Lara Brondial

Led and coordinated Post-Incident Reviews (PIRs) for high-impact Priority-1 and complex Priority-2 incidents, identifying root causes, extracting key learnings, and driving service improvements in alignment with TIDS Problem Management processes. Ensured timely completion of PIR documentation and collaborated closely with Subject Matter Experts (SMEs) and support teams to validate resolutions and define preventive action plans. Facilitated and authored updates to the Problem Management Policies & Guidelines including distinctions between problem types, roles and responsibilities, and procedural workflows.

Problem Manager at TELUS Digital (2022-08 – Present)

• Led and coordinated Post-Incident Reviews (PIRs) for high-impact Priority-1 and complex Priority-2 incidents, identifying root causes, extracting key learnings, and driving service improvements in alignment with TIDS Problem Management processes.
• Ensured timely completion of PIR documentation and collaborated closely with Subject Matter Experts (SMEs) and support teams to validate resolutions and define preventive action plans.
• Facilitated and authored updates to the Problem Management Policies & Guidelines including distinctions between problem types, roles and responsibilities, and procedural workflows.
• Tracked and managed Problem Tasks in ServiceNow, assigning and monitoring progress on root cause investigations and corrective measures with internal support teams.
• Partnered with Customer Service and Experience Managers to review internal PIRs, ensuring alignment with confidentiality guidelines and preparing documents for external customer delivery.
• Supported operational improvements by analyzing recurring incidents, monitoring SLA adherence, and proposing enhancements to service delivery and incident response processes.
• Leveraged a broad toolkit including ServiceNow to maintain visibility over problem records, facilitate collaboration, and deliver actionable reports to leadership.

Incident Management / Problem Management Coordinator at Cognizant IT Solutions (2016-10 – 2022-05)

• Acted as a single point of contact for all high-priority escalated/unresolved tickets.
• Immediately contacts the support groups to ensure process compliance and adherence for major incidents and problem tickets.
• Maintains incident logs and processing incident reports for review with upper management.
• Chased tickets that are approaching threshold limit and ensured SLA is achieved.
• Liaised with resolver groups to work on tickets and in providing a satisfactory resolution, root cause, and future avoidance plan.
• Facilitated scheduled & planned downtime, while ensuring requests & incidents are handled as per the agreed SLA.
• Monitored major incidents and provided a warm handoff to specialists and tracked until closure.
• Monitored and track problem tickets until closure.
• Used communication tools to open and lead bridge conferences for support teams to troubleshoot high-priority issues, and to review the cause and analysis for problem tickets.
• Actively monitored and analyze a wide variety of dashboards, alerts, and software to identify issues as they arise.
• Worked closely with release management for scheduling changes that would be done by each support team to improve services
• Facilitates and leads post-incident calls, dashboard presentations, and RCA discussions.
• Perform and analyze Incident Management reports performing Problem Management reviews and RCAs.
• Monitored the health of network devices per site and reported to the network team whenever devices are unreachable.
• Reviews, creates webpage banners and releases internal communication for outages and planned downtime that will impact the whole company.
• Ensures that notifications or status updates are distributed to users regarding planned and unplanned service disruptions.
• Ensures escalation procedures and knowledge-based articles are available for support teams.

Service Desk Analyst / Incident Management Coordinator at Stefanini Philippines (2014-04 – 2016-10)

• Provided quality technical support to users via chat, calls, and emails.
• Managed memberships, distribution lists, and mailboxes using Active Directory.
• Escalated unresolved issues to proper support teams with designated priority levels.
• Tracked issues to resolution updating the internal knowledgebase and/or communicating learnings with relevant business units.
• Updates daily status reports and shift handover reports
• Acted as a liaison between users and technical escalation teams
• Acted as the main contact for high-priority issues.
• Used communication tools for triage calls with other support teams
• Troubleshoots software and other computer-related peripherals using remote control agents in the office and at home using VPN.
• Monitored the health of network devices at each site and reported to the network team for degraded and failing devices.
• Manage adds, changes, and removals of new users using Microsoft FIM.
• Releases internal communication for company-wide outages.
• Detects and report increasing trends, unusual activity or repeated activity.

Service Desk Analyst at Atos IT Solutions (2011-01 – 2014-03)

• Provided first-level support for users and system incidents and requests using basic technical and service knowledge via chat, calls, and emails.
• Ensured proper documentation for all incidents and requests and maintains relevant records.
• Managed memberships, distribution lists, and mailboxes using Active Directory.
• Properly prioritize and escalate unresolved queries as required to the next level of support to ensure customer satisfaction
• Tracked issues to resolution updating the internal knowledgebase and/or communicating learnings with relevant business units.
• Updates daily status reports and shift handover reports
• Acted as a liaison between users and technical escalation teams
• Troubleshoots software and other computer-related peripherals using remote control agents in the office and at home using VPN.
• Answered simply to complex questions about installation, operation, configuration, customization, and usage of assigned products.
• Follow-up and update user status and information.

Elementary - 2nd Year High School – La Consolacion College – Pasig

3rd Year High School - 4th Year High School – Rizal Experimental Station of Pilot School and Cottage Industries

Computer Programming – Datamex Institute of Computer Technology