Resume

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City of Irving
Application Support Specialist
July 2018 - Present

  • Supports different software applications for the City of Irving employees:
    • Banner
    • PetPoint
    • Keywatcher/Keywarden
    • Oracle 12 software install
  • Contributes troubleshooting solutions documentation to ticketing system
  • Second level end user support for IT
  • SQL queries in Banner
  • Creates daily cash reports for PetPoint

Children’s Health System of Texas, Dallas, TX
Intermediate Enterprise Application Analyst
July 2015 – July 2018

  • Responsible in supporting/troubleshooting SharePoint 2013/SharePoint O365 application
  • Responsible for performing tests on SharePoint Online/Office 365 and its capabilities, documenting use case testing through test plans (roadmap) and tasks, as well as troubleshooting steps
  • Contributes to SOP documentation to ensure best practice use for SharePoint sites
  • Creates “How to” guides or step-by-step walkthroughs on using SharePoint and OneDrive for Business
  • Administrates site collection and managing end user permissions (permission levels, security groups, etc.) and ensures compliance with security policies
  • Planning, implementation, and migration of data from network file shares to SharePoint using ShareGate tool
  • Point of contact and responsible of migration of data from Box.com to SharePoint Online or OneDrive for Business
  • Point of contact and responsible of migration of data from IBM Quickr document libraries to SharePoint Online
  • Form creation and workflow design using InfoPath Forms and SharePoint Designer
  • Second to third level end user support for IT Service Desk
  • Responsible in supporting Adobe Contribute application for Children’s Health Intranet sites
  • Proficient in editing intranet sites with HTML coding or CSS customization using Adobe Dreamweaver, Notepad++, or Sublime Text

Senior Technical Support Analyst
March 2012 – July 2015

  • Responsible in supporting/troubleshooting IT issues as second level end user support at the IT Service Desk comprising of 200 or more applications for more than 7000 employees/parents/patients
  • Responsible in Active Directory and O365 user management
  • Member of Software Fulfillment Team for software requests and OS updates using Symantec Management Console/Alrtiris
  • Responsible for creating Service Desk agent monthly statistic reports for management
  • Maintained generic account management within the organization, with high attention to detail on expiration dates/notification to vendors
  • Contributed in providing self-paced learning videos for IT Service Desk regarding the different applications needed to accomplish their tasks
  • Updated SOP documentation for the IT Service Desk

Associate Computer Operator / Tech Support
July 2001 – March 2012

  • Responsible for operating and monitoring the execution of simple computer programs and peripheral equipment following detailed system operating instructions to ensure the timely processing of information and generation of reports
  • Tape management responsibilities include backups, maintenance, labeling, file restore, offsite/onsite storage management
  • Responsible in assisting customers as far as troubleshooting computer-related issues within the company
  • Updated SOP documentation for data center operations

Skills Summary

  • Sharepoint Designer (2 years)
  • InfoPath (2 years)
  • SharePoint Online (3 years)
  • SharePoint Administration (3 years)
  • Microsoft Office Suite (10+ years)
  • Data Center Operations (10+ years)
  • Customer Service Skills (10+ years)
  • End User Support (10+ years)
  • Active Directory (10+ years)
  • Documentation (10+ years)

Additional Information

  • MS Office 2016/O365
  • SharePoint Online
  • SharePoint 2013/2016
  • SharePoint Designer
  • InfoPath 2013
  • OneNote
  • OneDrive for Business
  • PowerApps/Flow
  • Yammer
  • Skype for Business
  • MS Teams
  • MS Forms
  • ShareGate
  • PowerShell
  • Metro Studio
  • Adobe Contribute
  • Adobe Dreamweaver
  • Sublime Text
  • Notepad++
  • WordPress
  • Unix (Sun OS)
  • MS Outlook
  • Fidelio 6.11
  • COBOL
  • Medisoft
  • MS Windows
  • Mac/iOS Devices
  • ServiceNow
  • VMS
  • HEAT
  • Active Directory
  • Console One
  • eGate Interface
  • SolarWinds
  • NetBackup
  • Sitescope
  • C++
  • IBM Tivoli Service Request Manager
  • IBM Quickr
  • Box.com
  • Banner
  • Oracle (software install only)
  • PetPoint
  • Keywatcher/Keywarden

Education

Emilio Aguinaldo College, Manila, Philippines
Associate’s Degree in Arts and Sciences in Physical Therapy
1994

Languages

  • English – speak fluently and read/write with high proficiency
  • Filipino (Tagalog) – native language

Memberships

Filipino Folk Arts Theatre, Inc. (FFATI)
1996-2001

Dallas Community Television, Inc.
1996-2000

PTA Board for Sally B. Elliott Elementary, Irving, Texas
2012-2013