Alejandro P. Bautista
Major Incident Specialist (Intermediate) / SWAT Manager
39 years old
San Jose del Monte, Bulacan Philippines
Professional Status
Employed
Available
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
Company Description
Formerly known as GXS Philippines Inc.
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
