Agnes Gutierrez

Results-oriented IT Professional with a solid foundation in ITSM. Armed with a comprehensive understanding of ITIL process to ensure seamless functioning of daily operations. Dedicated to self-development to provide expectation-exceeding service.

IT Operations Associate/Associate Service Assurance Analyst at Manulife Business Processing Services (2024-08 – 2025-11)

• Review and approve change tickets, ensuring completeness and adherence to established Change Management processes
• Facilitate CAB meetings for change review and approval
• Conduct monthly Process Quality Assurance (PQA) on release tickets to verify compliance with deployment standards and guidelines
• Generate reports to identify trends, potential issues, and areas for improvement, and share these findings with leadership
• Hold refresher training sessions to maintain the team's alignment with the latest standards and practices
• Keep up-to-date records of processes, workflows, and procedures to ensure consistency and transparency across the team
• Develop and implement process frameworks to ensure alignment with organizational policies and regulatory requirements

IT Operations - App/Cloud Support Associate at Accenture (2022-06 – 2024-06)

• Handle change tickets and service request using ServiceNow tool
• Review and approve change tickets, ensuring details are complete and follow Change Management guidelines
• Run Change Advisory Board (CAB) meetings to check and approve proposed changes
• Monitor on going implementation tickets nearing deadlines; remind implementers to close them on time or secure required approvals for extensions to prevent SLA breaches
• Conduct change impact assessments to evaluate risks and ensure smooth implementation
• Perform extraction and creation of daily reports
• Upload, update and decommission servers/CIs in CMDB
• Assist associated departments with clerical and administrative support

Associate Software Engineer at Accenture (2019-08 – 2020-11)

• Analyze, design, develop and maintain software applications
• Automate manual processes and documents applications of new functionality
• Act as support and perform bug corrections testing

Bachelor of Science in Information Technology – Pangasinan State University (2015 – 2019)