Maria Melliza Cruz

Maria Melliza Villanueva Cruz Professional Goals Technically inclined with 10+ years of hands-on experience delivering valuable service, providing technical support, incident management, career coaching and content writing in IT Operations. Skilled in aligning client expectations with the team's goals therefore producing quality results. Keeping my professional development continuously improving to stay competitive and enhance my performance. Get in touch! Mobile: - Email:-Address: 1136 Avocado St. Christ the King Village Brgy. Bagbaguin Valenzuela City 1443 Linkedin: linkedin.com/in/maria-melliza-v-cruz/ Work Experience Instructional Content Engineer Crossover, remote | January 2019 - August 2019 Developed help content for Optiva and Aurea products; Consolidated all required deliverables for Q1 to Q2 2019 of all products whereby meeting each quarter's goal with the client's; Integrated learning and development on help conversion projects using authoring tools such as MadCap Flare, DITA and OxygenXML; Facilitated communication among the stakeholders for the documentation project. Productivity Coach and Analyst Crossover, remote | March 2017 - December 2018 Administered personalized coaching sessions based on performance of the teams in IT Operations (Engineering, QA Manual Testers, Source and Maintenance teams) where cost per unit was reduced to 25% for each quarter from Q2 2017 to Q3 2018; Enhanced the content of training materials for WorkSmart Pro for managers with clear emphasis on meeting quality bars; Conducted productivity trainings for WS Pro Bootcamp and WS Pro Compliance. Network Service Desk BigAir Group Limited, remote | January 2015 - May 2016 Managed declaring event outages, proactively identified the cause and the resolution and ensured follow up calls were made; Specialized in providing technical support for both corporate and wholesale clients utilizing networking tools such as Dude Server, Cacti, BAAMs, SCG, Zone Director, Smokeping, and Bria. IT Analyst | SME CSC Malaysia SDN BHD | December 2012 – May 2014 Committed to provide technical assistance to both corporate and wholesale clients of Beckman Coulter prioritizing scheduled incidents; Easily identified Critical and High Severity incidents and initiated the REACT process as applicable. Incident Management Coordinator Stefanini, Philippines | July 2012 – December 2012 Enforced the fast resolution of incidents following the disciplines in Incident Management which minimized the impact to the client; Enlisted and analyzed end-to-end service restoration activities by identifying proven resolution and workarounds; Facilitated communication within Service Restoration Teams (SRTs) on importance of Escalation and Notification (E&N) process which created clarity and improved team collaboration. Work Experience cont. Technical Solution Specialist | Financial Helpdesk Siemens (now ATOS), Philippines | November 2008 – July 2012 Licenses and Certificates Licensed Electronics and Communications Engineer PRC ID 26453 April 2002 ITIL V3 Foundation January 2014 Creative Web Design July 2021 Entrusted to provide immediate resolution to technical and account-related issues of Hewitt utilizing Clarify, Remedy, Lotus Notes 6.0, Sametime 3.1 and 8.0, PCOMM, RSA SecurID, Active Directory, Novell, Windows XP, Office 2002, Adobe Acrobat, Internet Explorer, McAfee Antivirus, F5 VPN, TBA GUI/ Navigator, MVS/ Mainframe Systems, MS Outlook 2007, Office Communicator, Sharepoint, Lync, etc. Knowledgeable on PC hardware architecture and operating system internals, Blackberry Enterprise Server functionality, and Network/Local printers; Implemented best practices as part of Financial Helpdesk team and specialized in usage of Peoplesoft 8.0, 9.0, FN, Time Entry, Business Operation Suite, IBM Content Manager, Accounts Payable, Accounts Receivable, etc. Education BS Electronics and Communications Engineering 1996 - 2002 University of the East, Caloocan City Philippines High School 1992 - 1996 St. Theresa’s College, Quezon City Philippines Grade School and Preparatory 1985 - 1992 St. Theresa’s College, Quezon City Philippines Specializations Adobe Photoshop HTML CSS Javascript Bootstrap XML MS Office Suite Active Directory Content Management Time Management Technical Support Productivity Coaching Technical Communication Languages Spoken English (Professional) Filipino / Tagalog (Native)