Ma. Angela Jose
Caloocan City
Summary
Detail-oriented and highly skilled CMDB Administrator with 15 years of experience in IT Service Management, BMC Remedy, and ServiceNow. Certified ITIL V3 Foundation professional with a strong analytical mindset and proven ability to enhance Configuration Management processes. Adept at collaboration, documentation, and dashboard reporting to support business needs.
Overview
21
21
years of professional experience
1
1
Certification
Work History
ServiceNow – Configuration Management Database (CMDB) Administrator
Accenture Inc.
03.2022 - 08.2024
- Monitored and optimized ServiceNow Discoveries, ensuring data integrity and minimizing errors
- Collaborated with ServiceNow Admins & vendors to troubleshoot and resolve discovery issues
- Managed Import Sets & Transform Maps for seamless data integration
- Created and maintained dashboards for servers, networks, and printers to provide real-time insights
- Conducted audits on missing CIs, ensuring alignment with IT asset management protocols
- Developed process documentation to standardize and enhance CMDB workflows
ServiceNow – CMDB Administrator
Safeway Philtech Inc.
07.2015 - 03.2022
- Administered Configuration Items (CIs), aligning with ITIL best practices and business requirements
- Spearheaded the development of ITSM processes, improving efficiency and compliance
- Ensured accurate CI data entry and maintained the integrity of the CMDB database
- Collaborated with Infrastructure & Application teams to maintain Application Inventory Master List
- Generated reports on applications and servers using Crystal Reports 11
- Conducted CMDB training sessions for new administrators and IT staff
Remedy - CMDB Analyst
Safeway Philtech Inc.
08.2007 - 01.2016
- Provided expert recommendations to enhance Configuration Management processes
- Conducted QA testing and UAT for CMDB enhancements and new deployments
- Developed automated processes for maintaining CMDB data accuracy
- Created KPI-driven reports to improve process efficiency and data quality
- Led cross-functional coordination to resolve configuration management issues
IT Change Management QA
Safeway Philtech Inc.
03.2011 - 05.2012
- Audited Closed Change Requests to ensure compliance with Change Management policies
- Created monthly Summary Rejection Reports to identify process improvement opportunities
- Managed Software Licenses Inventory, optimizing software asset tracking
Data Entry Analyst
Cevera Technology Group Inc.
03.2005 - 07.2007
- Maintained CMDB records for servers, applications, and network devices
- Assisted in migrating old databases to CMDB 1.0, identifying and resolving migration issues
- Processed service requests for CMDB updates, ensuring accuracy in asset configurations
QA Test Analyst
Cevera Technology Group Inc.
01.2005 - 04.2005
- Conducted software testing and defect reporting to support quality assurance initiatives
Technical Assistant
ROHM LSI Design Philippines Inc.
05.2003 - 11.2003
- Coordinated with upper management to improve job accuracy and efficiency
- Handled basic engineering functions before official assignments
- Prepared documentation for completed projects
- Developed an Intranet web page using PHP scripts and web-to-database applications
- Designed a database system for client archived files
- Designed and maintained web pages for the development intranet
Education
Bachelor of Science - Computer Science
AMA Computer University
05.2002
Skills
- ServiceNow CMDB Administration
- IT Service Management (ITSM)
- Data Analysis & Reporting
- Discovery & Service Mapping
- Process Documentation
- Team Leadership & Training
- Customer Support & Collaboration
- ServiceNow
- BMC Remedy
- Crystal Reports
- SQL
- Performance Analytics
Certification
- ITIL V3 Foundation Certificate, 10/14/16
- CMDB Health - Micro-Certification, 09/20/23
- Configure the CMDB - Micro-Certification, 04/20/23
- Performance Analytics - Micro-Certification, 05/27/22
Training
- ServiceNow Hardware Asset Management Fundamentals, 09/01/18
- ServiceNow Performance Analytics, 08/01/17
- ServiceNow Service Mapping, 12/01/16
- ServiceNow Discovery, 09/01/16
- BMC Atrium CMDB 7.6.04 Administering, 05/01/13
- SQL Training, 07/01/11
Awards
- Q2 Department Awardee, 2019, Safeway Philtech Inc.
- Milestone Awardee, 2019, Safeway Philtech Inc.
- Customer Compliments, 2019, Safeway Philtech Inc.
- The GeM Awards – Team Collaboration, 2018, Safeway Philtech Inc.
- 10-Year Service Awardee, 2017, Safeway Philtech Inc.
- Safeway Feb App Hour Awardee, 2016, Safeway Philtech Inc.
- Service Awardee, 2013, Safeway Philtech Inc.
Timeline
ServiceNow – Configuration Management Database (CMDB) Administrator
Accenture Inc.
03.2022 - 08.2024
ServiceNow – CMDB Administrator
Safeway Philtech Inc.
07.2015 - 03.2022
IT Change Management QA
Safeway Philtech Inc.
03.2011 - 05.2012
Remedy - CMDB Analyst
Safeway Philtech Inc.
08.2007 - 01.2016
Data Entry Analyst
Cevera Technology Group Inc.
03.2005 - 07.2007
QA Test Analyst
Cevera Technology Group Inc.
01.2005 - 04.2005
Technical Assistant
ROHM LSI Design Philippines Inc.
05.2003 - 11.2003
Bachelor of Science - Computer Science
AMA Computer University
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