resolve issues outside normal guidelines and procedures.
• Provide information to the customer regarding the current status or resolution of the reported incident in accordance with procedures.
• Facilitating the incident calls between technical support groups and impacted clients.
• As a service manager, discuss with clients post-incident details after their incident got resolved and what were the gaps that needs to be addressed.

• Handles financial and time tracking reports with third party vendors.
• SPACE planning and forecast for Data Center costs.
• Handles Employee Engagement Team for Account and site wide activity and employee recognition.
• Handles weekly and monthly account operation processes updates.
• Handling Real Estate Global Support Request for Power Maintenance of Data Centers as a change supervisor.

• Handled Scheduling of Duty managers.
• Back-end/Middleware application support for our account’s users.
• Works with either Windows or Unix environment - Collaborates with other teams as well as the on-shore for key issues to be addressed immediately.
• Organize meetings within the team to polish processes to deliver a better service to clients.
• Organized the application monitoring tasks of L1 engineers.
• Incident Management single-point-of-contact for the team

• Handled the scheduling of the team.
• Monitoring servers/infrastructures of the account using NAGIOS and SAP tools.
• Collaborates with other teams for key issues and takes mitigation steps necessary if triaging requires L2 or L3.
• Organize meetings within the team to close process gaps and address issues.
• Manages weekly operation meetings within the account for improvement of service as I am took the role as Incident and Problem management SPOC for the team.

• Worked as network support in the data center and assist field engineers network restoration.
• Incident ticket orchestration & call through all concerned workgroup for updates for each incident or alarms received.
• Update COMET (ticketing tool) for the latest activities of concerned workgroup who cannot provide update (i.e. in the field restoring an incident) and ensure data is up-to-date.
• Handled network performance and data acquisition for report generation which is submitted to different senior leaders in PLDT.