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
