JAYVELYN G. DIAZ
IT Operation Analyst
Taguig City
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
IT Operation Analyst
Encora Inc.
04.2021 - Current
- First point of contact for any requests / incidents related to IT Infrastructure, through phone, live chat or through the IT Help Desk ticketing tool
- Liaise with operations and development teams to resolve any issues that arise and help ensure that our services are always up and running
- Monitor Help Desk tickets and process first-in first-out based on priority and escalate as necessary
- Manage/Create users and security groups in Active Directory
- Manage/Create users and distribution groups within Microsoft Exchange / Office 365
- Monitor system performance and condition to prevent technical issues
- Create/Update technical documentation
- Implement changes to the IT Infrastructure according to the approved window and procedures (includes roll-out, backout, post validation, escalation)
- Maintains existing infrastructure through periodic OS and Database patching
- Communicate status updates to internal stakeholders, including CAB, Senior Leadership, Application, Database and other technical teams
- Maintains a stable production and non-production environment
- This includes various Operating Systems in virtual and cloud environment
- Configure and manage Linux systems, including installation and configuration of operating systems and applications
- Collaborate with Application, Database and other Technical teams to support cloud based systems
- Leverage other internal tools to investigate issues and findings
Asst. System Engineer - Analyst
TATA Consulting Services
10.2018 - 11.2019
- Handle E-mails/Chat, Calls and chat related to application issues faced by clients within SLA and at times will handle desktop, software, access issues
- Create issue tickets by logging all pertinent information with utmost Quality and precision using ServiceNow Platforms
- Identify the exact issue through effective probing and paraphrasing
- Provide initial assessment of categorization and prioritization for reported issues and provide support taking guidance from the KB, targeting a higher level of first contact resolution
- Ensure issues are correctly routed to appropriate support groups if unresolved by helpdesk
- Multi-task between voice and e-mail/Chat support
- Provide daily outstanding incident & service requests follow-up reports
- Perform first level troubleshooting on PC, OS and basic office applications (MS Office 2010, Adobe)
- Take remote of the user's PC for faster resolution
IT Officer
Sodexo On-Site Philippines
03.2017 - 09.2018
- Performed Level 1 troubleshooting support at Payward PGH
- Performed Preventive maintenance for desktop quarterly
- Maintained desktop, printer and scanner
- Asset Tagging for all Desktop and Printer
- Analyze the problem of the unit (Computer/Printer) before performing the troubleshooting
- Submitting weekly report to the supervisor about the summary of work order
- Relieve Service Desk Officer when they are not around (Leave/Absent/RestDay) – Service Ticketing
Level 3 FOL Wirebond Technician
Allegro Microsystems Philippines Inc
11.2010 - 01.2014
- Performed Troubleshooting support for Wirebond KNS, ASM, ESEC machine both Hardware / Software
- Performed machine installation, configuration, calibration and cloning for Wirebond machine and 3rd Optical machine
- Create/Edit program of Wirebonding sequence
- Perform Daily calibration for the assigned Equipment/Machine
Education
Bachelor of Technology - Information Technology
TECHNOLOGICAL UNIVERSITY OF THE PHILIPPINES -Taguig Campus
05.2013 - 01.2014
Computer Engineering Technology - undefined
TECHNOLOGICAL UNIVERSITY OF THE PHILIPPINES -Taguig Campus
05.2008 - 01.2011
Skills
Analytical Skills
Customer Service Skill
Windows OS (7,8,10,11)
Microsoft Office 360
Active Directory
MacOS
Jenkins (Automation)
Dynatrace (Server Monitoring)
Microsoft Azure
AWS
C/PHP/HTML Programming
CSS
Multitasking Abilities
Problem-solving
Teamwork
Active listening
System monitoring
IT asset management
Personal Information
- Available: Immediately
- Age: 31
- Place of Birth: Lopez, Quezon
- Height: 156cm
- Weight: 69kg
- Date of Birth: 06/04/92
- Nationality: Filipino
- Marital Status: Single
Timeline
IT Operation Analyst
Encora Inc.
04.2021 - Current
Asst. System Engineer - Analyst
TATA Consulting Services
10.2018 - 11.2019
IT Officer
Sodexo On-Site Philippines
03.2017 - 09.2018
Bachelor of Technology - Information Technology
TECHNOLOGICAL UNIVERSITY OF THE PHILIPPINES -Taguig Campus
05.2013 - 01.2014
Level 3 FOL Wirebond Technician
Allegro Microsystems Philippines Inc
11.2010 - 01.2014
Computer Engineering Technology - undefined
TECHNOLOGICAL UNIVERSITY OF THE PHILIPPINES -Taguig Campus
05.2008 - 01.2011