Johanna Krisselle Dela Cruz
Antipolo City
Summary
To continue learning and working with talented individuals contributing to my chosen career. To put my skill sets and capabilities into action. To be a team player who is very much interested in reaching company goals and objectives in an ethical and technical manner.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Systems Operations, Senior Manager
Task Us Incorporated
Ortigas Center
05.2020 - Current
- Company Overview: LizardBear Tasking Inc
- Operation Management - monitor systems infrastructure including maintenance and ensuring optimal performance, manage capacity planning to meet current and future workload demands
- Team Leadership - recruit, develop and mentor a team where fair delegation of tasks are distributed for better and effective performance of the team
- Fostering a culture of a collaboration and continuous improvement of the operation team
- Strategic Planning - develop and implement long-term strategies aligned with the objectives related to people, technology, process and business
- Reporting and Communication - continue to provide updates to the senior leadership on system health, performance, and potential risks
- It involves collaborating with other departments to identify and address IT needs
- Experience managing complex IT projects from planning to implementation
- BAU responsibilities (1)Ticket Management (2) Patch Management (3) Software Cycle Management (4) Capacity Management (5) Project Implementation (6) Onboarding and Offboarding Process (7) Solution management (8) Maintenance (9) Compliance (10) Internal and External Audit
- Documentation and Process Driven for Knowledge transfer, user reference and procedural support material that can be used and shared for audit purposes
- Manage cross-functional team in the tech industry to do problem-solving, giving agile method to limit production down time and risk deployment on the project implementation
- Solutions being managed by the team - Windows Active Directory (GPO, DNS, Certificate, DHCP, NPS, DFS), Manage Engine ADaudit, ADManager and Desktop/Endpoint Central, Avamar for IDPA Backup, ABM Solution, Workspace One (UEM Solution), Google Workspace
- Platform available in the environment that is being managed by the team - Win 10/11, Windows Server 2019 and 2022, MacOS, AWS workspaces and instances
- LizardBear Tasking Inc
Server Associate Manager
Sutherland Global Services
BGC
01.2017 - 05.2020
- Handling a team (group of 3) and manage the administrative tasks ensuring operation is running smoothly by following ITIL process
- Distribute the workload since both infrastructure implementation and operational deployments are being worked on by the team
- Still doing technical support and provide consultation on other day-to-day tasks and responsibilities in the operation
- Coordinate and communicate with the leadership in the decision making and method of approaches before implementing a change
Server SME – Expert
Sutherland Global Services
BGC
01.2012 - 12.2016
- Providing time critical support to system users within the business areas in Websense, GPO Lockdown, Shared folder access using Active Directory and Email Exchange
- Supported Asia Pacific Regions including Columbia, Bulgaria and Chesapeake, Virginia
- Efficient problem resolution and maximize the system availability
- Review the frequently faced system problems and work on the improvements
- Identify pressure points and minimize risks
- Provide the required support to the management team in ensuring seamless operation and support to the customers
- Documentation maintained to support compliance/IT Security and audit requirements in PCI
- Perform related solutions for various project and operational needs
- Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc
- Following n accordance with standards and project/operational requirements.
- Perform daily system monitoring using SCOM, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
- Provide Tier III/other support per request from various constituencies
- Investigate and troubleshoot issues
- Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities using SCCM
- Maintain data center environmental and monitoring equipment (Include AMC Warranty inventory)
- On Call 24x7
Desktop Support Engineer (Shift Lead)
Sutherland Global Services
Makati City
09.2008 - 12.2012
- Act as Shift Lead/Duty Manager in charge of managing the operations for the particular shift
- This includes task distribution and monitoring of staff utilization
- Handles Incident and Problem Management, ensuring Incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the Incident and Root Cause Analysis
- Participates and Introduce Service Improvement Plans to Service Delivery
- Interacts with internal clients at all levels to help resolve IT-related issues, and provides answers in a timely manner.
- This includes Relationship Management, Communications, Meetings, and floor walks
- Working with them and prioritizing helpdesk ticket responses, as well as face-to-face follow-ups with internal customers, to drive Service Level Agreements.
- Ensures the creation and maintenance/updates of all system-related work aids/manuals and guides being created by the team.
Helpdesk Support Associate, Global Service Desk
Sutherland Global Services
Makati City
01.2008 - 09.2008
- Answer staff questions in person and via phone on all company supported applications
- Determine source of computer problems (hardware, software, user access, etc.)
- Works with IT team to proactively identify problems and facilitate resolutions
- Create Conference Bridge for Severity 1 Issues and update tickets for the troubleshooting/resolution provided by SMEs
- Work one-on-one with staff on application projects
- Document resolutions for future reference
- Supports Windows XP, Outlook 2003, Exchange Server 2003 and Active Directory
- Active Directory Service Management
L1 Technical Support Representative
Sykes Asia, Inc
New Manila
07.2006 - 01.2008
- Executed comprehensive technical assistance for customers using clients' DSL and wireless networks.
- Delivered professional and efficient customer support for all client projects via email and phone callbacks.
- Adhered to Data Quality protocols by accurately logging cases and callbacks.
- Reaches and maintains the level of technical competence and customer service skills required for the post.
- Ensures that service levels are achieved, as communicated by the Account Manager.
Education
CISCO Module 1 and 2 -
MAPUA Institute of Tehnology
Manila07.2008
Bachelor of Science - Information Technology
SAINT JOSEPH’S COLLEGE
Quezon City, Philippines03.2006
Skills
- Server management
- Incident management
- Security management
- ITIL framework
- IT infrastructure management
- Planning and implementation
- Process improvement
References
Available upon request
Certification
- Microsoft Certified Technology Specialist (MCTS): Windows Server 2008 Active Directory, Configuration, 09/01/10
- Lite Track Training, 08/01/10
- Leadership Training, 08/01/10
- CTI Training, 08/01/10
- Altiris Training, 01/23/08
- CISCO – Cisco Certified Networking Associate (Module 1 and 2), 07/01/07 to 07/01/08
- 1st National IT Congress, UP Theatre, UP Diliman, 09/01/04
- Internet Symposium, AVR, St. Joseph’s College, 09/01/03
- Grid Computing, AVR, St. Joseph’s College, 08/01/02
Summary Of Experience
Graduate of Information Technology with experience in the field of Systems Operations. Responsible for isolating problems and giving resolutions for a smooth transaction in business and technology assets of the company. Assist in maximizing the performance of the business with a precise alignment between critical business processes and invaluable information technology data. Serve as liaison between staff and the technology department to resolve issues. Working with a team of engineers overseeing the day-to-day operations of an organization/s IT Infrastructure, including server - onprem and cloud, applications, high availability, and security compliance, technology upgrades, and incident response strategies.
Personal Information
- Age: 39
- Height: 5'-5"
- Weight: 175 lbs
- Date of Birth: 06/13/85
References
References available upon request.
Timeline
Systems Operations, Senior Manager
Task Us Incorporated
05.2020 - Current
Server Associate Manager
Sutherland Global Services
01.2017 - 05.2020
Server SME – Expert
Sutherland Global Services
01.2012 - 12.2016
Desktop Support Engineer (Shift Lead)
Sutherland Global Services
09.2008 - 12.2012
Helpdesk Support Associate, Global Service Desk
Sutherland Global Services
01.2008 - 09.2008
L1 Technical Support Representative
Sykes Asia, Inc
07.2006 - 01.2008
CISCO Module 1 and 2 -
MAPUA Institute of Tehnology
Bachelor of Science - Information Technology
SAINT JOSEPH’S COLLEGE
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