Jira
Patrick Santos
Technical Operations Lead
1-chōme-23-18 Higashinakayama, Funabashi, Chiba
Summary
Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
11
11
years of post-secondary education
2
2
Languages
Work History
Technical Lead, Operations
Rappler Inc.
12.2018 - Current
- Take charge fielding incoming help requests from end users via both telephone and company communication methods.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Draft quality assurance policies and procedures.
- Plan, conduct and monitor testing and inspection of feature releases to ensure.
- Prepare reports to communicate outcomes of quality activities.
- Train stake holders regarding feature releases.
- Responsible for bug management systems.
- Develop automation test scripts for quality assurance and regression testing.
- Collaborate with other team members and stakeholders.
Intern
Maldavar Films
- Assigned to various tasks depending on the project (Videographer, editor, photographer)
- Hands on and engage in pre-production to post production
- Freely utilized skills as a videographer during shoots with minimum supervision.
Applications Support Engineer/Applications Developer
Philweb Corporation
11.2013 - 2 2018
- Creates test cases, flowcharts and user manual for existing systems
- Provides application support and guidance which may include service packs, upgrades and infrastructure
- Maintains appropriate levels of technical and procedural documentation
- Adheres to appropriate departmental procedures and practices
- Works with project teams to investigate complex issues, identify and implement solutions to re-occurring problems
- Performs monitoring of business applications and escalate reported problems and issues
- Provides internal and intensive report using MySQL and MS Office applications
- Manages the monitoring of the company’s products and services
- Handles technical assistance for the company’s products and services.
Technical Support Engineer
jTech Systems Corporation
04.2012 - 02.2013
- Assigned at San Miguel Corporation head office to troubleshoot Computer and system related problems inquired by the user through the customer support helpdesk
- Creates weekly and month-end report of services rendered to San Miguel Corporation for documentation purposes.
On-the-Job-Trainee
Unilab
05.2008 - 07.2008
- Assigned in the Information Delivery Department of UNILAB’s corporate Information Technology
- Introduced about the basic concepts and process flow of SAP Business Warehouse
- Documented AR/Reports module processes.
Education
Bachelor of Science - Information Systems
De La Salle-College of Saint Benilde
Manila, Philippines 04.2001 - 05.2012
Skills
Goal Setting
undefinedSoftware
Coda
Google suite
MS office
Amazon web services
Google cloud platform
Wordpress
Ghost inspector
Browser Stack
Timeline
Technical Lead, Operations
Rappler Inc.
12.2018 - Current
Applications Support Engineer/Applications Developer
Philweb Corporation
11.2013 - 2 2018
Technical Support Engineer
jTech Systems Corporation
04.2012 - 02.2013
On-the-Job-Trainee
Unilab
05.2008 - 07.2008
Bachelor of Science - Information Systems
De La Salle-College of Saint Benilde
04.2001 - 05.2012
Intern
Maldavar Films
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