Kathryn Ann Chua

• Client facing, supporting client on-boarding implementations -Responsible for future state Revenue Generating process design of new Global client engagements, expansions of existing International partnerships, migrations to SREVs SFDC 1P technology stack and supporting business optimization services.
• Provided solution process advisory services to customer success leaders.
• Part of business process improvement team that proactively drives business process improvement, targeted process engineering & Transactional Process Design Analysis.
• Promote Process Standardization - identify variability in operational protocols and understand opportunities of common denomination Support Transformation - Transition of Low Complex/High Volume transactional processing & Sales enablement back-office activities to low cost centers -Drive Process Optimization - Removal of non-value add wastage activities and increasing value proposition services of client delivery team by the use of LEAN, Six Sigma.
• Hewlett Packard Enterprise / DXC Technology Intellectual Property Center, Upper Mc Kinley Road, McKinley Hill Cyberpark, Taguig, 1634 Metro Manila, PH April-2015 June-2017 Customer Program/, -Handled procurement process for product orders with their costs specifications and timelines to vendors and suppliers.
• Coordinated billing, delivery, scheduling of purchases and assigned for placing orders for servers and software.
• Engaged regularly with service lines and account delivery managers to ensure existing processes are met for global and contractual requirements -Ensures data accuracy and maintenance of assets during their operational life on the account -Collaborates with contracts and purchasing representatives to ensure maintenance and licensing agreements for IT assets are appropriately drawn up, executed and renewed as necessary -Became a part of P&G Service Excellence Team -Coordination between procurement, RU billing and maintenance teams for asset reporting accuracy
• Enhanced existing process to adapt the requirements and performance.
• Monitored timelines and flagged potential issues to be addressed.
• Stuck to pre-determined schedules and worked with subcontractors to cut costs and complete projects on time and under-budget.
   
• Increased effectiveness of bidding processes by reviewing contractor scopes and material takeoffs.
   
• Appraised damage by performing [Type] site assessments and structural evaluations.
   
• Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
   
• Managed [Number] employees to complete over $[Number] in [Type] and [Type] projects to ensure optimal efficiency.
   
• Developed and trained junior team members by utilizing industry experiences to ensure optimal project strategy.

-Handled procurement process for product orders with their costs specifications and timelines to vendors and suppliers.

-Coordinated billing, delivery, scheduling of purchases and assigned for placing orders for servers and software.

-Engaged regularly with service lines and account delivery managers to ensure existing processes are met for global and contractual requirements

-Ensures data accuracy and maintenance of assets during their operational life on the account

-Managed and prioritized incidents, performed associated procedures to solve problem incidents and to restore normal service operation as quickly as possible

-Managed incidents through its lifecycle until successful closure

-Communication of critical and high priority incidents and Monitoring of tickets and taking the actions necessary to meet service targets

-Responsible for planning and coordinating all the activities required. Reported incidents towards driving efficiency of restoring outages.

• Identified, diagnosed, and resolved L1& L2 software issues for users by providing solutions and delivering quality response and service -Provided solutions to end-users and delivered quality response and service on a daily basis -Ensured that any issues are documented, prioritized and resolved within a given SLA -Supported login issues such as account locked, password reset, creation, enabling, disabling of accounts on Active Directory and escalate issues to next level of support for different kind of problems within a given SLA Netsuite Philippines.

• Supported users/system administrators as the primary contact for application support questions, usability issues, software enhancement requests and overall product understanding for Open Air and Quick Arrow software -Analyzed the required details for the progress of releases such as system requirement specifications and change request.
• Knowledgeable with professional services automation software.
• Handled email and phone support, inbound and outbound calls and other integration and report inquiries.

• Provided detailed and clear troubleshooting steps to corporate users for connection issues on AT&T's VPN Client via phone support (inbound and outbound calls) -Performed customer verification, call problem validation, documentation and technical problem analysis during a live call handling, Provided effective and consistent technical support to end users, performed technical solutions and troubleshooting for AT&T Internet Business Service on internet dial up connection issues and email maintenance -Performed different tasks on answering customer inquiries received via phone support and other applications.