Madelline Tamayo
Summary
Versatile professional with a strong foundation in technical support and a growing career in non-technical Project Management Office (PMO) operations. Previously worked as a Senior Service Desk Analyst for 3 years in the banking and telecommunications sectors, with proven expertise in incident management, troubleshooting IT issues, and monitoring critical systems such as ATMs and databases. Currently supporting non-technical PMO functions, including project tracking, status reporting, resource coordination, documentation, and ensuring compliance with project governance standards. Known for excellent organizational skills, attention to detail, and effective communication across stakeholders. Brings a unique blend of technical understanding and project support capabilities, enabling cross-functional collaboration and smooth execution of business initiatives.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Project Management Officer
Seven Seven Global Services Inc.
04.2025 - Current
- Coordinated cross-functional project teams to achieve project milestones efficiently.
- Developed and maintained project plans, ensuring alignment with organizational goals.
- Facilitated stakeholder meetings to gather requirements and provide status updates.
- Managed project documentation, enhancing clarity and accessibility for team members.
- Implemented process improvements that increased overall project delivery speed.
- Established strong relationships with stakeholders, ensuring clear communication channels and managing expectations throughout the project duration.
- Coordinated with vendors, suppliers, or external partners as needed to secure necessary resources for successful project completion in a timely manner.
- Enhanced team performance by conducting regular progress meetings and providing constructive feedback to team members.
- Facilitated change management processes to accommodate evolving business needs while maintaining focus on overall project goals.
IT Infrastructure Engineer, L1/L2
Seven Seven Global Services Inc.
09.2022 - 03.2025
- Managed and resolved incoming emails and tickets (Remedy Ticketing Tool), ensuring adherence to SLAs.
- Provided first-line support and incident management, efficiently categorizing and allocating incidents. Participated in escalation processes, ensuring timely resolution of critical issues.
- Proficient in administering the BMC Remedy ITSM platform, leveraging the Application Administration Console to manage and configure various aspects of the service management system. This includes setting up user permissions, customizing workflows, managing forms, and defining data fields. My expertise allows me to tailor the Remedy Tool to meet the specific needs of any organization.
- Created and managed Active Directory accounts and passwords.
- Provided technical advisory services to internal partners and clients regarding system/application downtime.
- Maintained server stability through daily server refreshes (bouncing window servers). Provided comprehensive support, diagnosing and resolving client complaints related to ATMs, applications, and back-office systems.
- Provided Level 1 application support using DBeaver SQL.
- Monitored and managed application services using Dynatrace. Monitored and managed database utilization using Oracle Enterprise Management (OEM).
- Monitored server utilization using Nagios XI.
- Monitored APIC Endpoint logger data via the Power BI dashboard. Managed and monitored nationwide bank ATMs using TSYS tools, including vendor dispatch for repairs.
- Supported the updating of financial transaction statuses in the back-office system. Supported the editing/updating of the bank website and app features via the back-office system.
Service Desk Analyst
ActionLabs
01.2022 - 08.2022
- Provided technical support to clients, resolving network, hardware, and software issues.
- Handled both technical and non-technical client inquiries.
- Escalated complex issues to appropriate departments for resolution.
- Resolved incoming IT support requests, addressing computer-related problems. Performed basic network troubleshooting.
- Managed incoming emails, tickets, and inbound calls from external telecommute clients.
Education
Humanities and Social Sciences
Taal High school
Bocau, Bulacan07.2020
Skills
- Technical Skills: IT Support, Incident Management/Handling, Help Desk Support, Technical Support, Network Troubleshooting, dbeaver SQL (Basic), Remedy Ticketing Tool, Dynatrace, Oracle Enterprise Management (OEM), Nagios, Power BI, TSYS tools, Active Directory
- Soft Skills: Customer Service, Communication, Problem-Solving, Teamwork, Collaboration, Time Management, Ability to Multitask Communication Skills Ability to Work in a Team Flexibility and Adaptability, Leadership Skills, Ability to Multitask, Client Communication, Data Validation, Client Training, Flexibility and Adaptability
- Project planning
- Project evaluation
- Meeting facilitation
- Scheduling expertise
- Planning and scheduling
- Team collaboration
- Project planning and development
- Project tracking
- Customer relations
- Project scheduling
- Verbal and written communication
- Work flow planning
References
Michael Vincent Condez - Service Assurance Head
Unionbank of the Philippines
09178189009
Janice Musico - Team Lead - Service Desk
Unionbank of the Philippines
09171882891
Raljohn L. Granados - Service Desk Analyst
Seven Seven Global Services Inc
09458676224 / 09615601931
Alpie Asilo - Network Engineer SM, Service desk
Unionbank of the Philippines
09951211923
Certification
- Operating Systems Basics, CISCO January 2025
- SQL Certification, Programming Hub January 2025
Timeline
Project Management Officer
Seven Seven Global Services Inc.
04.2025 - Current
IT Infrastructure Engineer, L1/L2
Seven Seven Global Services Inc.
09.2022 - 03.2025
Service Desk Analyst
ActionLabs
01.2022 - 08.2022
Humanities and Social Sciences
Taal High school
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