Queenie Juco-Villaviza

Roles:

L2 Support

April 2017 - March 2018

Server Capacity and Performance Manager

July 2018 - November 2020

L3 Support

March 2018 - Present

Responsibilities:

• Supporting the two main warehousing application of P&G Customer which are the Real Time Control and Information System and Productivity Management Engine.
• Apply growing technical knowledge to operate a technology area (server administration, database administration,technical security management, performance management)
• Integrates technical knowledge and business understanding to create superior solutions for the company and for customers.

Incident Management:

• Resolve routine in-scope technical incidents independently using Service Now.
• Work with team members to resolve more complex incidents.

Change Management/ Implementation:

• Implements changes/solutions to meet customer or IT infrastructure needs within area of technical responsibility.

Patch and Security Management:

• Apply patch and security changes per policy.

Service Continuity Management:

• Performed disaster recovery to recover data loss

Quality:

• Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, shell scripting).

Project Management:

• Participate in customer and internal projects, including transformation.
• Customer Relationship Management

Awards:

• Incident Resource of the Month
• L3 Resource of the Month
• L3 Resource of the Year
• Clent Focus Award (Awarded by Manila P&G Account Lead, P&G Account Delivery Leader, P&G Account General Manager)

Business Reform Department – Service Department

Responsibilities:

· Create technical documentation for system specification and perform quality assurance

· Prepare documentation for training plan and test plans

· Create process flow, enhance system processes and gap analysis

· Create instructional process and SOP manuals

· Conduct end user training and system implementation

Information Technology – Process and Quality Management

Responsibilities:

· Review and document the current process. Identify issues and areas for improvement

· Develop the proposed policies and process design

· Create a functional requirement, system test plan, perform functional system testing and document test results

· Conduct internal trainings when necessary and any other function or task related to the foregoing.

Information Technology - Service Desk

Responsibilities:

· Assist all end users with general computer operation and desktop application software questions and problems.

· Troubleshoot end user PC problems of all moderate complexity, often requiring examination of underlying PC, OS, configurations and application software.

· Responsible for the operation, installation and configuration phase of desktop computer equipment.

· Identify and/or assist with resolution to customer access issues.

· Solve technical problems of moderate complexity, exercising initiative and judgment.

Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required

Hewlett-Packard Account (Desktop)

Responsibilities:

· Listen attentively to customer needs and concerns

· Clarify customer requirements; probe for and confirm understanding of requirements or problem

· Troubleshoot Desktop Computers and solve simple to complex issues for both consumers as well as business customers. Meet customer requirements through first contact resolution

· Confirm customer understanding of the solution and provide additional customer education as needed, prepare complete and accurate work and update customer file

· Determine appropriate response to customers by using a script or sales flow

· Maintain basic knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings and formal training.

Information Technology - Desktop Asset Management Department.

Responsibilities:

· Distribution, filling and documentation of inventory records

· Processing of accountability record

· Filing of DR / Gate pass and other IT Forms

· Support for deployment of security patch

· Support for cleaning of virus in workstations