Open To Work
Laarni Valiente
Incident And Problem Manager
Santa Rita, Province Of Pampanga,PAM
Work Preference
Summary
Results-oriented professional specializing in incident resolution, change management, and root cause analysis. Drives continuous service improvements and ensures operational stability through effective collaboration and communication. Leverages analytical thinking and problem-solving skills to navigate complex challenges.
Overview
1
1
Certification
18
18
years of professional experience
9
9
years of post-secondary education
Work History
Incident and Problem Manager
CWT Philippines Inc.
03.2020 - 08.2026
- Led over 40 major incident bridges per year, coordinating cross-functional teams to restore critical services quickly
- Managed incident communications, delivering timely updates to stakeholders, leadership, and technical teams
- Directed escalation paths for high-severity outages by collaborating with both internal teams and external vendors, maintaining control and clear accountability
- Coordinated problem investigations with cross-functional teams, ensuring clear ownership and timely resolution
- Facilitated post-incident reviews, identifying process gaps and driving service improvement actions
- Facilitated regular meetings with IT service teams to discuss ongoing incidents and coordinate efforts toward effective resolutions
- Cultivated relationships with key stakeholders, enhancing coordination during crisis situations
- Enhanced visibility of major incidents by creating comprehensive dashboards and reports for senior leadership review
- Coordinated regular meetings with IT service teams to discuss ongoing incidents and align efforts for effective resolutions
Service Operations Analyst
CWT Philippines, Inc.
06.2018 - 03.2020
- Directed major-incident response workflow for incidents reported via major incident hotline, providing escalation support to incident managers during resolution
- Delivered concise incident updates to business stakeholders and leaders across all high priority incidents
- Evaluated non-major incidents from major incident hotline and routed each case to proper technical group
- Handled alarm-generated event tickets and ensured delivery to correct resolving teams
- Triaged security incident tickets and address issues
- Examined and approved submitted change tickets submitted by technical teams
- Developed event management performance report to evaluate event ticket handling and inform performance assessments
- Developed Security Operations Center report to track security incident ticket handling performance
- Led development of weekly and monthly business reviews, presenting insights to team and business leaders
- Standardized SOC metrics with SOC Counterparts for aligned performance measurement
- Led incident and event management collaboration with counterpart leaders, optimizing handling processes for events
- Prepared and presented weekly business review briefing demonstrating team performance and success for business leaders
- Partnered with global service desk SMEs and leaders to optimize major incident escalation process
- Partnered with Manila TX Care Level 2 support and team leaders to support major incident communication and coordination
- Led training sessions on report generation techniques for peers. on report generation techniques for peers
- Assessed current processes, outlined improvement plans, and implemented initiatives for enhanced operational effectiveness
Incident Coordinator
ATOS
05.2013 - 05.2018
- Coordinated rapid response to over 20 major incidents per year, including data gathering, escalation follow-through, dissemination of workarounds or resolution advice, and closure
- Facilitated conference bridges with multiple support groups to enhance incident resolution collaboration
- Conducted in-depth incident investigations to identify root causes
- Tracked existing tickets to maintain accurate updates and status visibility
- Ensured allocated actions and responsibilities were clearly defined and documented, including ongoing updates
- Trained agents on incident handling best practices and escalated coaching to supervisor if necessary
- Initiated escalation of critical issues to upper management for resolution
- Assisted with conference bridges alongside multiple support groups
- Generated daily service desk reports to support ongoing service operations
- Monitored existing tickets, ensuring all tickets remain updated
- Provided training to agents on incident handling best practices and notified supervisor about coaching needs
- Compiled and communicated data analysis results to management team
- Produced ad-hoc reports upon client request to support decision-making and service improvements
Service Desk Analyst
Affiliated Computer Services
11.2010 - 05.2013
- Diagnosed and resolved hardware, software, and networking issues affecting system performance
- Coordinated ticket creation and assignment to support groups
- Coordinated with support groups and the client for issue resolution
- Tracked ticket workflow across service desk and support groups to support timely resolution
- Monitored ticket progress to ensure timely updates and resolutions. across service desk and support groups to support timely resolution
- Provided client updates when available
- Served as primary contact for team communications in absence of senior leadership
- Streamlined team report updates to maintain accurate, current information
- Created, updated, and managed knowledge base materials
- Trained new hires on account process workflows through structured assistance and instruction
- Trained colleagues on changes and new process implementations
- Represented team during client audits, facilitating clear stakeholder alignment
- Served as team representative in client conference calls
Technical Support Representative
Convergys
09.2009 - 11.2010
- Assisted Cisco partners in identifying solutions that met specific business requirements
- Proposed Cisco devices tailored for successful project execution
- Guided partners in selecting precise Cisco part numbers that matched their project needs
- Compiled comprehensive bill of materials for projects
- Handled partner inquiries covering training certification and specialization
Product Support Specialist
Concentrix
05.2008 - 07.2009
- Troubleshot GPS devices for hardware and software issues, diagnosed root causes, and restored functionality, improving user experience
- Provided user support for device usage and product inquiries, delivering accurate guidance and ensuring timely follow-up
- Analyzed support trends to identify recurring issues and recommended process improvements, enhancing support efficiency
- Coordinated cross-functional escalations with next-level support and management
Education
Bachelor of Science - Computer Engineering
Angeles University Foundation
Angeles City 06.2003 - 03.2008
High School Diploma -
Saint Mary's Academy
San Roque, Guagua Pampanga 06.1999 - 03.2003
Skills
Communication Skills (verbal and written)
Customer communications
Customer support
Training and mentoring
Incident Management
Stakeholder management
Certification
ITIL Foundation Version 5
Personal Information
- Age: 40
- Height: 5’
- Weight: 92 lbs.
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
- Religion: Roman Catholic
Timeline
Incident and Problem Manager
CWT Philippines Inc.
03.2020 - 08.2026
Service Operations Analyst
CWT Philippines, Inc.
06.2018 - 03.2020
Incident Coordinator
ATOS
05.2013 - 05.2018
Service Desk Analyst
Affiliated Computer Services
11.2010 - 05.2013
Technical Support Representative
Convergys
09.2009 - 11.2010
Product Support Specialist
Concentrix
05.2008 - 07.2009
Bachelor of Science - Computer Engineering
Angeles University Foundation
06.2003 - 03.2008
High School Diploma -
Saint Mary's Academy
06.1999 - 03.2003