Mark Edward Lasam
Quezon City
Summary
Experienced ServiceNow Administrator skilled in overseeing system administration for seamless IT service operations through the use of ServiceNow. Demonstrated track record of effectively managing and maintaining instances, resulting in improved system reliability. Proficient in troubleshooting complex technical problems and optimizing system performance and upgrades.
Overview
19
19
years of professional experience
1
1
Certification
Work History
System Administrator - ServiceNow
Stantec
Makati City, Metro Manila, Philippines
08.2024 - Current
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Worked with users to determine areas of technology in need of improved usability.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Drove continuous improvement of IT governance processes.
- One of the key contacts in relation to supporting issues around Agent Chat.
- Provided guidance and best practice in relation to processes and ServiceNow related inquiries.
- Researched and recommended new technologies and strategies for improving system performance.
CASE Lead Consultant - ServiceNow
Enable Professional Services
Makati City
09.2023 - Current
- Help customers maximize the value from their ServiceNow platform, accelerating the adoption and supporting them on a successful journey and contribute to achieving the overall practice key success measures.
- Provide support by understanding the customers’ requirements and provide the best solution to achieve their goals.
- Provide Value Realization for each of the support cases they have raised and have visibility in terms of the return of investment for the changes being implemented.
- Ensure services are delivered in a timely manner and cases being delivered are of quality and value.
- Coordinate with developers and work on solutions to attain the customers goals.
- Prepare and present quarterly business review to provide a progress report on the current performance.
- Executing of Roadmaps to provide an outline of what priorities and goals are aimed for the year
- Contributing to the overall efficiency of the CASE business
- Working smarter, not harder through effective delegation
- Re-use of digital assets
- Increase ServiceNow capability through training and certification.
Systems Administrator - ServiceNow
Cardno now Stantec
Makati City
08.2020 - 09.2023
- A key member in the ServiceNow stream focused on delivering value to the business through the ServiceNow platform.
- Develop and maintain Cardno’s ServiceNow environment and ensure we maximize the value of the platform to the business.
- Day to day administration, configuration, and maintenance of Cardno’s ServiceNow environment.
- Continuous improvement of ServiceNow capabilities and outputs (workflows, orchestration, custom scripts, platform adoption, etc).
- Consult internally with stakeholders and customers to ensure appropriate solutions for their requirements.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Research, plan and deploy platform upgrades, new releases and/or enhancements into the ServiceNow environment as required.
- Contribute to researching, planning, coordinating & implementing solutions.
- Direct and consult with other team members throughout day-to-day operations, striving for consistency and design best practices.
- Mentoring and training additional platform administrator staff.
- Participate in the delivery of projects and ensure output is of a high standard and within time and cost budget allocations.
- Provides solutions to meet business processes and requirements.
- Initiated projects for ServiceNow Mobile, Agent Workspace, Workspace Chat, ServiceNow Discovery, Integrations via Flow Designer, SSO login via Azure, and Hardware Asset Management.
Systems Administrator - ServiceNow
Aurecon Pty
Pasig City
07.2016 - 07.2020
- Maintains knowledge of specific technical specialization (Service Now), provides detailed advice regarding the Service Now application and executes specialized tasks.
- Assists users in defining their access rights and privileges, and operates agreed logical access controls and security systems. Maintains agreed security records and documentation.
- Identifies and resolves issues with applications. Uses application management software and tools to collect performance statistics. Carries out applications maintenance tasks.
- Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.
- Provides recommendations and improvement initiatives as needed by the business.
- Performing routine audits of systems and software
- Applying operating system updates, patches, and configuration changes
- Performing migration activities (Dev to Test, Test to Prod)
- Developing and improving user systems procedures, and preparing systems documentation.
- Adhering to Aurecon Change Management principles to ensure the stability of UAT and production environments
- Performing backups and system health checks
- Creating workflow activities and approvals, implementing new workflows that use a variety of activities to understand how records are generated from workflows Setting system controls that direct the right data to the right users at the right time
- Providing Service Now training to relevant teams as required
- Convert business requirements into technical solutions
- Maintain and support Service Now operational functions
- Customize OOB modules and applications
- Provides solutions to meet business processes and requirements
Reporting and Performance Analyst
Aurecon Pty
Pasig City
05.2015 - 07.2016
- Responsible in terms of generating reports and performance analysis for the Manila Shared Services Team.
- Provides recommendations and improvement initiatives as needed by the business.
- Coordinates with team leads to create continuous improvement projects to help attain business excellence.
Technical Lead – Shift Manager
Cognizant Inc.
Mckinley Hills, Taguig
11.2014 - 05.2015
- Responsible in terms of managing the operations floor for our UBS Client.
- Client point-of-contact for any escalations and critical needs.
- Guides and mentors team leaders.
- Customer solutions provider. Provides assistance and guidance for any account issues and problems.
- Analyzes data and generates reports for the client to determine trends and provide proactive measures to prevent problems.
- Manages the queue to ensure that SLAs will not be breached.
- Creates breach analysis for any instance that the SLAs are compromised.
- Reviews and manages account KPIs and works with necessary resources to address challenges and create proactive measures.
Service Delivery Manager
Connected Intelligence
Makati City
12.2013 - 08.2014
- Responsible in terms of managing company clients and ensuring that services are delivered in an efficient and effective manner.
- Client point-of-contact for any escalations and critical needs.
- Ensures knowledge management takes place for each of the supported clients.
- Customer solutions provider. Provides assistance and guidance for any account issues and problems.
- Analyzes data and generates reports for the client to determine trends and provide proactive measures to prevent problems.
- Manages client projects and coordinates with local resources to ensure quality and on-time delivery of tasks.
- Successfully managed projects for server deployment and migration, SharePoint initiation and design, reporting and process improvement.
- Utilized Kaseya as a means of monitoring client servers and machines.
Training, Quality, and Process Supervisor
ATOS (Formerly Siemens Inc)
Libis, Quezon City
05.2012 - 12.2013
- Responsible for managing and developing the training, quality, and process department.
- Operations contact for any account needs in relation to training, quality, and process.
- Aligns and sets goals to the TQP team to meet expectations and hit targets.
- Team mentor and guides them towards continuous improvement.
- Customer solutions provider. Provides assistance and guidance for any account issues and problems.
Process Analyst
ATOS (Formerly SIS)
Libis, Quezon City
10.2009 - 05.2012
- Responsible for account specific process including documenting, change control, and customer satisfaction.
- Provides weekly and monthly reports on account specific SLAs like CSAT, FCR and Quality.
- Provides root cause analysis on account escalations and proactively addresses process gaps.
- Creates continuous improvement projects to constantly decrease process variables and increase account SLAs.
- Provides assistance in terms of knowledge management and improving the account database.
- Key player in account transitions. Serves as a consultant for process creation and analysis, client interaction, and improvement initiatives.
- Assists and handles account operations in the absence of the operations manager.
Service Desk – Level 2 (JP Morgan Chase - Internal Process Analyst)
Siemens Inc
Libis, Quezon City
05.2008 - 10.2009
- Assisted in the transitioning of the account process to the JP Morgan Chase process.
- Responsible for account specific process including documenting, change control, and customer satisfaction.
- Generated account reports for FCR, CSAT, and Quality.
- Trained agents with the account process, cascaded account updates, provided suggestions to improve the accounts process, and coordinated with clients regarding process updates.
Service Desk – Level 2 (Washington Mutual)
Siemens Inc
Libis, Quezon City
05.2008 - 05.2009
- Provided technical support for Washington Mutual Clients.
- Acceptance and documentation of incidents and requests.
- Handles problem resolution which may require follow-up or escalation to tier 2 or 3 support.
- Covered email, chat, and phone support.
Customer Relations Specialist – Level 2 (Toshiba)
Siemens Inc
Libis, Quezon City
02.2007 - 05.2008
- Interacted and handled customers being escalated with specific request and complaints.
- Coordinated directly with Toshiba for approvals on request and guided customers with the company policy.
Technical Solutions Specialist (Toshiba)
Siemens Inc
Libis, Quezon City
04.2006 - 01.2007
- Supported hardware and software troubleshooting for laptops.
- Accepted and documented customer inquiries and request.
Technical Support Representative
Alorica Philippines
Ortigas
01.2006 - 03.2006
- Supported hardware and software troubleshooting for desktops, laptops, and networking devices.
- Accepted and documented customer inquiries and request.
Education
Bachelor of Science - Computer Science
Central Colleges of the Philippines
10.2005
Skills
- Advanced (more than 5 years): Business process design, re-engineering, and improvement (following LEAN standards), Service desk management, Knowledge and technical documentation, Hardware and software troubleshooting, Continuous improvement (following LEAN Six Sigma methodology), Performance management (reporting, mentoring, planning and setting actions), Microsoft OS and Office Environment (Excel, Visio, Project, Word, PowerPoint, Access), Reporting and Analysis, ServiceNow Administration Implementation, and Development
- Intermediate (2-4 years): Project management (product presentation, planning, timeline setting, resource allocation, risk assessment, cost and benefit analysis), Client/Stakeholder management, Leadership/People management
- Basic (1-2 years): Server Deployment, Networking (WAN/LAN/VPN), SharePoint Deployment and Design, Basic Programming (Ruby, SQL, Visual Basic, Web Design), ServiceNow Integration – REST API
Certification
- Certified ServiceNow Administrator (Vancouver Delta)
- Certified ITSM Implementation Specialist
- ITIL V4 Foundations Certified
- LEAN Six Sigma Yellow Belt
- Employee of the Month – May 2020
- Elite Process Analyst – Q3 of 2011
- Headed continuous improvement projects following the Six Sigma DMAIC Cycle. (First Call Resolution, Customer Satisfaction, Knowledge Management)
- Key player in account transition projects
- Attended leadership trainings. (STAR)
- Four semesters of Cisco Certified Network Associate (CCNA)
- Created custom applications and modules for vendor and contract management, conflict of interest register, and performance reviews.
Languages
Proficient in English both oral and written.
Timeline
System Administrator - ServiceNow
Stantec
08.2024 - Current
CASE Lead Consultant - ServiceNow
Enable Professional Services
09.2023 - Current
Systems Administrator - ServiceNow
Cardno now Stantec
08.2020 - 09.2023
Systems Administrator - ServiceNow
Aurecon Pty
07.2016 - 07.2020
Reporting and Performance Analyst
Aurecon Pty
05.2015 - 07.2016
Technical Lead – Shift Manager
Cognizant Inc.
11.2014 - 05.2015
Service Delivery Manager
Connected Intelligence
12.2013 - 08.2014
Training, Quality, and Process Supervisor
ATOS (Formerly Siemens Inc)
05.2012 - 12.2013
Process Analyst
ATOS (Formerly SIS)
10.2009 - 05.2012
Service Desk – Level 2 (JP Morgan Chase - Internal Process Analyst)
Siemens Inc
05.2008 - 10.2009
Service Desk – Level 2 (Washington Mutual)
Siemens Inc
05.2008 - 05.2009
Customer Relations Specialist – Level 2 (Toshiba)
Siemens Inc
02.2007 - 05.2008
Technical Solutions Specialist (Toshiba)
Siemens Inc
04.2006 - 01.2007
Technical Support Representative
Alorica Philippines
01.2006 - 03.2006
Bachelor of Science - Computer Science
Central Colleges of the Philippines