Nixon Jarianne Cacananta
Technical Lead/Engineer
Mandaluyong City,Metro Manila
Summary
Effective and energetic IT professional with more than 9 years of experience working with end-users and professionals looking for a post as a Team Lead/Supervisor. Adheres to high level of service ethics, demonstrating customer-oriented communication skills and quick grasp of client requirements. Proven success in people management, handling end-to-end project management, stakeholder management and service delivery and transitions in Agile approach. Highly accomplished in working in high-volume, 24x7 technical supports and demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues including root cause analysis. Can easily relate and work well with people from different levels and is comfortable working with a team or individually and can cope with a fast-paced work environment.
Overview
7
7
Certifications
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Technical Lead / Engineer
ANZ Global Services and Operations (Manila), Inc.
Quezon City
01.2018 - Current
- Subject matter expert and escalation point for more than 100 Service Desk analysts in both Manila and Bangalore
- Responds and ensures customer needs are met by liaising with other second level teams
- Manage Outages by immediately notifying Incident Managers/resolver groups and joining bridges to monitor its progress
- Conducts root cause analysis for reported technology issues and drives for finding resolution (reduced number of calls for VDI and MS Teams application by more than 50%)
- Provided training, mentorship and coaching to Service Desk analysts, during work and non-duty hours.
- Demonstrated advanced enterprise support knowledge for hardware, software, application, and network problems.
- Created system technical documentation for knowledge sharing and reviewed existing technical solutions for improvements and efficiencies.
- Drives continuous improvement using Agile approach initiatives from technical to process implementation to reduce incident volume
- Build and maintain effective relationships with colleagues, other business units and key stakeholders; anticipating and responding to evolving customer needs
- Handles Project management and Service transitions for Service Desk, lead Manila in transitioning to new ticketing tool and new banking applications supported by entire Service Desk
Knowledge and Tools Officer
ANZ Global Services and Operations (Manila), Inc.
Quezon City
10.2016 - 01.2018
- Manages the team’s Knowledge-base and identify areas where required technical or procedural knowledge is missing
- Build knowledge content, coordinate knowledge changes and implement changes for all delivery teams (process and technical knowledge)
- Review knowledge to verify content is still accurate and relevant (Retired and updated more than 200 KBs used by entire Technology Teams)
- Build working relationship with users, process owners and resolver groups
- Engages with process owners and resolver groups to identify required changes to knowledge
- Responds to tech queries posted on MAXConnect, specifically on Making Technology Easy sphere, handles escalations and coordinates with respective resolver group
End-user Service Desk Analyst
ANZ Global Services and Operations (Manila) Inc.
Quezon City
02.2014 - 10.2016
- Provide quality support to the internal and external user community by troubleshooting and escalating issues to 2nd level support.
- Deploy and troubleshoot desktop/server/network hardware, operating systems and applications.
- Receiving and responding to customer problems received via the ServiceNow / SDM ticketing system, phone, email, chat and web based ticketing portal.
- Monitor tickets escalated to ensure they do not breach SLA. Work directly with 2nd level support to resolve issues.
- Troubleshoot and configure email accounts for users on IPhone and Android
- Experience with using Active Directory/Azure AD to enable/disable user accounts, reset passwords, configurations of email/instant messaging, software deployment and granting access to end-users
Helpdesk Analyst
NxGen Inc. – Deployed to Citibank Global Customer Service Center
Makati City
09.2012 - 12.2013
Helpdesk Analyst
Stefanini Philippines
Makati City
11.2011 - 06.2012
Education
Bachelor of Science - Electrical And Communications Engineering
05.2008 - 04.2011
Skills
Active Directory/Azure AD
undefinedAccomplishments
- Awarded as the Best Support for Service Desk multiple times
- Group Awardee for Technology last December 2018 for leading the transition of the new ticketing tool for Manila
Certification
ITIL V3
Reference
Available upon request
Timeline
AWS Virtual Workshop - Siklab Pilipinas
11-2020
Microsoft 360 Fundamentals - DDLS Australia
10-2020
Office 365 - Administration and Troubleshooting
09-2020
Cisco Networking Academy - Introduction to Cyber Security
09-2020
Career Service Professional/Civil Service Eligibility Examination Passer
03-2019
Kepner and Fourie - IT Root Cause Analysis Foundation Certificate
04-2018
Technical Lead / Engineer - ANZ Global Services and Operations (Manila), Inc.
01.2018 - Current
Knowledge and Tools Officer - ANZ Global Services and Operations (Manila), Inc.
10.2016 - 01.2018
ITIL V3
03-2016
End-user Service Desk Analyst - ANZ Global Services and Operations (Manila) Inc.
02.2014 - 10.2016
Helpdesk Analyst - NxGen Inc. – Deployed to Citibank Global Customer Service Center
09.2012 - 12.2013
Helpdesk Analyst - Stefanini Philippines
11.2011 - 06.2012
AMA Computer College - Bachelor of Science, Electrical And Communications Engineering
05.2008 - 04.2011
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