Irel Mae Ramos
IT Asset Management Analyst 2
Pinagsama, Taguig
Summary
Analytical professional with strong background in IT Asset Management and risk management. Skilled in providing consultations and solutions for managing IT Assets in its whole lifecycle within the organization. Astute candidate develops new strategies and processes to optimize financial operations and lessen legal, financial and financial risks when managing IT Assets.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
IT Asset Management Analyst 2
Sun Life Global Solutions Philippines
Taguig City
02.2018 - Current
- Drafted and implemented the proposal for third-party IT Asset Management resources as solution to augment manpower requirement and address growing demand for streamlining the IT Asset management processes.
- Conducted review and submitted artifacts for closure of annual CAS items for the organization since 2019 to ensure existing controls are being reviewed and if these controls are able to address identified risks per Risk and Compliance review.
- Drafted and implemented into production the ITAM inventory Dashboard thru Tableau for data visualization and as part of data automation initiatives for 2022.
- Drafted and implemented the weekly and monthly inventory reporting as requested by leadership for tracking hardware inventory, managing open clearances and visibility on all open initiatives for IT Asset Management
- Drafted and implemented the hardware deployment process during the onset of the lockdown back in 2020 and helped the company met the 100% uptime by end of March 2020.
- Drafted and implemented the 24x5 support for our Canadian Contact Center in 2021 which drove up our annual savings in terms of costs of employee downtime and help improved management response to hardware replacement request during the global pandemic.
- Trained all new onboarding IT Asset Management team members for the current team as part of the project implementation driving to add more manpower to the team since 2022.
- Consulted, drafted and presented project proposal for another company entity as means to address their challenges in handling IT Assets management.
- Conducted, reviewed and analyzed annual inventory count exercise results with Finance, Global Risk and Compliance and third-party auditor.
- Consulted and submitted new operating guidelines for Disposal of Non-End User Computing IT Assets as part of continuous improvement in handling of data center equipment at the end of their life cycle.
- Drafted, implemented and continuously improved the operating guidelines for IT Asset Management that are still in effect for the company.
- Drafted and Implemented the initiative for employee bidding initiative for decommissioned monitors to lessen carbon footprint.
- Spearheaded and completed corporate donation initiative for laptops for underprivileged schools in Metro Manila.
- Coordinated with technology partners for the implementation of the RFID solution for the company as means in tracking IT Assets in its life cycle.
- Developed financial projections and forecasts to guide annual purchase decisions.
- Assisted in preparation of presentations, data tables and other documents for executive meetings.
- Coordinated with Finance counterparts for annual physical asset inventory.
- Reviewed and analyzed annual hardware demand versus supply.
- Presented oral and written reports on unreturned assets for the company.
Service Desk Analyst
Stefanini Philippines
08.2015 - Current
- Managed service requests, incidents and open tickets for internal and external users using the Service Now (IT Central) ticketing system
- Acted as a back-up Incident Controller during weekend shifts for handling high priority tickets and relaying information to the Incident Management Team
- Handled incoming calls for assistance from end-users experiencing problems with hardware, software, networking and other computer-related technologies
- Trained for troubleshooting LAN-based and VPN-related issues at the service desk level
Senior Process Executive
Cognizant Technology Solutions
11.2012 - 07.2015
- Acted as a backup Subject Matter Expert for issues concerning administrative reporting tools such as timekeeping, labor scheduling and sales
- Delegated as an off-phone point-of-contact (POC) and resolver for the team to ensure resolution of open and pending tickets
- Created a knowledge base for the team about existing and new system processes, updates and issue resolution workflows on key areas of improvement
- Demonstrated versatility through coordination of multiple tasks such as answering incoming calls, sending email responses, and handling online orders
- Shown great initiative to learn independently through modules and online manuals about back office applications, weekly and daily reporting tools and other managerial tasks
- Delivered high-quality and personalized email correspondence to end-users regarding store requests, customer feedback and complaints
Technical Service Engineer
Ingram Micro Philippines, Cisco
10.2010 - 01.2012
- Facilitated a two-week coaching and training session for new team members
- Drafted daily training guide for new team members and communicated their progress and key areas of improvement to our supervisor
- Completed multiple bid requests and sent email quotations to our clients within a set deadline
- Adhered consistently to the company’s policy to provide valid quotations for networking equipment
- Ensured all items in the quotations are correct and validated to work in congruence to the clients’ system specifications and existing infrastructure
Technical Service Representative
Sutherland Global Services
06.2008 - 06.2010
- Highly trained as an email support to accommodate varying customer inquiries, feedback and complaints
- Showcased great attention to detail by ensuring all emails are devoid of errors in spelling, punctuation, grammar and syntax
- Organized email templates for common inquiries for faster response time
- Experienced in assisting up to 4 simultaneous chat sessions with our clients
- Created a systematic progression of chat responses depending on certain key issues and common inquiries
- Acted as mentor for new team members and provided necessary technical assistance
Technical Support Representative
Etelecare Global Solutions
02.2007 - 06.2008
- Provided Tier 1 and 2 technical assistance in troubleshooting hardware and network quality issues for end-users
- Gained familiarity with various implementations of Customer Relationship Management (CRM) databases for a US-based Voice-over-IP (VoIP) company
- Certificates
Education
Certification in Professional Education -
University of the Philippines
01.2016 - 5 2017
Bachelor of Arts - Political Science
University of The Philippines - Diliman
Diliman, Quezon City 06.2002 - 03.2012
Skills
Significant experience withctive Directory, Microsoft Office, Citrix, Virtual Device Infrastructure (VDI), Cisco AnyConnect VPN, and other web technologies
Certification
ITIL V4 Foundations
Timeline
IT Asset Management Essentials Certification Virtual Course
11-2022
ITIL V4 Foundations
07-2022
IT Asset Management Analyst 2
Sun Life Global Solutions Philippines
02.2018 - Current
Certification in Professional Education -
University of the Philippines
01.2016 - 5 2017
Service Desk Analyst
Stefanini Philippines
08.2015 - Current
Senior Process Executive
Cognizant Technology Solutions
11.2012 - 07.2015
Technical Service Engineer
Ingram Micro Philippines, Cisco
10.2010 - 01.2012
Technical Service Representative
Sutherland Global Services
06.2008 - 06.2010
Technical Support Representative
Etelecare Global Solutions
02.2007 - 06.2008
Bachelor of Arts - Political Science
University of The Philippines - Diliman
06.2002 - 03.2012
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