Oscar Paulus A. Pante V

NOC POWERMS OM - Japan based 2025

• Stayed current with industry trends through continuous professional development opportunities, applying new skills to daily tasks as needed.
• Established strong working relationships with external vendors/partnerships that enabled seamless integration of third-party technologies into company networks effectively.
• Collaborated with other IT professionals to implement best practices for network security and compliance initiatives.
• Actively participated in cross-functional teams tasked with improving operational efficiencies within the organization''s IT infrastructure environment.
• Training for Server Alert Management on both East and West Japan

Dispatch Team – TMPS (2021)

• Trained in dispatch operations using the Click scheduling tool to assign and coordinate technicians.
• Arranged and managed technicians’ schedules to ensure timely service delivery.
• Processed and actioned low-severity cases promptly to maintain service efficiency and customer satisfaction.

Woolworths team Australia – TMPS(2021-2022)

• Navigate ServiceNow to manage and complete SLA-related tasks efficiently.
• Assess technical issues and determine the most effective resolution for each case.
• Identify and request required technical parts, coordinating with the warehouse for timely shipment.
• Liaise with Fujitsu technicians, providing technical guidance and support as needed.
• Manage high-severity tickets to prevent SLA breaches.
• Oversee mailbox management, ensuring all incoming messages are actioned promptly and accurately.
• Handle inbound and outbound calls for the department, maintaining professional communication at all times.
• Escalate issues appropriately, ensuring they reach the correct person or team for swift resolution.
• Compile and manage ticket statistics reports for performance tracking and analysis.

McDonald’s & Euro Garages Team – Australia TMPS(2022-2025)

• Navigate ServiceNow to manage and complete SLA-related tasks efficiently.
• Assess technical issues and determine the most effective resolution for each case.
• Identify and request required technical parts, coordinating with the warehouse for prompt shipment.
• Liaise with Fujitsu technicians, providing technical guidance and support as needed.
• Manage high-severity tickets to prevent SLA breaches.
• Oversee mailbox management, ensuring all incoming messages are actioned promptly and accurately.
• Handle inbound and outbound calls for the department, maintaining clear and professional communication.
• Escalate issues to the correct person or team for swift and effective resolution.
• Compile and manage ticket statistics reports for performance tracking and analysis.
• Monitor centralized CCTV health status for all McDonald’s stores across Australia; log incidents for faulty cameras and action cases accordingly.
• Appointed as Second-in-Command (2IC) for the team, responsible for:
  Taking immediate action on major escalations.
  Leading the team during the Team Lead’s absence.
  Working closely with the Service Operations Manager to ensure optimal results.
  Guiding team members on best work practices.
  Training and onboarding newly hired team members.

Key Achievements:

• Successfully led major escalations without SLA breaches.
• Improved ticket resolution workflow, resulting in faster turnaround times.
• Trained multiple new hires, enhancing team efficiency and service quality.
• Through strong team collaboration, successfully passed the annual assessment with a 98% SLA compliance score for the McDonald’s/Euro Garages team, contributing to the renewal of the client contract.

• Hot Kitchen Department
• Pasta Station
• Grill Station
• All American Station
• Soup Station
• Stir Fry Station
• Carving Station

• Sauté Station
• Grilling Station
• Frying Station
• Dispatch Station
• Butchery Station
• Cold Kitchen Station
• Basic Baking Skills
• Good Knife Skills