Lei Lopez

MARIALEI P. LOPEZ Email:-Skype ID: LeiLopez / Linkedin: https://www.linkedin.com/in/leilopez/ Mobile Number:- /- Belief: “Progress not perfection” Commendation: Vijay Kumar (Manager-RCL): “She can make things done regardless of the challenges and situation.” Yin Xiao Ying (Manager-JOS): “She initiates work load even if it’s out of job scope. Very efficient talent.” Alim Sinnette (Manager-BTI): “Easy to work with, very professional. Ambitious!” Vadims Popovs (Manager-BTI): “Sad to know that the product she is handling didn’t prosper, but she nails that account in a short span of time.” Seminars and Trainings Attended:-. Solve Problems and Make Decisions at Operations Level (Singapore) WQS: Deliver Service Excellence (Singapore) ESS: Communications and Relations Management Operations (Singapore) MS Visual Basic 2010 Workshop (Singapore) ITIL Foundation Level with examination (Manila) Project Management Professional based on PMBOK 5th edition (Manila) RH134 Linux System Administration level 2 (Manila) RH124 Linux System Administration level 1 (Manila) AppDynamics Pro In Action – Java Work Experience: Analytics and Monitoring Specialist / AppDynamics Product Owner Bayview Technologies Inc. -)            Spearheaded process management for installation of AppDynamics and making sure all applications across environment should be monitored. Install/configure agents using gitlab/ansible tower (automation) Provide best practices for Business Transactions, Service Endpoint, Service Availability, Data collector. Ensure licenses are adequate for the whole organization Setting up health rules and organize alert management queue for GNOC operations Spearheaded custom API alerting for code-base monitoring for all applications Setup Real-Browser and End-User monitoring to all our mobile applications Liaise with AppDynamics Support and consultants to provide support and analysis Ensures the availability and operability status of all applications via reports and dashboards Prepared weekly reports for key operation metrics to management and provide feedback for improvements Conducted training on the usability of AppDynamics Application Engineer (Tier 3) Bayview Technologies Inc. -)     Performed deployment of websites, web applications and services, hands-on troubleshooting and problem management. Tracked bugs and defects and collaborated with Development and QA team (in-house and offshore) in order to address bugs and defects. Participated in projects to ensure adequate reporting and work with Project Managers within project framework in order to achieve goals. Assisted in maintaining of policies to ensure infrastructure capacity that meets existing business requirements. Application Support Analyst RCL Feeder PTE LTD Singapore -)       To provide central application support for RCL Group of Companies. Attend to tickets on a daily basis. Work closely with business users and 2nd level support staff to resolve technical problems Prepare documentation and knowledge-base for internal/external reference Prepare weekly reports/scorecards for KPIs and management review User Management and account creation Customer Service Engineer (Service Desk role) Jardine OneSolution (2001) PTE LTD Singapore -)       Conducts problem analysis and first hand troubleshooting via phone, email and IM for end users. Provide accurate and timely logging of incidents Escalate difficult problems to the next tier User management and creation of accounts Execute tasks that in compliance with IT service SOP Able to train end-users about basic troubleshooting Workforce Analyst Advanced Contact Solutions, Inc. -)    Generates reports for the financial inbound campaign, forecasting modules and schedules Coordinates real-time occurrence and activities to operations Responsible for monitoring adherence and performance metrics in accordance with operational requirements Call-Center TSA / Supervisor Clientlogic, Inc. -) Company References: 1. Bayview Technologies Inc. – IT backoffice for ESL (Dafabet Online Casino) 43rd Yuchengco Tower RCBC Plaza, Ayala Ave. Makati City Telephone number: - website: www.dafabet.com 2. RCL Feeder PTE LTD – Feeder operator and shipping container lines 11 Keppel Rd., 8th floor ABI Plaza, Singapore Telephone number: - website: www.rclgroup.com 3. Jardine OneSolution (2001) PTE LTD – IT solution company 67 Ubi Avenue 1, #02-01, North Wing Starhub Green, Singapore Telephone number: - website: www.jos.com 4. Advance Contact Solutions, Inc. – BPO Bought by Alorica Inc. 5. ClientLogic, Inc. – BPO L22, Wynsum Corporate Plaza, 22 Ortigas Ave. Ortigas Center Pasig City