Systems Analyst - Nova Scotia Health Authority - Canada
(2024-11)
Applications: OPOR, Provider Portal, Provider Portal SharePoint, Assyst ticket tool, HIE MPI, IBM InfoSphere MDM Inspector Client registry
- Responsible for onboarding eligible healthcare providers; including physicians, pharmacists and other clinicians who work exclusively with IWK Health, Nova Scotia Health, in community-based settings (such as private clinics and pharmacies), or across both environments.
- Developed and established clear, step-by-step Standard Operating Procedures (SOPs) to guide end users and colleagues in the effective use of systems and processes.
- Collaborated with internal teams, external vendors, and clinical staff to plan, coordinate, and execute testing activities in OPOR Provider Portal (CERT and Production environments), ensuring system reliability and compliance.
- Participated in change request testing to validate system enhancements; sent out communications and configured notifications to inform users of system changes.
- Onboarded and trained new hires on OPOR Provider Portal, including system functionality, workflows, and best practices to ensure smooth adoption and productivity
- Reviewed quarantined records to identify duplicate patient entries and performed merges as necessary to maintain accurate data in OPOR Provider Portal.
- Handled Assyst service tickets, including user access requests, and ensured timely and secure provisioning to the OPOR Provider Portal.
- Investigated AR ACK issues by analyzing message processing and identifying rejections in the HIE Provider Portal; communicated findings to relevant teams and resolved issues when possible
- Performed additional duties as required to support departmental operations and contribute to organizational objectives.
Major Incident Manager / Management - INNOVANA Solutions - Canada
(2024-05 - 2024-11)
Applications: ServiceNow, Account: Loblaw's and Shoppers Drug Mart
- Responsible for ensuring a consistent method of incident management is followed; this includes incident classification, escalation paths, and communication protocols.
- Responsible for capturing all the necessary expectations and objectives throughout the length of the MI/SSMI to ensure successful communication and resolution reporting.
- Responsible for managing the activities that occur during the life cycle of high-priority incidents for the client.
- Achieve resolution of an outage or service degradation as quickly as possible to minimize impact on the business and external customers.
- SPOC (Single Point of Contact) for all the Information Technology and coordinates internal stakeholders, Service Providers, and Third-Party vendors to ensure centralized management of all Critical and High severity incidents
- Support all the SSMI communications for the incidents as a primary incident handler.
- Work with priority and precision to ensure smooth escalation of the incident.
- Document all details for the incident to ensure all details are passed onto the team that the SSMI was escalated to.
- Engage the required teams and leaders across the client organization to facilitate resolution of the incident.
- Maintain and develop relationships with all consulting and technical support leaders and team members.
- Ability to communicate with a customer in a clear and precise manner.
- Maintain and improve capabilities for MI/SSMI Incident Response, including researching, selecting, and implementing processes as directed.
Major Incident, Problem & Change Management - SIRVA Worldwide Relocation & Moving Services - Canada
(2022-01 - 2023-07)
- Handles Incident and Problem process and lifecycle of a High Severity incident by utilizing the best practices of ITIL, ensuring SLAs are achieved.
- Leading Sev1/Sev2 incident calls and understand the urgency, pulling necessary team members involved in resolving the incident. Collaborating with management to gather, analyse and update operational information.
- Perform regular notification, communication and escalation to higher management by using RACI method.
- Record incident event timeline during major incident/s calls and communicate with upper management for all major issues that are found in the IT system. Sending out SMS/E-mail outage notification to the Business and Upper Management with relevant updates.
- Contributing to existing process and procedure documentation and assist in creating new process and procedure that meets business requirements.
- Compiling, reviewing, and submitting incident reports, management review, and prior to release to the business.
- Manages and facilitates Crisis Management to minimize incident lifecycle and assist in collaborating for action plan
- Investigating Problem tickets that are related to Sev1/Sev2 incidents and identify root cause.
- Facilitate Weekly CAB meeting calls to review all changes requested for Production, Non Prod and Demo deployment in (all Environments).
- Making sure the company maintains the compliance standards necessary for change.
- Conducting regular assessments to track the implementation of change
- Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk.
- Evaluating Requests for Change (RFCs), the available resources, impact of change, and documenting relevant processes and activities.
- Assess all the minor and major changes by making sure that all has been initially tested in lower environments before deployment.
- Create and standardize procedure and process documentation for relevant teams to follow
- Create pre-defined service agreements from service impacts, critical and non-critical list of assets and services in inventory.
- Maintaining Operational Status check reports – daily, weekly & monthly.
- Maintain back end and interface configuration features of Change Gear application.
- Provide new/existing access to Ever Bridge & Change Gear and keeping the AD up to date.
- Train newly on boarded resource to get familiarize with Ever Bridge & Change Gear tools.
Senior Analyst | Major Incident Management - VeriFone Global Development Centre - Philippines
(2020-08 - 2021-11)
- Established Incident Management Processes for category and assets assigned under VeriFone accounts.
- Focuses on Implementation of process effectively, revolving incident handling, incident/issues discovery to resolution.
- Record incident event timeline during major bridge call from discovery to fastest resolution.
- Ensures the responsible and accountable for end-to-end critical resolution like support, managers, and stake holders are involved in the bridge call.
- Send out business-friendly update to the upper management and customers for Sev1/2 outage or maintenance communication through SMS and e-mail.
- Manages the operation is in accordance with the established procedures and practices that SLAs and OLA's are achieved.
- Ensures events and incidents are assessed correctly and that appropriate escalation takes place.
- Oversee, update accordingly and established problem Management process.
- Lead shift hand over and effectively communicate with other Shift leader and ITOC Manager
- Train and walk through the newly on boarded resource to get familiarize with supported VeriFone applications and develop as well the staff skills and abilities to meet business requirements.
- Overseeing the day-to-day activity of the team and make sure that no task was missed and all are properly executed.
- Maintain or create new knowledge base that will help the support in the future.
- Respond to system alerts in a timely fashion and provide troubleshooting support with regards to VeriFone products.
- Proactively monitor any network, performance, disk space threshold. Perform compressed disk logs, remote VM, stop/start services IIS, SSL certificate renewal and Windows patching of VeriFone accounts depends on the issue.
- Performs routine health checks on supported web sites / applications to ensure availability and stability. Prioritizes and manages Service request backlog.
- Performed routinely task id or change requests with pre-defined procedure.
- Update metrics documentation and reports – weekly & monthly.
Incident Escalation Coordinator - DXC Technology - Philippines
(2020-01 - 2020-08)
- Represents DXC SAP technical Support team in all Major Incident calls and discussion impacting HPI and HPE applications. Acts as a situation leader in case of high or potential high impact incident.
- Facilitate the Incident Management process for escalated and elevated tickets ensuring SLAs are achieved.
- Handles business escalations and provide meaningful business-friendly updates related to the critical issues in timely manner.
- Act as the first point of contact for all open major Incidents and potential Incidents.
- Analyse and perform risk assessments and potential impact to the business.
- Work directly with teams and arrange internal/external call to discuss the issue for fastest resolutions.
- Respond to technical groups within the business, including communication with subject matter experts and between business units, directing technical resources, follow-up on tasks assigned by management to business units, and working with technical resources to complete actions if required.
- Compiling, reviewing, and submitting incident reports, management review, and prior to release to the business.
- Contributing to existing process and procedure documentation and assist in creating new process and procedure documentation that meets business requirements.
- Reports monthly progress, scores and metrics on Incident Management during monthly Service call and update metrics documentation and reports.
- Provide new/existing access to Ever Bridge & Change Gear and keeping the AD up to date.
- Train newly on boarded resource to get familiarized with Ever Bridge & Change Gear tools.
Shift Leader and Major Incident Management - PCCW Solutions Philippines, Inc. - Philippines
(2017-10 - 2020-01)
- Oversees the work of SMC console and support personnel to ensure that system requirements are implemented to the required level and procedures carefully followed.
- Established Incident Management process and lifecycle of a High Severity incident by utilizing the best practices of ITIL, ensuring SLAs are achieved
- Act as leader, minimize the duration of incidents by mitigating impacts and restore agreed service within agreed time frames. Perform regular notification, communication and escalation to higher management by using RACI method
- Record incident event timeline during major bridge call from discovery to fastest resolution. Provide meaningful and business-friendly updates related to the critical issues in timely manner.
- Paged and engaged responsible and accountable end-to-end critical resolution support and managers the bridge call.
- Send out SMS or E-mail outage notification to the Business and Upper Management during major incidents.
- Train and walk through the newly on boarded SMC console resource to get familiarize with supported PCCW applications, develop as well the staff skills and abilities to meet business requirements and to work independently.
- Manage day-today shift staff and operations, make sure that all Incident are properly managed & Change request are successfully executed. Provide proper supervision to ensure all employees are working efficiently in a shift.
- Performed Incident creation using PAL and BSM Remedy ticketing tool. Provide preliminary investigations and provide solutions as needed. Promptly escalate the incidents if not within the workaround and communicate support teams as required in resolving the issues.
- Monitor system alerts through various applications tools, perform health checks, availability of all hardware, server resources and perform permanent change request task depends on the scenario or cases.
- Proactively monitor batch job processes in Control-M and report any failure ex: long running job, job reruns, hold, confirm, free, skipped, terminate/cancel jobs and execute Ad-hoc batch jobs as requested by application teams.
- Perform housekeeping of File system that contains web-related files (dump/log files) using Unix/Linux.
- Stop/Start/Restart services Middleware technology (IBM WebSphere, IIS, etc.)
- Monitor the utilization, memory and data usage and the availability of the servers. Windows patching, stop/start services IIS and SSL certificate renewal.
- Generate Incidents reports daily, weekly and monthly reports.
Middleware Consultant - Hewlett Packard Enterprise | DXC Technology - Philippines
(2015-09 - 2017-09)
Account: ERICSSON | Secondary SPOC Account
- Manage users and their permissions, creation of areas on SFTP Servers; Folders - Internal/External User's
- Identify end-user performance problems through daily monitoring
- Understanding on technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management)
- Stop/start services IIS and SSL certificate renewal.
- Involved on Patching during activity and performed Health checks.
SAP ABAP Developer - IBM Solutions Delivery, Philippines - Philippines
(2013-10 - 2015-09)
- Understand Functional Specifications designed by our Functional Leads.
- Maintain good communication with our Onsite Leads.
- Created documentation for Objects assigned.
- Created Test Scenarios and Test Cases for our Objects.
- Perform testing and maintain the programs/objects assigned.
