Alan G Plasencia

Home Address: Blk29 Lot7 Nevada St. Landmark Subd. Parian, Calamba, Laguna Email Address:-Contact Number: - ALAN G. PLASENCIA WORK EXPERIENCE Nestle Philippines Inc. 31 Plaza Drive Rockwell Center, Makati City Tel Number: - IT Operations Executive IT Support Group (November 18, 2010 to present) Duties and Responsibilities:           Provide IT solutions, support and services to two major Nestle factories covering all the main areas of Information Technology (Network, Server, Client). Ensures that IS/IT Infrastructure supports the site requirements, while respecting and promoting IT standards, best practices, security and compliance, and service level objectives. Ensure a stable infrastructure environment for Information Systems; monitor and analyze problems that occur, ensuring that problems are identified and solved as rapidly and efficiently as possible. Oversee the provision of critical and essential infrastructure services. Recommends appropriate courses of action to specialists/developers/technicians and Site (Factory) Management on technical and infrastructure issues. Ensure that knowledge transfer happens to relevant IT Support Groups and other IT Towers Represents local and Regional IT Organization to Site (Factory) Management in all areas of Information Systems and Technology. Escalates IT concerns as necessary from the Site to IT Manager. Ensure that appropriate technical standards and procedures are followed and when necessary, convey business requirements to the IT Group when changes to existing or new standards are required. Ensure that the Site's IT needs are met and that infrastructure and operational projects are related and aligned to the business needs. Manage Top-down and bottom-up IT projects for the Site. Ensure that relevant IT Standards and Best Practices are adhered to, that mitigating actions are identified for IT risks within the Site. Perform regular IT audit and Disaster Recovery Plan (DRP) exercises within the assigned location to ensure compliance to applicable IT Policies and Guidelines. Identifies opportunities in IT for value-add process improvement for the site to drive quality up and costs down. Acts as Market Champion for Factory Floor ISIT covering all factories ensuring security and compliance in coordination with local IT and regional support Nestle Business Services AOA Inc. Supima E-Circle Malhacan Road, Meycauayan, Bulacan Tel Num: - local 2141/2192 Service Desk Associate First Level Support Department (April 13, 2009 to November 2010) Duties and Responsibilities:  Primary function is to provide Service Desk support to SSC EUR and NBS AOA  Records and updates all inquiries, requests, and issues in the Help Desk System  Responsible for providing first line support to end users who are in need of assistance to efficiently perform their duties  Dispatches problems and requests to Resolution Groups  Follows defined Escalation Procedures for critical/unresolved problems or issues  Communicates Systems Availability and Degradation to stakeholders  Performs User Account Management in Active Directory for SSC EUR  Performs SAP User Administration for SSC EUR  Generates Monthly Operations Review (MOR) and Weekly Service Level Report  Ensures compliance of Service Desk members to Best Practices  Responsible in creating/updating Service Desk documentation and operational procedures, suggests/creates value-added processes/practices that will enhance Service Desk operations Société Générale de Surveillance [SGS Gulf Ltd ROHQ] 20/F Citibank Tower PH - 1200 – Makati City Tel Num: - User Administrator IT Application Support Department [November 2008 to April 10, 2009] Duties and Responsibilities:  Provide user access to the business application to be used based on the user requirements in accordance to defined business rules  Ensure Tasks generated if any by the supported applications are correct  Enforce user administration policies  Keep track of the changes that affect user roles and make the necessary changes and information dissemination CSV SOLUTIONS INC. 5897 Unit G., Matilde St., Makati City Tel Num: - Service Desk Analyst / Technical Support of NESTLE PHILIPPINES, INC., Information Systems Department assigned to Cabuyao Factory [October 2006 to November 2008] Duties and Responsibilities:  Primary function is to provide the primary interface between the Information Systems Department and Cabuyao Factory Nestle Philippines, Inc. employees  Responsible for providing first line support to end users who are in need of assistance to efficiently perform their duties  Ensures that all customers are assisted in a timely and professional manner, and within the policies and procedures of the Information Systems Department         Responsible for first level of customer service support. Screens, refers, and diagnoses all inquiries, work requests, and reported issues related to IT-supported systems and equipment Records and updates all inquiries, requests, and issues in the Help Desk System (Peregrine) Performs troubleshooting on problems related to PC Hardware, Operating Systems, and Applications Handles network cabling and telephone systems maintenance and support Performs Daily, Weekly and Monthly Server Backup for Cabuyao Factory Servers Take part on performing User Profile Audit activity Dispatches problems and requests to other IT organizations Follows defined IT Escalation Procedures for unresolved problems or issues Service Desk Analyst/Team Lead of NESTLE PHILIPPINES, INC., Information Systems Department [August 2004 – September 2006] Duties and Responsibilities:  Primary function is to provide the primary interface between the Information Systems Department and Nestle Philippines, Inc. employees  Responsible for providing first line support to end users who are in need of assistance to efficiently perform their duties  Ensures that all customers are assisted in a timely and professional manner, and within the policies and procedures of the Information Systems Department  Responsible for first level of customer service support. Screens, refers, and diagnoses all inquiries, work requests, and reported issues related to IT-supported systems and equipment  Records and updates all inquiries, requests, and issues in the Help Desk System  Performs SAP User Administration  Perform basic troubleshooting on problems related to PC Hardware, Operating Systems, and Applications  Dispatches problems and requests to other IT organizations  Follows defined IT Escalation Procedures for unresolved problems or issues  Records and documents all system outages  Performs Platform Administration for the Local Area Network (LAN) and the Nestle Mail System using AD. Adds, edits, and deletes users from the LAN and from the mail system  Generates Weekly and Monthly Reports based on the records from Help Desk System  Responsible for the initial and ongoing training of Service Desk personnel  Provide backup support to new Team members  Responsible in updating existing Service Desk documentation and operational procedures, create new processes and suggest process or propose innovative ideas that will enhance Service Desk operations  Develop and maintain Service Desk shift schedules MICROSERV (May 13, 2003 to August 4, 2004) LG 5 The Peninsula Court, 8735 Paseo De Roxas cor., Makati Ave., Makity City Tel Num: - Service Desk Agent of NESTLE PHILIPPINES, INC., Information Systems Department Duties and Responsibilities:  Primary function is to provide the primary interface between the Information Systems Department and Nestle Philippines, Inc. employees  Responsible for providing first line support to end users who are in need of assistance to efficiently perform their duties  Ensures that all customers are assisted in a timely and professional manner, and within the policies and procedures of the Information Systems Department              Responsible for first level of customer service support. Screens, refers, and diagnoses all inquiries, work requests, and reported issues related to IT-supported systems and equipment Records and updates all inquiries, requests, and issues in the Help Desk System Performs SAP User Administration Perform basic troubleshooting on problems related to PC Hardware, Operating Systems, and Applications Dispatches problems and requests to other IT organizations Follows defined IT Escalation Procedures for unresolved problems or issues Records and documents all system outages Performs Platform Administration for the Local Area Network (LAN) and the Nestle Mail System. Adds, edits, and deletes users from the LAN and from the mail system Generates Weekly and Monthly Reports based on the records from Help Desk System Responsible for the initial and ongoing training of Service Desk personnel Provide backup support to new Team members Responsible in updating existing Service Desk documentation and operational procedures, create new processes and suggest process or propose innovative ideas that will enhance Service Desk operations Develop and maintain Service Desk shift schedules EDUCATION - - 2018 – 2019 PERSONAL DATA Date of Birth Place of Birth Age Civil Status Height Catmon Elementary School Brgy. Catmon, Malabon, Caloocan City Pedro E. Diaz High School UP Side Subd, Alabang, Muntinlupa City DualTech Training Center Computer Technology 217 Edsa Ext., Pasay City Rizal Technological University (Undergradaute) BS Computer Engineering Boni Ave., Mandaluyong City Manuel S. Enverga University ETEEAP / BS Information Technology Lucena City, Quezon Province : May 10, 1980 : Estancia, Ilo-Ilo : 39 : Single : 5’7 REFERENCES Arthur R. Enriquez IT Manager Nestle Philippines Inc. – Makati City | - Glenn P. Rodriguez IT Infrastructure Executive Nestle Philippines Inc. – Makati City | - Odinah Castillo NCE Lead Nestle Philippines Inc. – Makati City | -