Gatbonton, Audrey Ann L.
63 Bagong Silang St., PAL Gate 2,
Pasay City, 1300
Contact Number:-
E-mail:-
EDUCATION
Bachelor of Science in Information and Communications Technology
San Beda College, Manila-, Graduated October 2012
Secondary Education
St. Mary’s Academy, Pasay City-
Primary Education
San Juan Nepomuceno Elementary School, Pasay City-
CERTIFICATIONS
Adobe Photoshop – St. Ives School (TESDA Accredited), 2013
Macromedia Flash - St. Ives School (TESDA Accredited), 2013
PROFESSIONAL EXPERIENCE
Accenture
June 10, 2013 – Dec 13, 2013
Service Desk Analyst
Part of project CIO that provides level 1 support for internal clients ( Accenture employees of Canada & USA ), assisting in assuming initial ownership for the coordination, investigation and documentation of customer and system incidents, assisting in interpreting problems or errors at a basic level and helping in the assessment of risks of events and escalating appropriately to protect client services.
Wizardsgroup, INC
Dec 16 2013 – Dec 15 2014
Functional Consultant, Ticket Manager, Problem Manager
Provides application support for client’s employees including account issues, problem analysis and resolution, maintenance and support for application, creation, deletion and modification of user accounts and users’ access
Ticket Manager
Responsible for assigning tickets to appropriate team members o Checks if the details in the ticket are correct and clear
Reassigns tickets to appropriate team ( if necessary )
Problem Manager
Responsible for contacting markets if there’s a severity 1 issue
Responsible for keeping the Known Error Database
Responsible for providing RCA to markets o Weekly meeting discussing statistics of tickets, issues and resolutions
Citibank
May 4 2015 – present
Information Security Administrator
Member of Global ID Administration – pioneer of Terms & Revos team that handles deprovisioning of user accounts/entitlements of over 800 applications (Wintel, UNIX & Business apps).
Checker function ( validates/authorizes requests done by makers )
Responsible for contacting support teams to resolve issues
Responsible for monitoring and closing outstanding items
Responsible for attestations for on boarding applications
Citi Lean Apprentice for Research and Reengineering projects
SKILLS
Fluent in English & Filipino - oral and written communication
Accurate and attentive to details
Exceptional organization and prioritization skills
Self-motivated
Outstanding problem solving skills
Adaptability and ability to work under pressure
Fast-learner and easy to train
Mastery of Microsoft Office Programs
Competent and professional in dealing with clients and colleagues
Mastery with Windows operating systems
Consistent in producing quality and quantity of work (ticket-handling)
ACHIEVEMENTS & AWARDS
Praise awardee for successful transition of applications from Mexico to Manila (600 applications)
Participant of Continuity of Business (COB) initiatives
Praise awardee for closing long outstanding items for Credit Risk Interface and Credit Analysis Tool applications
Rolled out one bright idea – Known Error Database
Representative of Manila team for the global EERS Redesign Project
Praise awardee for completing and participating the Citi Lean workshop
