Alejandro P. Bautista
Major Incident Specialist (Intermediate) / SWAT Manager
39 years old
San Jose del Monte, Bulacan Philippines
Professional Status
Employed
Available
In Progress - Expected Graduation: March 2019
Pending for Thesis Writing and Defense.
Completed and graduated this 4 year degree course in 3
semester only via ETEEAP.
ETEEAP is a comprehensive educational assessment program
at the tertiary level that recognizes, accredits and gives
equivalencies to knowledge, skills, attitudes and values gained
by individuals from relevant work. It is implemented through
deputized higher education institutions that shall award the
appropriate college degree.
semester only via ETEEAP.
ETEEAP is a comprehensive educational assessment program
at the tertiary level that recognizes, accredits and gives
equivalencies to knowledge, skills, attitudes and values gained
by individuals from relevant work. It is implemented through
deputized higher education institutions that shall award the
appropriate college degree.
Completed the 2 year associate degree in 2 semesters.
Majority of taken subjects was credited to complete the course.
Majority of taken subjects was credited to complete the course.
-
Filipino and English
Advanced
-
EDI - Email Clients - Internet Browsers - MS Office - Network and Router Configurations - Password Management - Customer Communication - Incident Reporting - Incident Management - Project Management - Risk Management - Process Improvement - Reporting
Expert
Trainings
Formal and Informal Trainings
Since 2007
- English Communications Training
- Customer Notifications Training
- CSI and Active Community Training
- SM9 and Change Management Training
- Siebel CRM Training
- Business Processes Training
- Project Management Basics
- Process Improvement Basics
- Certificate Management Basics
- Information and Security Awareness
- Ethics and Code of Cunduct
- VAN Training (TGMS, Inovis and IE)
- Document Tracking and Basic EDI Mapping
- Ops Admin Training
- Basic Unix
- SharePoint and Ollie Basics
- GXS Network Communications Training
- GXS VPN Security Software and VPN Gateway Training
- Network Configurations for LAN and WAN
- AT&T Connectivity Training
- AT&T VPN Software Trainings
- GXS Web Applications Training
- BizManager and Inovis Software Training
- TGO Basics and Active Documents Training
- TPA Admin
- Password Administration
- Internet Browsers
- Excel Reporting
- Microsoft Office
Major Incident Specialist (Intermediate) / SWAT Manager
OpenText Philippines Inc.
Since July 2012
Makati City
Philippines
- INCIDENT MANAGEMENT RESPONSIBILITIES -
- INCIDENT MANAGEMENT RESPONSIBILITIES -
- Point of contact for all Major Incident calls.
- Adhere to the Responsibilities detailed in the Incident Process
- Communicate appropriate updates during Major Incidents to Support teams.
- Publish a notification to OpenText Websites relating to a Major Incident
- Document troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline
- Notify Service Desk and Front End Users for Planned Maintenance and Certificate Updates
- Handles Customer escalations for Major Incident Outages
- PROJECT MANAGEMENT RESPONSIBILITIES -
- PROJECT MANAGEMENT RESPONSIBILITIES -
- Process Improvement
- Accountable for the process efficiency and effectiveness for Projects assigned
- Collaborating with other departments and teams to complete projects assigned
- Customer Migration Projects
- Updating self-help documents so customers/employees can try to fix problems themselves
- SUBJECT MATTER EXPERT -
- SUBJECT MATTER EXPERT -
- Point of contact of teammates for Trading Grid Messaging Services issues
- OpsAdmin duties
- Worked with Tier 2 and Incident Management if the problem is more serious
- Communications and Connectivity Issues
TSR - SME
Sykes Asia Inc
August 2010
to June 2012
Ortigas, Pasig City
Philippines
- Working with customers/employees to identify Software problems and advising on the solution
- Logging and keeping records of customer/employee queries
- Analyzing logs to spot common trends and underlying problems
- Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems.
- Troubleshoot Login and Password issues for employees and customers.
Technical Support Representative
ePLDT Ventus
November 2007
to February 2010
Bonifacio Global City
Philippines
- Provided customer service as first point of contact during off-hours.
- Redirected problems to appropriate resource and service desks during off-hours.
- Send AS2 alerts for failed transactions of customers during off-hours
- Escalate priority issues per Client specification
- Notify Incident Management if Major Incident occurs
Usher
Cultural Center of the Philippines
April 2005
to December 2007
Part-time
Pasay City
Philippines
Dining Crew
Jolliibee Foods Corporation
June 2004
to February 2006
Part-time
Intramuros, Manila
Philippines
