PERSONAL PROFILE
Experienced Project Administrator with over 15 years of
professional career in the Information Technology industry.
Acquired deep experience managing operational projects
running simultaneously; thus leading the team not just
through a successful completion according to planned scope,
budget, and timeline but up until achieving its goal.
An organized and detail-oriented seasoned Coordinator who
has a variety of soft skills and industry knowledge that
provides the most comprehensive organizational and
management support.
AILEEN CRUZ
PROJECT ADMINISTRATOR
w/ e-Commerce Experience
WORK EXPERIENCE
IS PMO ADMINISTRATOR
GHD PTY LTD | March 2019 - present
Responsible on managing and coordinating operational project
requests from conceptualisation stage up to closing out reports
Coordinate stakeholders for flawless execution of projects
Maintains monthly operational project report as well as creating
and maintaining comprehensive project documentation
Maintains SharePoint site to monitor and track progress
Implements production, productivity, quality, and customerservice standards.
Optimising and improving processes and the overall approach
where necessary
SERVICE DELIVERY GOVERNANCE ANALYST
GHD PTY LTD | June 2017 - March 2019
Collaborate on a roadmap for service delivery systems and
process improvements focused around end user and internal
user’s efficiencies. Including system integrations, enhancements
and upgrades
Act as single point of contact to the users for coordinating
service delivery
IS PROJECT COORDINATOR
AREA OF EXPERTISE
With wide IT background and project management attitude, I
can wear different hats and support your business with the
following areas of specialty:
PROJECT MANAGEMENT / ADMINISTRATION SKILLS
•Scheduling • Business Development • Documentation and Template
Creation from scratch •Strategic Planning & Analysis • Vendor
Management •Negotiation Skills •Risk Management • Exceptional
Verbal and Communication Skills • Status Reporting •File
Management •Leadership
SERVICE DELIVERY / TECHNICAL SUPPORT
Ticket Management •Problem Management •ITIL Disciplines
•Resource Planning •Process Improvements •Customer Relations •KPI
CUSTOMER SERVICE
•Maintaining positive relationships with customers • Empathy •
Communication Etiquette •Time Management • Conflict Resolution
•Product Knowledge • Data Entry •Email and Ticket Management
TOOLS & APPLICATIONS
• Microsoft Office 365 • Microsoft SharePoint • MS Visio • One
Drive/Google Drive/Dropbox • Canva •MS Teams •Zoom •ClickUp
•Asana •Shopify •Waveapp
CERTIFICATIONS
GHD PTY LTD | September 2014 - June 2017
Responsible for the maintenance, administration and coordination of all project information managed through the GHD IS
Portfolio Office
IS SERVICE DESK TECHNICIAN
ITIL V3 Certified
Issued Dec 2014 No Expiration Date
Credential IdentifierCredential ID ITIL/MY790453
GHD PTY LTD | March 2012 - September 2014
ITIL Intermediate: Service Operation
Issued Dec 2016 No Expiration Date
SENIOR SYSTEMS EXECUTIVE
ACADEMIC HISTORY
Provided overall technical support to all company users, resolving
all issues in a timely manner.
COGNIZANT | JUNE 2010 - MARCH 2012
Specialize on the fulfillment of certain types of service request by
coordinating with different functional groups.
IT ASSOCIATE TELEPHONY
PAMANTASAN NG LUNGSOD NG
MAYNILA-
Bachelor of Science in Computer Engineering
SYKES ASIA INC | AUGUST 2001 - FEBRUARY 2008
Provided IT assistance on all local users including facilitating
telephony deployment and maintenance
CONTACT INFO
Email:-LinkedIn: linkedin.com/in/aileencruz
