SHIELLA BUSTILLA EDNAVE

• Serve as primary contact for Singapore and other offices such as HK, SH and BEI in the Abacare Group for all IT related matter
• Oversee day-to-day IT operations and provide application support across all internal business units with no disruption, including telephony and other forms of electronic communications.
• Carry out daily operational tasks, user administration, housekeeping tasks and system monitoring to ensure the effective operation of IT Network & Infrastructure, software and Core Applications across the group
• Carry out IT installations, implementations, configuration, updates as required
• Maintain and control of all computer hardware and software inventory
• Develop, implement, and maintain IT policies, procedures, and other technical documentations
• Ensure all system and data have backups are in place and operating in an optimum environment; and conduct periodic system recovery tests
• Manage physical, IT and data security in the group.
• Work with Head Compliance & Data Protection Officer to ensure all regulatory requirements are met in the company/group
• Keep up to date on all system and technology matters with the aim of keeping group IT current and with the view of future expansions.
• Manage the annual IT budget
• Project lead in the development of in-house systems within the group
• Manageme external vendors

SYSTEM PROJECT MANAGER

• Administer, manage and design Training Management System’s process flow by creating mock-up (www.pebbl3s.com and www.rippl3s.com). Ensuring that the vendor developer will deliver all the requests to meet user’s expectation and requirements.
• 1st level support given to user having issues in TMS, otherwise, programming issue will be escalated to the developer for fix.
• Administer and update with the development of proposal for technical requirements, including understanding of the scope, plan, approach, past performance, and personnel.
• Analyse proposal requirements to ensure compliance and identify any issues or concerns that need resolution prior to submission.
• Responsible to ensure all tickets (task, improvements, features and bugs) requested are log in Jira and monitor their status in a timely manner.
• Coordinate and schedule client meetings and conference calls with regards to the project initialization and implementation
• Always looking for ways to streamline and integrate process improvements by using mobile devices technology to link to the system for much efficient and productive day-to-day tasks.
• Proposed better cloud computing storage for the system.
• Tracked project progress using project management tools, providing regular status updates to senior management and stakeholders.
• Participate in System Audit

NETWORK/IT DUTIES

• Provided exceptional technical support to end-users, troubleshooting hardware and software issues, and delivering timely resolutions.
• Maintained and updated IT documentation, including user manuals, knowledge base articles, and standard operating procedures.
• Assisted in the setup and configuration of workstations, peripherals, and network devices, ensuring a secure and efficient computing environment.
• Conducted software updates, patches, and security measures to safeguard against vulnerabilities.
• Conducted training sessions for staff on new technologies and applications, enhancing their technical skills and productivity.
• Played a key role in the successful migration of Microsoft 365, resulting in cost effective solution and user's productivity
• Proactively identified and resolved technical issues to minimize downtime and optimize system performance.
• Conducted regular audits of IT systems, ensuring compliance with security protocols and industry standards
• Manage/Coordinate in putting up a new office or Training centres nationwide, which relates to all IT/Network matters.
• Gather and collate quotations from multiple vendors for IT office equipment.
• Procure new computers, servers and network devices
• Provides comprehensive template for report purposes using Excel file for operation’s department usage
• End-to-end management of operational project (le Relocation) from the initialization, planning and to the execution phase (status update, tracking and implementation)
• Purchase Domain names, Web hosting, SSL, assist our developers to manage DNS hosting
• Manage training operations by ensuring Trainers can deliver their class successfully using IT devices such as training laptops, IPADs, tablets, projectors and speakers

• Collaborated with stakeholders to define project requirements, objectives, and deliverables, ensuring alignment with business needs.
• Coordinated with vendors and suppliers to procure hardware, software, and services, negotiating contracts to achieve cost savings.
• Tracked project progress, providing regular status updates to senior management and stakeholders.
• Conducted post-project reviews to identify areas of improvement and incorporate lessons learned into future projects.
• Ensure all the service requests using Service Request Management System meet the SLA and handled properly
• In charge of Daily, Weekly, Monthly and Quarterly Statistical Report to operations
• To provide the exact number of requests that being handled or approved, submitted and cancelled
• To coordinate with the Lotus Notes Team all ID requests to be processed properly
• Coordinates between respective vendors, implementers & users for the daily operations
• Analyzing and refining SRMS design/process flow to enable a more efficient system beneficial to both client and internal customer
• Analyze the cause of breached service requests
• Monitor the i-Connect Portal for daily operations and maintain the server using DB2
• Provide monthly e-newsletter to the user and published in our iConnect portal using DB2 and HTML
• Responsible in presentation of monthly user behaviour for connect Portal hit rates to our Singapore Airlines (SIA) client
• Attend meeting for the Weekly Breached SRs with SIA client and to our Vendor (SITA, Lexmark and Lenovo for the progress of each breached SR.

• Responsible in analyzing call center trends including call volumes, call patterns, attrition rates and resource allocation to optimize manpower utilization in operations by placing its manpower in the right schedule based on the weekly call trends and client’s forecast..
• Utilizing workforce management software and tools to track and manage employee data, schedules, and performance.
• Handling multiple accounts like (Linksys, DISH and Synnex Sales)
• Uploading and adjusting the schedules of the assigned teams/accounts through our system.
• Coordinates with the main command center about routing of calls and problem that the agents have encountered using their accounts or logins in Dish smart or Dish web (one of the data base for the client’s information and the troubleshooting steps that the agents have done. And inform them the status of the sites.
• Responsible in collecting data needed for reporting purposes. Reviews accuracy of data presented in the reports.
• · Provides daily, weekly, monthly and yearly statistical reports to operations.
• · Real time monitoring the intra-day work volume (calls and work time).
• Track and report agent’s attendance and aux time.
• Coordinate with the team captains, supervisors and operation managers about the volume of calls, and abandonment rate.
• Performed analysis, prepares reports and statistical data for internal and external clients about the number of calls that are being routed to Link2support now Concentrix sites.
• Ensures client/customer goals are met by analyzing work volume variances to forecast.
• Provides an analysis regarding the Average handle time, average talk time, calls that been handled of every agent, service level and abandonment percentage.
• Create a template, which includes all the formulas that will help us compute all the needed data that our clients are requesting for the use of their billing.
• Coordinates with the team captains about the offences of their agents that being monitored.

• Provide quality technical support by configuring Linksys networking devices
• Initial configuration/setup of wired and wireless routers, wireless range expanders, wireless access points, wireless bridges, and wired and wireless network adapters
• Setup and troubleshooting of network problems related to Linksys products
• Phone and chat technical support for wired and wireless devices, as well as certain Linksys-specialty products
• Answering customers' inquiry about Linksys products and its features
• Train the user on how to use network printer and other devices.