Summary
Overview
Work History
Education
Skills
Training
Awards
Certification
Timeline
Generic
Genevieve B. Masion

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, Leyte
10-2009

Skills

Training and coaching

Relationship management

Organizational development

Influencing skills

IT Technical Support

Network Provisioning

Project Management

Project Coordination

Cloud Storage

Google Cloud Platform

Google Cloud Services

Apigee

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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Genevieve B. MasionSoftware Product Management Sr. Analyst