Genevieve B. Masion
Software Product Management Sr. Analyst
Pasig
Summary
Results-driven professional with a strong background in technical support, cloud technologies, and project management. Skilled in troubleshooting complex issues, optimizing system performance, and effectively managing cross-functional teams to achieve project goals. Expertise in network configurations, customer service, and process improvements with a focus on clear communication, risk mitigation, and efficient solution delivery. Adept at leadership, staff mentoring, and ensuring high-quality service while maintaining a customer-centric approach.
Overview
11
11
years of professional experience
2010
2010
years of post-secondary education
3
3
Certifications
Work History
Program/Project Management Lead
Accenture Inc.
10.2024 - Current
- Serve as the primary point of contact between project stakeholders and the team, ensuring consistent communication regarding progress, issues, and updates
- Anticipate potential risks or challenges that could affect project timelines
- Create and implement action plans to address and mitigate risks or issues before they escalate
- Evaluate project processes and procedures to identify areas for improvement and implement best practices to boost team efficiency
- Prepare and deliver daily performance reports for the team
- Offer guidance and leadership to the project team, ensuring motivation and alignment with project goals
- Review team members' expense reports to ensure all expenses are accurate
Application Support Engineer
Accenture Inc.
04.2024 - 10.2024
- Own, troubleshoot, and resolve customer problems by providing effective technical diagnosis and resolution
- Engage with customers to understand and analyze their technical issues, offering targeted solutions that address the root cause of the problem
- Develop a deep understanding of Google Cloud Platform’s products, services, and enhancements to better troubleshoot and resolve complex customer issues
- Replicate customer-reported issues in our sandbox environment to understand the exact context and behavior of the problem, ensuring a more accurate diagnosis
- Perform thorough deep-dive analyses of issues to determine their root causes, ensuring immediate and long-term solutions are implemented
- Continuously improve troubleshooting strategies by staying updated with new GCP features, tools, and best practices
- Provide proactive and reactive support to customers, including troubleshooting application issues and configuration challenges on GCP
- Utilize available tools and resources to pinpoint performance bottlenecks and guide customers in resolving their problems effectively
- Provide technical feedback to internal teams regarding common customer issues or feature requests, helping improve the platform’s usability
- Create and maintain clear, comprehensive documentation for common issues, solutions, and best practices to improve internal processes and enable customers to self-service
- Actively share knowledge with the team, contributing to shared learning and better support
- Educate customers on Google Cloud best practices, providing documentation or creating resources to help them fully leverage GCP's capabilities
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
Application Developer
Accenture Inc.
08.2023 - 04.2024
- Implemented Apigee Edge to manage and optimize Target Responses based on requirements
- Deploy API proxies for security in consuming of Target API
- Integrated custom code using callouts to implement custom complex behavior needed
- Adept in the Trace Tool to understand network routing, payload management and troubleshooting
- Responsible in deploying, managing and securing applications and infrastructure on Google Cloud
- Built a strong understanding of planning and configuring cloud solutions, security and access
Functional Project Coordinator
Accenture Inc.
06.2019 - 08.2023
- Lead the planning, development, and execution of test plans, applying business and functional knowledge, testing standards, and methodologies to meet team objectives.
- Ensure testing results are clear, accessible, and actionable.
- Track and resolve defects, maintaining an up-to-date defect repository.
- Oversee Account Delivery Management for timely project delivery.
- Coordinate localization testing projects across cross-functional teams within the client’s organization.
- Serve as the liaison between the Requester, Testing Vendor, and Review Vendor Project Manager throughout all project phases.
- Manage testing projects for Localization Program Managers (LPMs) and Product Stakeholders throughout the product testing lifecycle.
- Determine the need for functional or linguistic testing.
- Gather testing requirements and assist with technical setup.
- Recommend optimal testing strategies based on project goals and deliverables.
- Conduct preliminary testing assessments to identify potential issues early.
- Develop test plans and instructions based on preliminary testing outcomes.
- Schedule testing with vendors and ensure on-time delivery.
- Monitor testing progress and resolve blockers during assessment or testing.
- Generate summary reports highlighting key insights.
- Oversee shipment of testing devices, ensuring timely delivery.
- Validate and triage functional bugs, responding to translation vendor issues.
- Facilitate meetings between stakeholders to discuss deliverables, schedules, and conflicts.
- Proactively identify risks and implement corrective actions.
- Provide post-project support, addressing client concerns promptly.
- Develop comprehensive project plans outlining scopes, timelines, and milestones.
- Supervise multiple projects, prioritizing tasks and delegating effectively.
- Maintain accurate project documentation for audits and reference.
- Enhance team collaboration and productivity through regular meetings.
- Improve client satisfaction with regular updates and transparent communication.
- Provide frequent progress reports to management.
- Collaborate with stakeholders to ensure project goal alignment.
- Proactively monitor project progress and address issues.
- Identify risks and develop mitigation strategies to minimize disruptions.
Subject Matter Expert
Accenture Inc.
06.2016 - 06.2019
- Act as the primary point of contact for the team, offering guidance and support
- Lead process and service rehearsal training for new hires or team members
- Continuously update and maintain the team’s knowledge base and documentation
- Keep the onshore supervisor informed of any process changes and updates
- Address escalated issues promptly and efficiently
- Oversee the ticket queue, ensuring tickets are handled in a first-in, first-out (FIFO) order
- Offer support to the team in relation to process-related questions
- Organize and lead 'Process Calibration' sessions and team huddles
- Generate and submit Client Reports, Revenue Attendance, Daily Performance (EOD), and End-of-Month (EOM) reports
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Enhanced team productivity by leading specialized training sessions on innovative industry practices.
Transaction Analyst
Accenture Inc.
10.2013 - 06.2016
- Address various information requests as needed
- Assign facilities (cables and pairs) according to the customer’s specific technology requirements
- Troubleshoot and resolve issues related to customer service connections, including switch and network configuration problems
- Manage and process assigned tickets, ensuring all tickets are logged and processed daily
- Perform data entry and research across multiple systems and tracking tools
- Use knowledge of processes and related systems to help identify, assess, and resolve issues and problems
- Evaluate and resolve both standard and non-standard issues or problems
- Troubleshoot and resolve issues raised by engineers and vendors, including switch and network configuration-related concerns
- Provide answers and support to engineers and other vendors for their queries related to network or configuration issues
Education
Bachelor of Science - Hotel, Restaurant and Tourism Management
Visayas State University
Baybay City, Leyte10-2009
Skills
Training and coaching
Training
- RCA and 5 Whys
- Coaching Basics
- Cultural Connection 360
- D.A.T.A for Supervisors
- ITIL Foundation
- Adaptive Communication for Effective Solutions
- Introduction to Fiber Optics
- Cisco Certified Network Associate Routing and Switching (CCNA)
- Design Thinking
- Speak Up
- Google Cloud Platform
- Apigee
Awards
- FY18 Q2 A-list Awardee: Agila Awardee
- FY16 Q4 A-List Awardee: People Developer
- FY15 Q2 A-List awardee
- FY14 Q4 A-List awardee
- FY14 Q3 A-List awardee
Certification
Google Cloud Certified - Associate Cloud Engineer
Timeline
Google Cloud Certified - Professional Cloud DevOps Engineer
11-2024
Program/Project Management Lead
Accenture Inc.
10.2024 - Current
Google Cloud Certified - Professional Cloud Architect
06-2024
Application Support Engineer
Accenture Inc.
04.2024 - 10.2024
Application Developer
Accenture Inc.
08.2023 - 04.2024
Google Cloud Certified - Associate Cloud Engineer
12-2022
Functional Project Coordinator
Accenture Inc.
06.2019 - 08.2023
Subject Matter Expert
Accenture Inc.
06.2016 - 06.2019
Transaction Analyst
Accenture Inc.
10.2013 - 06.2016
Bachelor of Science - Hotel, Restaurant and Tourism Management
Visayas State University
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