Bianca Claire Hazal
Summary
Positive, organized, and proactive professional with solid understanding of project management principles and methodologies. Adept at coordinating activities and managing schedules to ensure successful project completion. Committed to driving impactful results through efficient planning and execution.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Specialist
HCLTech (Procter & Gamble Project)
07.2024 - 12.2024
- L2 support for software applications and cloud technologies with experience managing, handling tickets, and resolving client issues effectively.
- Investigate recurring bugs, understand the root cause, and implement remedies to avoid repetition.
- Work with other IT teams to troubleshoot complicated issues and improve the systems.
- Solid analytical and problem-solving ability to detect, analyze, and understand anomalies or incursions.
- Develop and keep current organizational competency with ServiceNow for incident management, reporting, and performance levels.
- Resolved 90% of employee computer issues within a 24-hour timeframe, resulting in increased productivity and reduced downtime for the company.
- Develop and keep current organizational-level competency with ServiceNow for incident management, reporting, performance levels
- Operating advanced features in ServiceNow, like incident management services reports and Process tracking for performance measurements.
IT Support Analyst
HCLTech (Centene Project)
12.2023 - 06.2024
- Provide first-line technical support and troubleshooting for end users via phone. Resolve issues related to hardware, software, network, and other IT systems promptly and effectively
- Developed and implemented a comprehensive training program for healthcare professionals on new IT systems, resulting in a 90% increase in user proficiency and a 50% decrease in support tickets.
- Utilized advanced troubleshooting techniques to resolve IT issues for over 500 healthcare professionals, maintaining an average resolution time of less than 30 minutes per ticket and achieving a customer satisfaction rating of 95%.
- Collaborated with cross-functional teams to integrate new software solutions into existing healthcare systems, resulting in a seamless transition process for over 2000 users and improving overall system efficiency by 20%.
- Created and maintained user documentation, knowledge base articles, and troubleshooting guides. Provide training and guidance to end-users on IT tools, systems, and best practices.
- Manage user accounts, permissions, and access rights across various IT systems and applications. Ensure compliance with security policies and procedures regarding user authentication and data protection.
- Communicate effectively with end-users, colleagues, and management to provide status updates, service notifications, and other relevant information. Keep stakeholders informed of any potential issues or disruptions to IT services.
Project Analyst
Baker & McKenzie
04.2023 - 10.2023
- Collaborating with project managers and stakeholders to develop detailed project plans, including defining objectives, scope, deliverables, timelines, and resource requirements.
- Collecting, organizing, and analyzing project data to identify trends, potential risks, and areas for improvement. Utilizing various tools and methodologies to gain meaningful insights into project performance.
- Preparing regular progress reports, status updates, and presentations for project stakeholders, management, and team members. Highlighting key performance indicators, milestones, and any issues requiring attention using Smartsheet
- Maintaining accurate and up-to-date project documentation, including meeting minutes, project plans, change requests, and other relevant records
- Collaborated with cross-functional teams to analyze and streamline HR processes, resulting in a 15% increase in project efficiency and a reduction of project timeline by 2 weeks.
- Implemented a data tracking system to monitor project progress, resulting in a 20% decrease in the number of overdue tasks and ensuring timely completion of milestones.
- Assisted in conducting training sessions for team members on new HR systems, leading to a 95% adoption rate and increased overall team productivity by 10%.
Data Analyst
Veridooh
11.2021 - 11.2022
- Gathering data from different sources, such as databases, APIs, spreadsheets, and other systems.
- Using statistical and analytical methods to draw meaningful conclusions from the data, identifying trends, patterns, and correlations.
- Creating clear and informative data visualizations, such as charts, graphs, and dashboards, to communicate findings effectively.
- Preparing reports and presentations that convey analytical results and recommendations to stakeholders.
- Implemented data validation processes to ensure that all transferred information was correct and up-to-date, reducing errors by 20% and increasing overall data quality.
- File organization and maintaining digital and physical files and records to facilitate easy retrieval and reference
- Data Cleaning and Preprocessing to ensure the data is accurate, consistent, and error-free by removing duplicates, handling missing values, and performing necessary transformations.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
Project Coordinator
Onlinejobs.ph
12.2019 - 09.2021
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Created job files for each project and maintained current data in each file.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Facilitated frequent progress reports and presentations to keep management informed about ongoing activities within their respective domains.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Coordinated cross-departmental meetings to streamline project communication, enhancing team collaboration and efficiency.
Executive Assistant
Sun Life Financial
01.2017 - 11.2019
- Handled confidential and sensitive information with discretion and tact.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Managing complex projects and coordinating multifaceted efforts involving various teams and resources.
Supporting the executive in various projects by conducting research, gathering data, and preparing reports or
presentations. - Managing email effectively. Setting up folders, labels, or categories to sort and store emails based on their
content, importance, or purpose. Using filters to segregate essential messages, and employing features like
priority flags or labels to quickly identify which emails need immediate attention. - Organize and maintain important documents, reports, and files. Prepare and edit documents, presentations, and
spreadsheets. - Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Facilitated training and onboarding for incoming office staff.
Education
Bachelor of Science - Information Technology
AMA University
Makati City, Metro Manila, Philippines08-2026
Skills
- Project Management
- Agile methodologies
- SmartSheet
- Mondaycom
- Trello
- ITIL processes
- AWS Cloud Support
- Active Directory
- ServiceNow
- Dev & QA Testing
Certification
- ITIL® 4 Foundation: Key Concepts of Service Management
- AWS Cloud Practitioner 2023: Benefits & Design Principles of the AWS Cloud
- Agile Foundations: Fundamentals
Timeline
IT Support Specialist
HCLTech (Procter & Gamble Project)
07.2024 - 12.2024
IT Support Analyst
HCLTech (Centene Project)
12.2023 - 06.2024
Project Analyst
Baker & McKenzie
04.2023 - 10.2023
Data Analyst
Veridooh
11.2021 - 11.2022
Project Coordinator
Onlinejobs.ph
12.2019 - 09.2021
Executive Assistant
Sun Life Financial
01.2017 - 11.2019
- ITIL® 4 Foundation: Key Concepts of Service Management
- AWS Cloud Practitioner 2023: Benefits & Design Principles of the AWS Cloud
- Agile Foundations: Fundamentals
Bachelor of Science - Information Technology
AMA University
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