AUBREY JEANNE BUGTONG
Singapore
Summary
Experienced with managing end-to-end integration processes, ensuring seamless system interoperability and enhanced operational efficiency. Utilizes advanced project management techniques to coordinate cross-functional teams and streamline workflows. Track record of leveraging analytical skills and technical expertise to drive successful integration projects.
Results-driven integration professional with history of delivering successful system integrations and optimizing organizational workflows. Adept at fostering team collaboration and ensuring project milestones are met with precision. Known for adaptability and reliability in dynamic environments, with strong skills in systems analysis and stakeholder communication.
Overview
20
20
years of professional experience
8
8
Certification
Work History
Integration Manager
NEC Asia Pacific Pte. Ltd.
10.2022 - Current
- Dedicated integration manager with a passion for driving successful projects and enhancing operational efficiencies
- Proven expertise in managing complex infrastructure initiatives across enterprise, government, healthcare, and internal service sectors
- Strong proficiency in AWS Connect and cloud infrastructure, with a solid background in cloud migration and integration projects
- Oversee and drive the successful implementation of infrastructure projects across various sectors, including enterprise, government, healthcare, and internal service operations
- A strategic thinker with a strong background in project management, service operations, particularly in sizing infrastructure projects and managing AWS Connect transformations
- Dedicated integration manager with a passion for driving successful projects and enhancing operational efficiencies
- Proven expertise in managing complex infrastructure initiatives across enterprise, government, healthcare, and internal service sectors
- Strong proficiency in AWS Connect and cloud infrastructure, with a solid background in cloud migration and integration projects
- Managed vendor relationships to ensure timely delivery of products and services while maintaining cost efficiencies.
- Evaluated emerging technologies to stay current with industry trends, ensuring continuous improvement of integration practices.
- Enhanced system efficiency by streamlining processes and integrating various platforms.
- Collaborated with stakeholders to identify integration needs, developing tailored strategies for successful implementation.
- Led server infrastructure development, quality assurance, staging and production systems.
EUC Team Lead / Incident Manager
NCS Pte. Ltd / Singtel
09.2017 - 10.2022
- Managing & leading a team of 12 EUC onsite engineers supporting around 4200 computing devices (PCs, NBs, printers) and approximately 12000 users on 5 Main sites (Changi Airport Terminal 1-4, SATS Airfreight Terminal 1-6, SATS Inflight Catering 1, SATS Inflight Catering 2 /SMC) & other sites such as those in Pandan Loop, Buroh Lane,& MBBS
- Proactive management of EUC engineers to ensure SLA are met for Incidents, Requests and Problems
- Manage internal team escalations to ensure in delivering great customer service
- Managing staffing levels required to successful achieve both BAU and project requirements, as well as managing holiday, sickness and annual leaves
- Engagement with the customer's Technology (I&T) management team on a weekly basis to discuss updates, services issues, new initiatives, process improvements, and other matters arising pertaining to EUC matters
- Motivates and encourages my team to excel in their performance
- Planning and engaging with customers on the Tech Refresh exercise (upgrading matured leased assets)
- Managing Window 10 project team on the current windows migration to ensure that the transformation, planning, deployment is properly done
- Providing a monthly report on patching
- Maintain proper documentations, records and process
- Added role as Incident Manager to monitor/manages incidents on high severity and to resolved timely by the resolver group and provide update to customers
- Responsible to report on the root cause, resolution and possible action plan if necessary
- Also managing billing on End User Computing assets across SATS
SME (Subject Matter Expert)
NCS Pte. Ltd.
10.2010 - 09.2017
- As a SME (Subject Matter Expert) leading a team of about 4 to 5 Service Desk engineers assisting the team on desktop technical assistance, Incident analysis and trends, reporting and also providing ways on any improvement that will benefit the team in terms of current processes
- Supporting more than 2000 users in the Ministry of Education (MOE) project for HQ and schools in whole Singapore
- Objective: To be able to assist in the day-to-day operation, assisting the Service Desk team lead in managing small groups and to be able to contribute to the improvement of the current processes
- Provides the weekly Average Handling Time (AHT) report showing how individuals are progressing on their month to date performance
- Report to Managers on any trending issues that may arise to a high volume of calls
- Oversee the team during weekends as we are schedule to work one Saturday per month
- Managing SLA during off peak hours and weekend
- To provided technical assistance to the team in providing trainings and answering queries pertaining to day-to-day operation
- Provides coaching and mentoring to agents
- Responsible for ensuring that all incidents reported are categorized and allocated efficiently and correctly by performing monthly error checking on the incidents logged by team members in Service Desk Remedy portal to ensure on the accuracy of the reports
- Helping colleagues in the team in increasing their individual morale
- Motivates and encourages my team to excel in their performance
- Been Top SME for 3 consecutive quarters in FY 2016-2017
- Proposed Continuous Service Improvement (CSI) plan on team Average Handling Time leading to a 10% improvement
- Conducted internal training on Wireless Network and Desktop troubleshooting for new business (MOEHQ) onboard
- Being a POC for agents when needs arise
Team Captain/Lead for DISH Satellite Network
Synnex-Concentrix Corp. (former Link2support Inc.)
01.2008 - 01.2010
- Manage a team of 10 Technical Representatives supporting more than 5000 users using DISH Satellite network in USA
- Establish processes to identify, track, escalate, resolve and report user problems
- Conduct Monthly Operation meeting with the customers for the trending and analysis of Incidents, Service Request reported
- Lead the team to meet and exceed contractual SLA
- Close collaboration with Operation Manager to ensure the operation run smoothly
- Produce and thorough review on weekly Team Operation reports to identify gaps or lapses for training opportunity
- Manage and implement Continuous Service Improvement Plan on Team operation processes and procedures
- Team supervision and performance management
- To provide high CSAT (Customer Satisfaction)
- Training team members
Technical Support Specialist
Synnex-Concentrix Corp. (former Link2support Inc.)
01.2007 - 12.2007
- Provides good customer service
- Working as a technical support on DISH Satellite Network - check satellite signals and help our clients to get their system to work through satellite antennas
Product Support Specialist
Synnex-Concentrix Corp. (former Link2support Inc.)
01.2006 - 12.2007
- Responsible for troubleshooting higher Linksys products (LAN/WAN, wireless network devices, specialty devices such as VOIP (CIT Phones), Video Camera, Print servers, Gateway, wireless bridge, Media Center)
- Has been pointed as a Point Person of a team - assisting team leader, handling escalated calls and helping colleagues and member to any technical concerns
Product Support Representative
Synnex-Concentrix Corp. (former Link2support Inc.)
01.2005 - 12.2006
- Responsible for troubleshooting Linksys Products (Wired/Wireless Ethernet/USB adapter, hub, modem, switches, router, bridge, Range Expanders, LAN)
- Provides good customer service
Education
Bachelor of Science - Electronics And Communications Engineering
Mapua Institute of Technology
Manila, Philippines01.2004
Skills
- Resource Management
- People Management
- Project Management
- Leadership
- Project Implementation (Infrastructure)
- Technical Project Leadership
- Decision-Making
- Adaptability and Flexibility
- Incident Management
- Root Cause Analysis
- Network
- Cloud
- AWS Connect
- Requirements Gathering
- Stakeholder Management
- Teamwork and Collaboration
- Quick Learner
- Problem-Solving
- Time Management
- Problem-solving abilities
- Multitasking
- Organizational Skills
- Team Collaboration
- Presentation Skills
- Canva
Certification
Certifications:
- Certified ITILv3
- Certified ITILv4
- Microsoft Certified: Azure Fundamentals
- Microsoft Certified: Azure AI Fundamentals
- Microsoft Certified: Azure Data Fundamentals
- Microsoft 365 Certified: Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Microsoft Certified: Power Platform Fundamentals
Course Attended: Leadership Training, Building Customer Relationships in a Virtual Environment, Effective Team Communication, Working with Data for Effective Decision Making, AWS Cloud Practitioner 2020: Cloud Security & Compliance, Embedding Data-driven Decisions into Organizational Culture, Rethinking Business Models to Enable Digital Transformation, Serving Digital Customers with Omnichannel, Expert Insights on Coaching, Being an Effective Team Member, Optimizing the Customer Experience, SCRUM Quality, Planning, and Completion: Quality & Productivity, Championing Digital Transformation , Cultivating Enterprise Agile, Enabling Business Process Improvement, Forging Ahead with Perseverance and Resilience, Managing for Operational Excellence, An Executive's Guide to Security: Protecting Your Information, An Executive's Guide to Security: Understanding Security Threats, Clarity and Conciseness in Business Writing,
Languages
English
Additional Information
References:
Ariel Paul Ruaro
Senior Tower Manager, Service Operations
NEC Asia Pacific Pte. Ltd
9091 9804
Nicos Teloniatis
Director of Cyber Security
Trustwave
9630 2548
Erene Wang
Service Delivery Manager of Cybersecurity
Trustwave
9171 7194
Timeline
Integration Manager
NEC Asia Pacific Pte. Ltd.
10.2022 - Current
EUC Team Lead / Incident Manager
NCS Pte. Ltd / Singtel
09.2017 - 10.2022
SME (Subject Matter Expert)
NCS Pte. Ltd.
10.2010 - 09.2017
Team Captain/Lead for DISH Satellite Network
Synnex-Concentrix Corp. (former Link2support Inc.)
01.2008 - 01.2010
Technical Support Specialist
Synnex-Concentrix Corp. (former Link2support Inc.)
01.2007 - 12.2007
Product Support Specialist
Synnex-Concentrix Corp. (former Link2support Inc.)
01.2006 - 12.2007
Product Support Representative
Synnex-Concentrix Corp. (former Link2support Inc.)
01.2005 - 12.2006
Certifications: ITILv3, ITILv4, Microsoft Certified: Azure Fundamentals, Microsoft Certified: Azure AI Fundamentals, Microsoft Certified: Azure Data Fundamentals, Microsoft 365 Certified: Fundamentals, Microsoft Certified: Security, Compliance, and Identity Fundamentals, Microsoft Certified: Power Platform Fundamentals
Course Attended: Leadership Training, Building Customer Relationships in a Virtual Environment, Effective Team Communication, Working with Data for Effective Decision Making, AWS Cloud Practitioner 2020: Cloud Security & Compliance, Embedding Data-driven Decisions into Organizational Culture, Rethinking Business Models to Enable Digital Transformation, Serving Digital Customers with Omnichannel, Expert Insights on Coaching, Being an Effective Team Member, Optimizing the Customer Experience, SCRUM Quality, Planning, and Completion: Quality & Productivity, Championing Digital Transformation , Cultivating Enterprise Agile, Enabling Business Process Improvement, Forging Ahead with Perseverance and Resilience, Managing for Operational Excellence, An Executive's Guide to Security: Protecting Your Information, An Executive's Guide to Security: Understanding Security Threats, Clarity and Conciseness in Business Writing,
Bachelor of Science - Electronics And Communications Engineering
Mapua Institute of Technology
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