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
Task Prioritization
Status Reporting
Incident Management
Communication Planning
Analytical Thinking
Project Team Coordination
Attention to Detail
Software
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