Andrea Agayan
Stevenage
Work/Location Availability
Available to work in United Kingdom by August 2023. No sponsorship required as I have a valid permission to work as a dependent visa holder. Relocating in Stevenage area.
Summary
As an IT professional with total of 12 years of experience. Started as Service Desk, consistently recognized for technical skills used to resolve challenging technical issues. Familiar on latest IT services technologies. Proven success working in high-volume, 24x7 technical support environment. A shift Supervisor for 5 years who handles day-to-day operation of the service desk. Which facilitates the employee training, performance review, coaching, process improvements and management meeting. Act as an IT Incident Manager coordinator base on ITIL standards. As currently an SME Platform Lead, that covers end to end of the application/product assigned. From the technical aspects of configuration, maintenance/patching, service availability and monitoring. This requires user communication, change management, project planning, and documentation.
Overview
20
20
years of professional experience
Work History
Application Solutions – Digital Support SME Lead
SunPower Philippines LTD
09.2019 - Current
- Platform Application support of following :
- Okta, identity access management of SunPower’s customer account in SunPower Platform systems. With 400k customers account. Okta Certified Professional holder.
- Qliksense, Administrator and SME, Business Intelligence tool for data analytics.
- Atlassian Products such as Jira, Confluence and Jira Service Management.
As a Platform Application Support Engineer, scope typically includes:
- Has troubleshooting skills and ability to quickly identify root cause of issues. Able to develop effective solutions to fix these issues and prevent them from recurring.
- Communicate effectively with both technical and non-technical stakeholders, including customers, developers, and project managers.
- Strong analytical skills to identify trends and patterns in platform's performance data, which can be used to optimize performance and prevent issues from arising.
- Create and maintain documentation related to platform's applications, including user manuals, troubleshooting guides, and technical specifications.
Shift Supervisor
SunPower Philippines LTD
01.2014 - 09.2019
- Manages overall operation of IT Helpdesk on assigned shift
- Conduct onboarding trainings on IT Services supported
- Evaluate received calls of agents and Coach base on ratings
- Conduct weekly, quarterly or as needed performance review to agents
- Facilitate Overall IT weekly report dashboard of open tickets, resolved tickets and phone calls metrics
- Review top tickets created and provide assessment
- Technical Experience Server Services
- Office 365 Administrative support
- SCCM Administration (Install and deploy software through SCCM)
- Windows Server management (Active Directory Administration, Exchange Server, User Account Administration)
- Work with other System Administrators and Database Administrators for any System or Network related changes or new implementation
- Microsoft Exchange Server 2007 & 2010 Administration
- Application Services
- Office 365 end-user support
Global Helpdesk Agent
Aim Corporate Solutions, Inc
06.2013 - 01.2014
- Outsourced to SunPower Philippines LTD
- Same support scope outsourced to SunPower Philippines LTD
Global Helpdesk Agent
ITCRAFT SYSTEMS INC, Outsourced to SunPower Corporation Phils
03.2011 - 12.2012
- Same support scope outsourced to SunPower Philippines LTD.
Technical Support Representative
TELEPERFORMANCE PHILS, San Miguel Ave. Ortigas Center
11.2009 - 04.2011
- As a Level 2 Technical support in internet service provider
Technical Support Representative
AEGIS PEOPLE SUPPORT INC, Aegis peoplesupport Center Ayala Ave. cor Sen
07.2003 - 09.2009
- Frontline Technical support for Domain registrar
Education
MBA - Business Administration
University of The People
US12.2023
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
Polytechnic University of The Philippines, City of Sta Rosa
Philippines04.2009
Skills
- Act as subject matter expert for on Platform Service Management, providing knowledge and expertise to team where appropriate and communicating priorities, objectives and key activities effectively
- Support development, implementation and continual improvement of Service Strategy on behalf of Leadership
- Oversee and ensure business expectations are appropriately set, and are met, and take responsibility for corrective actions where non-conformance is identified
- Identify and input to improvements to service and customer experience as part of Continuous Service Improvement (CSI)
- Responsible for providing single source of consistent information on all services and for keeping reliable and precise data about configuration of services
- Responsible for ensuring that products and services are developed with their intended usage, ease of use, and ability to be delivered by business and its organization
- Proven track record in managing incidents, changes, and releases
- Knowledgeable in assisting IT projects in difficult and complex environments
Timeline
Application Solutions – Digital Support SME Lead
SunPower Philippines LTD
09.2019 - Current
Shift Supervisor
SunPower Philippines LTD
01.2014 - 09.2019
Global Helpdesk Agent
Aim Corporate Solutions, Inc
06.2013 - 01.2014
Global Helpdesk Agent
ITCRAFT SYSTEMS INC, Outsourced to SunPower Corporation Phils
03.2011 - 12.2012
Technical Support Representative
TELEPERFORMANCE PHILS, San Miguel Ave. Ortigas Center
11.2009 - 04.2011
Technical Support Representative
AEGIS PEOPLE SUPPORT INC, Aegis peoplesupport Center Ayala Ave. cor Sen
07.2003 - 09.2009
MBA - Business Administration
University of The People
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
Polytechnic University of The Philippines, City of Sta Rosa
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