Aubrey Ann Palor

Aubrey Ann AUBREY A N N PPalor ALOR CONTACT - ABOUT ME Experienced IT Manager with a Bachelor of Science in Nursing and 15 years of combined experience in BPO and IT industries. Skilled in IT - service management, leadership, and optimizing technology infrastructure Present: Metro Manila to enhance business operations. Background includes customer service, Permanent: Bacolor, Pampanga healthcare, insurance, mortgage coordination, talent acquisition, and compensation & benefits. Adept at leading diverse IT teams, fostering EDUCATION BACHELOR OF SCIENCE IN NURSING OUR LADY OF FATIMA UNIVERSITY collaboration, and implementing ITIL frameworks to improve service desk efficiency, incident management, and problem resolution. Passionate about delivering exceptional IT support and driving continuous improvement. 2005 - 2009 METROPOLITAN HOSP COLLEGE OF NURSING 2004 - 2005 SKILLS Team Leadership and Development People Management IT Strategy and Planning IT Service Management Incident, Problem and Change Mgt. Vendor Management and Negotiation Budgeting and Cost Control IT Asset Management TOOLS/SOFTWARE EXPERIENCE GLOBAL IT SERVICE DESK MANAGER deugro Philippines Inc. April 3, 2023 - February 24, 2025 Responsible on the cross-functional team with a common goal of delivering the best possible experience to our clients and driving the preparation and coordination IT Service Desk Service Level, employee performance documentation and liaise on account requirement Collect and produce impeccable operational data in an efficient manner Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end Track and analyze trends in Service Desk requests and generate statistical reports. Oversee the incident management process, including the logging, prioritization, investigation, resolution, and closure of incidents. Ensure that incidents are • Service Now | KACE | Fresh Service properly documented and that root cause analysis is conducted to prevent • RDP | LMI | Team Viewer recurrence. • Five9 | BYON • VM Ware | Citrix | AVD TRAINING CERTIFICATION Lean Six Sigma (Yellow Belt) Certified ITIL Foundation v4 Certified Build and maintain strong relationships with internal stakeholders and endusers to understand their needs, address concerns, and solicit feedback on IT services. Act as a liaison between the IT department and other business units. Foster a culture of continuous improvement within the service desk team by encouraging innovation, learning, and professional development. Identify opportunities for automation, process optimization, and technology upgrades to enhance service delivery. Collaborate with department heads to assess technology needs and successfully implemented cost-effective solutions. Agile Excellence: Scrum Master Developed and maintained IT policies and procedures to ensure compliance Mastering Project Management Essentials with industry standards and regulations. Incident, Problem, & Change Management Conduct New Hire Orientation Establish and monitor L1, L2 and L3 queues to ensure maximum efficiency Managing hardware, software, and other technology assets Establish metrics and development plans for the team, providing Define and monitor service level agreements (SLAs) and regular performance feedback throughout the year. operational level agreements (OLAs) Timely management and responsiveness to channel support Track performance against service level agreements (SLAs) and queries and escalations related to systems, processes and operational level agreements (OLAs) targets and take corrective communication. actions as needed to address any deviations or service quality Accountable for change management of go to market, customer issues. experience, system and process improvement initiatives. Manage vendor relationships according to our operational Review the performance on the key process metrices and needs. Review PO and accountable for Operations budget. conduct RCA to improve quality parameters Collaborate with key stakeholders, including cross functional teams, to integrate IT solutions seamlessly into business operations. Continuously review and improve service desk processes & procedures to enhance efficiency, quality, and customer satisfaction. Implement best practices such as ITIL (Information Technology Infrastructure Library) frameworks to standardize Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Review KPI quarterly to make sure that it is updated Responsible for the development and maintenance of standardized work practices and processes that support IT Service Desk & EUC activities. service delivery. SERVICE DESK TEAM LEAD Maintain accurate records of all IT assets owned by the Microsourcing (Roundpoint Mortgage) organization, including hardware, software licenses, and related February 3, 2020 to September 5, 2020 documentation. Coordinate the procurement process for IT assets, including Lead a team of Service Desk by providing guidance and support identifying during the delivery of technical support services. requirements, evaluating vendors, negotiating contracts, and purchasing equipment and software licenses. Develop an operational plan for the team including allocation of Manage the deployment and installation of IT assets across the resources. organization, ensuring that they are properly configured. Ensuring efficient use and data integrity of the Service Desk, Track the costs associated with IT assets, including acquisition, adhering to SLAs while taking proactive measures for improved maintenance, and disposal expenses. Identify opportunities for performance/efficiency. cost optimization and efficiency improvements. Supervision of the Service Desk. Responsible for the overall Develop and implement processes for managing the entire health and scorecard of the team. lifecycle of IT assets, from acquisition to disposal. This includes Supervision of dispatching, allocation & scheduling of tickets planning for upgrades, replacements, and decommissioning of and workloads. obsolete assets. Manage Service Level Agreements (SLAs) for responsiveness, Establish relationships with IT vendors and service providers to completeness of solutions provided, and user satisfaction ensure timely support, maintenance, and updates for IT assets. Establish and optimize schedules to keep staff coverage and Identify and evaluate potential vendors based on their service in line with forecasted demands capabilities, expertise, reputation, and alignment with the organization's requirements and objectives. Monitor and control costs associated with vendor contracts, services, and products to optimize spending and achieve cost savings where possible. SITE/SERVICE DELIVERY MANAGER (INTERIM) Microsourcing (Roundpoint Mortgage) September 7, 2020 to April 1, 2023 Provide reporting on call volumes, change and incident trending within the IT Infrastructure and Service Desk. Responsible for monitoring the day-to-day performance of the IT and oversees the allocation and optimization of all resources. Ensures that KPIs, metrics and overall satisfaction goals for both customer and employees are met. Responsible for monitoring agent calls, analyzing performance, and providing feedback for process improvement in quality and service standards Act as an effective escalation point of contact for all issues and requests coming to Global Service Desk, ensuring Service Level Agreements (SLAs) are upheld SERVICE DESK QUALITY ANALYST Microsourcing (Roundpoint Mortgage) July 15, 2019 to February 1, 2020 Process improvement - Conduct process review, develop process and procedural documentation and continuous process improvement. Performance monitoring - Conduct regular audits on ticket Handle escalations effectively by providing chronological handling procedures including service desk communications analysis when needed. (email, voice and chat). Gather and validate work performance Operational Management data. Monitor and test fixes to ensure problems have been Reporting - Data gathering and validation, report generation and adequately resolved. presentation. Oversee the development, implementation, and administration Training - Conduct training on technical subjects and all of service desk staff training, procedures and policies. applicable IT service desk processes. Lead, coordinate and allocate incidents and requests. Reporting - Data gathering and validation, report generation and presentation. SERVICE HELPDESK TEAM LEAD WIPRO BPO PHILS. LTD (Gerdau Long Steel NA) April 20, 2018 to November 16, 2018 Lead, co-ordinate and allocate incidents and requests. Strategy and Planning Be an escalation point and provide co-ordination and support Analyze for the Service Desk during high severity incidents. documented resolutions, identify problem areas, and devise and Ensure processes are carried out in accordance with agreed deliver solutions to enhance quality of service and to prevent standards or procedures. future problems. Ensure documentation of incident resolution, where it may be Conduct research on emerging products, services, protocols and reusable is submitted into knowledge base. standards and effectively cascade updates to the team. Identification of problems or recurring incidents. Design and enforce request handling and escalation policies and Identification of trends in incidents and services requests logged procedures. and input for consideration as projects, upgrades, or problem Acquisition and Deployment management. Manage the processing of incoming calls to the Service Desk via Contribute to Service Level reporting to Management. both telephone and email to ensure courteous, timely and Contribute to team planning, decision making and service effective resolution of end user issues. improvement activities… Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency. Oversee development and dissemination of help sheets, usage guides, and FAQ lists. performance of Service Desk activities and SENIOR SERVICE DESK, END USER SERVICES (GLOBAL SERVICE DESK) SYNTEL INFOTECH (Willis Towers Watsons) September 4, 2017 to March 26, 2018 Create and execute roster based on trend and ensure shift and Make sure that PRIO tickets were created in the event that breaks are adhered by the team. there are outages. Proper procedures for PRIO tickets were Establish and optimize schedules to keep staff coverage and accomplished. Inform team leaders if there are PRIO tickets and service in line with forecasted demands call drivers that are affecting the queue. Responsible for monitoring agent calls, analyzing performance, Oversee operations floor in the event that the team and providing feedback for process improvement in quality and lead/management is not around (during lunch, meeting and service standards unplanned absences) Coordinate and/or perform hands-on fixes at the desktop level, PROJECT LEAD/MANAGER (INTERIM) including installing and upgrading software, installing hardware, WIPRO BPO PHILS. LTD (Gerdau Long Steel NA) implementing file backups, and configuring systems and November 19, 2018 to July 8, 2019 applications. Establish and enforce Service Desk service level agreements in Provide/cascade updates to the team members consultation with end users to establish problem resolution Extensive knowledge on Incident Management process and expectations and time frames. handling P1 / P2 outages. Collaborate with the departments to identify and/or procure Assess need for any system reconfigurations (minor or Service Desk software for internal staff and external clients. significant) Create and execute backup plans to effectively manage recommendations. shrinkage and attrition. based on request trends and make SERVICE DESK SHIFT LEAD (INTERIM) Provided support via Remote Control through Remote Desktop OCWEN BUSINESS SOLUTIONS INC. Connection, Log me in, Help Desk Pro, Team Viewer, Go to June 6, 2016 to September 7, 2017 Assist and Skype. POC for ticketing and emails from internal employee & client account issues and queries Make sure that PRIO tickets were created in the event that there are outages. Proper procedures for PRIO tickets were accomplished. Inform team leaders if there are PRIO tickets and call drivers that are affecting the queue. First line support- troubleshooting of client user account Follow up the status of the ticket in behalf of the user & communicate in a timely manner Escalate complex incidents/unresolved issues to second-level support team Analyze where to assign ticket depending on their issues Basic troubleshooting Provide/cascade updates to the team members. CUSTOMER CARE COORDINATOR Act as POC on compliance hits OCWEN BUSINESS SOLUTIONS INC. Contribute to the team’s long term business and strategic plans September 1, 2014 to October 30, 2015 by providing inputs and ideas. Handle escalated calls/emails Productivity Report for Email Track and analyze trends in Service Desk requests and generate statistical reports. Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency. Oversee development and dissemination of help sheets, usage guides, and FAQ lists. Create and execute roster based on trend and ensure shift and breaks are adhered by the team. Handling incoming calls from customers regarding their mortgage loans and making outbound calls to homeowners to collect loan payments, resolve delinquent loans, and address service inquiries Working with internal departments to escalate and resolve complex questions, ensuring a seamless experience for the customer. Utilizing required scripted materials and adhering to investor servicing guidelines, internal policies, and procedures to maintain consistency and compliance in all customer interactions. ANALYST, END USER SERVICES (SERVICE DESK) Processing mortgage payment OCWEN BUSINESS SOLUTIONS INC. Sending mortgage documents upon borrower’s request November 2, 2015 to June 5, 2016 Providing updates for their applied Modification Updating borrower’s contact information Identify the exact issue through effective probing and Handle customer complaints paraphrasing Assisting with policy changes, policy renewals, billing, and Provide initial assessment of categorization and prioritization claims for reported issues and provide support taking guidance from Walkthrough borrower’s to Ocwen website the team. Knowledge Base, targeting a highest level of first contact resolution Uses the appropriate Servicenow categories for logging INSURANCE EXECUTIVE EXL SERVICE PHILS (Lincoln Benefit Life) April to August 2014 incidents and requests. MEDICAL BILLING SPECIALIST Addresses and resolves basic incidents and requests; logs all EXL SERVICE PHILS (Guardian Life Insurance) incidents and requests; engages other service desk resources or February 2013 to March 2014 appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. Use of Active directory by unlocking, resetting of passwords, enabling and activating account, adding users to groups INSURANCE SERVICE REPRESENTATIVE EXL SERVICE PHILS (Travelers) June 2011 to January 2013 Troubleshoot basic VPN and Network issues CUSTOMER SUPPORT SPECIALIST Troubleshoot basic Outlook issues version 2007 – 0365 SUTHERLAND GLOBAL SERVICES (Ebay) November 2010 - May 2011