Jun 2022 – Jun 2024 · 2 yrs · Culver City, California, United States

• Support Lead Duties:
• End-user support via email, chat, phone, and in-person
• Implementation and monitoring support metrics to ensure productivity and performance improvements are achieved within the support desk
• Troubleshooting, brainstorming and reproducing user issues using lower UAT/Testing environments
• Creation, escalation, monitoring, verifying, and closure of user driven tickets submitted to the support desk
• Creation and maintenance of product backlog, support tracker, enhancement requests
• Creation of Monthly Case Stats Report for support desk
• Creation and maintenance of software documentation and processes
• In-charge of New Hire Training (Both Software functionality and Support Processes) including creation of training plan, scheduling and job shadowing
• Functional Validation of bug fixes and enhancements subject for deployment
• Creation and maintenance of outages and deployment related announcements
• Creation and handling of Data Requests and manual Data Updates
• Business Systems Analyst Duties:
• Gather requirements from end users and business stakeholders for application enhancements and change requests
• Assessment and coordination of application enhancements with UX/UI Designers, Developers, Quality Assurance Teams and Integration Partners for planning, design, risk assessment, effort estimates and resource distribution for application enhancements for Apple TV+ Application
• Technical Analysis, creation and refinement of enhancement user stories, change requests tickets via refinement sessions for Sprint Based Monthly Releases.
• Prioritization and defining scope for sprint base monthly releases
• Product Backlog monitoring
• Creation of monthly release scope documentation, go-live validation and deployment communications
• Participation and documentation of feedback/change request from business stakeholders during UAT sessions

Nov 2019 – Dec 2021 · 2 yrs 1 mo · Singapore, Singapore

• Provide support for general, internal and financial applications for Barclays VIP user via phone, chat and email
• Creation, monitoring and escalation of incidents and request through designated ticketing system (ServiceNow)
• Provide Virtual Desktop Infrastructure (Citrix) support VDI users globally
• Provide Tier 1 support for applications such as Bloomberg, Thompson Reuters, Eikon Trading Application Java, Microsoft Applications, Windows Applications, Mobile Applications for Android and Apple
• Provide support by utilizing applications such as Splunk, Aternity, ServiceNow, RSA SecurID Administration Tool, Skype Administrative Tools, Active Directory, LDAP
• Provide Tier 1 troubleshooting for MS Office issues such as Outlook 2010 -2016, Office365, word, Excel, PowerPoint
• Escalation and monitoring of cases to local and global support teams, second level technical support teams for complex cases
• Provide Onboarding support such as Account Administration and Application Account Request Processing and for newly onboarded employees
• Provide Service Desk Training for newly onboarded Service Desk employees
• Quality assurance for Japan Support Desk to ensure that quality metrics and process workflows are followed.
• Provide multilingual support services in Japanese language 90% (Native Japanese) and 10% English
• Manage interview scheduling, IT Knowledge Test, Japanese Language Assessment (Verbal and written) for shortlisted candidates. Includes phone and physical interviews.

May 2014 – Nov 2019 · 5 yrs 6 mos · Singapore

• Providing service desk support services for standard/ traders / sales / VIP High Profiles (VP to MD) to Deutsche Bank employees via based in Japan via phone, chat and email
• Creation, monitoring and escalation of incidents and request through designated ticketing system (ServiceNow)
• Provide Virtual Desktop Infrastructure (Citrix) support VDI users globally
• Provide Tier 1 support for applications such as Bloomberg, Thompson Reuters, Eikon Trading Application Java, Microsoft Applications, Windows Applications, Mobile Applications for Android and Apple
• Provide support by utilizing applications such as Splunk, Aternity, ServiceNow, RSA SecurID Administration Tool, Skype Administrative Tools, Active Directory, LDAP
• Provide Tier 1 troubleshooting for MS Office issues such as Outlook 2010 -2016, Office365, word, Excel, PowerPoint
• Escalation and monitoring of cases to local and global support teams, second level technical support teams for complex cases
• Provide Onboarding support such as Account Administration and Application Account Request Processing and for newly onboarded employees
• Provide Service Desk Training for newly onboarded Service Desk employees
• Quality assurance for Japan Support Desk to ensure that quality metrics and process workflows are followed
• Provide multilingual support services in Japanese language 90% (Native Japanese) and 10% English
• Manage interview scheduling, IT Knowledge Test, Japanese Language Assessment (Verbal and written) for shortlisted candidates. Includes phone and physical interviews.

Jan 2014 – Apr 2014 · 3 mos

• Analysis and Troubleshooting of FIX Messages (Financial Information Exchange) issues for NYSE traders
• Troubleshooting for CScreen, Appia, Sigma X, and other applications used for Financial Trading
• Oversees US, EU, and Asia Markets that trading via New York Stock Exchange
• Escalation and Access Request Handling for all NYSE Data Centers globally
• Provide support for Japanese Market traders for trading products such as Metabits
• Provide assistance for Japanese Clients via call and email supporting their day-to-day trading activities
• Troubleshooting and Analysis of OTC Derivatives Application
• Monitor, troubleshoot and testing of Trading Systems (Cscreen)used by Core Financial Institutions
• (Reference) *http://www.fixprotocol.org/ *http://en.wikipedia.org/wiki/Unix_shell *http://www.nyx.com

Apr 2013 – Jan 2014 · 9 mos

• Analysis and Troubleshooting of FIX Messages (Financial Information Exchange) issues for NYSE traders
• Troubleshooting for CScreen, Appia, Sigma X, and other applications used for Financial Trading
• Oversees US, EU, and Asia Markets that trading via New York Stock Exchange
• Escalation and Access Request Handling for all NYSE Data Centers globally
• Provide support for Japanese Market traders for trading products such as Metabits
• Provide assistance for Japanese Clients via call and email supporting their day-to-day trading activities
• Troubleshooting and Analysis of OTC Derivatives Application
• Monitor, troubleshoot and testing of Trading Systems (Cscreen)used by Core Financial Institutions
• (Reference) *http://www.fixprotocol.org/ *http://en.wikipedia.org/wiki/Unix_shell *http://www.nyx.com

Oct 2011 – Nov 2012 · 1 yr 1 mo · Singapore

• Creation of business proposals, marketing materials, product introduction, historical sales presentations for the marketing team (new and existing clients as well as client prospects)
• Provide market trend analysis and pricing analysis such as BAU, TCO, ROI for each client
• Client background checking and Client Environment Analysis (Infrastructure and Operations)
• Profit analysis for product, region, and licensing requirements
• Localization of English bidding Proposals to Japanese
• Creation of Japanese and English Tender Proposals (For Government Institutions)
• Pricing Proposals Analysis including ELA, EM and ROI for VMWare Products such as Private Cloud, SRM, EM, vCops, Hybrid Cloud, ITaaS
• Liaise with Country Managers, Marketing Managers, Sales Managers and Data Analysts globally for an effective and accurate client environment analysis
• Analysis of Sales/Marketing/Financial data and have them converted to graphical trend summaries
• Liaising officer for Malaysia, Japan, ANZ, Thailand, China, Hong Kong, Thailand, Vietnam, Korea, Philippines, and India to extend market initiatives and opportunities within their respective markets
• Project owner of self-service defined initiatives for ASEAN, APJ, and Japan
• Creation of Customer Case Studies
• Qvidian Administrator within the Asia Pacific Region (uploading, updating of data within Qvidian Online Tool. Generate templates and content for Qvidian. Testing and troubleshooting on Qvidian production environment)
• Customer Online Portal Administrator (generate, update, and upload data within the tool.

May 2010 – Sep 2011 · 1 yr 4 mos · Taguig, Philippines

• Data gathering, Data research, Data Filtering and Data input for company profiles based in Japan.
• Financial and Company Information translation for major and small medium businesses based in Japan (Japanese to English vice versa)
• Translation and proof reading of financial reports such as annual reports, interim reports, company profiles, press releases and board of directors from Japanese to English vice versa
• Financial Report Analysis and Evaluation to determine company’s financial status
• Data refresh and updating aging company profiles
• Market Research and Stock Analysis for Japan Market
• Corporate profiling of high-profile executives
• Usage of Japanese language 90% (Native Japanese) and 10% English Language

Jan 2009 – Apr 2010 · 1 yr 3 mos · Quezon City, Philippines

• Process owner for IBM’s internal HR, payroll and expense queries and escalations via call, chat and email
• Verification of submitted credentials
• Employment Verification for newly onboarded employees
• Requirement completion assistance for newly hired IBM Japan employees
• Issuance of system access, account creation for various applications, including creation of email and application accounts and passwords
• Point of Contact (POC) for internal and legal hiring protocols, employee benefits
• Supported other major IBM client accounts such as IBM Australia , Proctor and Gamble & Lenovo
• Assist and escalate queries regarding employment related issues such as medical insurance, leaves
• Answering reimbursement queries regarding incurred expenses during business trips, client meetings

Oct 2008 – Jan 2009 · 3 mos · Makati, Philippines

• Candidate search for major companies such as Toyota, Meiji Corp, Mitsubishi and other major and multi-national companies in Japan.
• Pooling of candidates through hiring websites, social events, and common public areas.
• Cold calling candidates for positions available for our clients
• Provide assistance in profile documentation for short-listed candidates
• Provide client-candidate face to face interview briefing and training
• Assist selected/ successfully placed candidates on requirements completion, onboarding process
• In-charge for updating and maintaining client profiles and employment requirements and vacancies
• Usage of Japanese language 80% (Native Japanese) and 20% English Language Support
• Translation of documents, reports from English to Japanese vice versa
• Candidate search for major companies such as Toyota, Meiji Corp, Mitsubishi and other major and multi-national companies in Japan.
• Pooling of candidates through hiring websites, social events, and common public areas.
• Cold calling candidates for positions available for our clients
• Provide assistance in profile documentation for short-listed candidates
• Provide client-candidate face to face interview briefing and training
• Assist selected/ successfully placed candidates on requirements completion, onboarding process
• In-charge for updating and maintaining client profiles and employment requirements and vacancies
• Usage of Japanese language 80% (Native Japanese) and 20% English Language Support
• Translation of documents, reports from English to Japanese vice versa

Jan 2005 – Jun 2007 · 2 yrs 5 mos · Japan

• Take minutes of English-Japanese meetings and interpret company activities to foreign clients and partners
• Summarize Employee Time sheet (Log Book) and compiling company expenses
• Make ticket reservations online & via phone call
• Submitting necessary documents and tax related docs to government offices and institutions
• Reservation for hotel, restaurant, townhall for meetings and other activities.
• Calling selected candidates for available positions.
• Interview scheduling, candidate onboarding, employee profile documentation
• Candidate credential verifications with issuing party/government institution
• Employment Verification for newly onboarded employees