Joan Delos Santos

Self-driven Cloud Application Operations Specialist with over 3 years of enterprise IT support experience working within strict ITIL service frameworks. Proven expertise in multi-platform system diagnostics, incident lifecycle management via ServiceNow, and coordinating high-priority resolutions to maintain system uptime. Recently completed advanced training for the AWS Certified Developer – Associate framework, specializing in cloud application architecture, identity management (IAM), and infrastructure telemetry.

Adept at navigating high-level cloud architectures, monitoring environments proactively, and translating technical failures into clear business resolutions.

SW/App/Cloud Tech Support Associate at Accenture Inc. (2022-10 – Present)

• Technical Support & Incident Remediation: Delivered advanced Level 1.5 technical remediation for enterprise application, middleware, and cloud infrastructure issues, reducing resolution times by 20%.
• ITIL Process & Service Management: Managed end-to-end incident records in ServiceNow; aligned workflows with strict ITIL Incident, Problem, and Change Management frameworks to ensure 100% SLA compliance.
• Cloud Architecture & Elasticity Exposure: Utilized cloud environment insights to evaluate application ID requirements and identity controls (Active Directory/Office 365), mitigating systemic infrastructure and security risks.
• Proactive Operations & Metrics Tracking: Collaborated across development and infrastructure teams to design proactive solutions, successfully cutting the total ticket backlog by 30%.
• Service Performance Reporting: Compiled and delivered operational performance summaries, providing clarity and visibility to stakeholders to boost overall user satisfaction scores by 15%.

Verification Specialist at Neeyamo Enterprise Solutions (2020-09 – 2022-06)

• Data Integrity & Process Auditing: Audited and processed complex international data records against strict global compliance guidelines, ensuring zero data inaccuracies across client environments.
• SLA & Timeline Management: Managed dependencies and collaborated with global verification entities under fixed-turnaround constraints, consistently meeting daily and monthly operational targets.

Administrative Assistant at PromoSphere Incorporated (2019-02 – 2019-05)

• Documentation & Resource Management: Prepared, summarized, and managed executive resource reports to support administrative decision-making.
• Communication & Operations: Served as the central contact point for internal and external clients, streamlining daily administrative and clerical operations.

Bachelor of Science in Office Administration – STI Academic Center – Sta. Mesa (2014 – 2019)