JANETTE PATRICIA GUILLEN

As Lead Expert:

- I spearheaded process improvements within a cloud environment, focusing on enhancing efficiency, scalability, and alignment with business objectives.

- Collaborated with cross-functional teams to assess business requirements and translate them into streamlined, scalable workflows.

- Identified opportunities for process enhancement, automation, and optimization within the cloud infrastructure.

As Knowledge Management Manager:
- Developed and executed a knowledge management strategy that aligns with the organization's goals and objectives.
- Identified, captured, and documented essential knowledge and best practices within the organization.
- Maintained and managed knowledge repositories, databases, and information systems to ensure accessibility and organization.
- Facilitated change management processes related to knowledge management initiatives.

- Ensured compliance with industry regulations and company policies.

- Documented lessons learned from past projects or initiatives in order to inform future decisions.

- Performed quality assurance checks on documents uploaded into the KM system.

As Operations Analyst:
- Escalated incident reports & executed batch job testing, ensuring operational specifications were thoroughly reviewed.
- Investigated and resolved errors while providing 24/7 on-call support for critical systems.
- Performed daily production jobs, guaranteeing system and network availability.
- Facilitate meeting for issue resolution and monitored system resources effectively.
- Supported critical projects and managed DCM supplies within budget constraints.
- Monitored SLA compliance and coordinated with user groups to ensure requirements were up-to-date.

IT Asset Management Expert:

- Recommended best practices and initiatives for IT Asset Management, leading to cost savings and optimized asset utilization.
- Governed the decommissioning and disposal processes of IT assets.
- Monitored and ensured compliance with IT Asset end-to-end lifecycle processes.
- Conducted internal accuracy audits focused on Hardware Asset Management, particularly for servers, storage, IT network, security, and telephony devices.
- Maintained a Configuration Management Database for over 7,000 hardware configuration items (CIs).

Business Continuity Coordinator:
- Maintained & updated the team’s Business Continuity Plan (BCP) to ensure preparedness for potential disruptions.
- Planned & executed testing & simulation exercises for the BCP to assess effectiveness and implement necessary improvements.
- Collaborated with various departments and external partners to align BC strategies with organizational objectives.
- Maintained documentation of the BCP, including procedures, policies, and contact lists, while providing regular status reports to management.
- Ensured compliance of the BCP with relevant regulations, standards, and industry best practices.
- Member of the Special Emergency Action Team, act as the first responders to emergencies, assessing the situation and serve as the primary point of contact for communication during an emergency.

- Conducted database and file system backups and restorations to ensure data integrity.
- Managed Control-M/Enterprise Manager and Control-M Desktop for job scheduling and monitoring.
- Monitored the Data Center environment to maintain optimal performance and reliability.
- Ensured timely and accurate execution of jobs and scripts, adhering to established schedules.
- Generated and delivered traffic logs, prepared task lists, and managed backup tape operations.
- Resolved and escalated incidents as necessary to maintain operational continuity.
- Provided 24/7 on-call support to address urgent issues and minimize downtime.
- Tested batch jobs and scripts for compliance with operational standards.
- Participated in new projects and system enhancements to improve efficiency and functionality.
- Coordinated the resolution of incident reports to ensure prompt and effective response.

- Coordinated cross-departmental efforts to ensure timely report transmission and accurate data related to billing and revenue.
- Reconciled mobile service revenues to maintain accuracy and completeness of financial records.
- Verified billing system activations and ensured precision in charging files and Call Detail Records (CDRs).
- Monitored call rating accuracy and implemented consistent revenue assurance controls.
- Inputted billing data into accounting systems, maintaining meticulous records of all transactions.
- Generated comprehensive billing reports for management, tracking revenue and outstanding accounts, and analyzed data to identify trends and areas for process improvement.

- Provided support to other departments within the organization as needed.

- Performed additional duties as assigned by management team.

- Worked with team members to identify and develop process improvements.

- Input statement information, reconciled accounts and resolved discrepancies.