Maria Lourdes Batistil
Toronto,Ontario
Summary
A positive, professional and energetic leader with 10+ years of IT Service Management and Client Service Management experience possessing the following competencies: Client/Business Relationship Management Project and Transition Management ITIL Certification and experience with implementing Incident, Problem, Change, Release, Capacity, Configuration Management Availability and IT Service Continuity Management Proficient at creating reports as required, including RCAs and conducting regular customer reviews (weekly/biweekly/monthly, quarterly and yearly) Knowledge of data networking and IP technologies, including Wireless, WAN, LAN, ISDN, IP,VPN, Private Line, ATM, Frame Relay, internet and voice solutions Excellent communication, interpersonal, time management and leadership skills Proven ability to drive improvement initiatives
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager, Customer Relationship and Governance
Toronto Community Housing
Toronto, ON
03.2015 - Current
- Business Relationship manager for both Corporate and Operations groups
- Works with internal/external stakeholders as a thought leader to align technology solutions with business strategies
- Chairs the IT Service Management meetings and analysis of SLAs and KPI metrics report for the services offered by ITS
- Developed, implemented and provided awareness of the Major Incident process
- Chaired Post Incident Review meetings
- Enhanced and promoted the Change Management process
- Chaired the Change Advisory Board Management meetings
- Developed and implemented the ITConnect (ServiceNow) survey process
- Chaired the Continual Service Improvement (CSI) meetings
- Manages the CSI register and ensured that work efforts are delivered in a timely manner
- Assists the business in the Annual business planning and budgeting of IT related expenses/ licenses
- Chairs the Service Advisory Board/ Intake Assessment meetings
- Maintains the Business Demands masterlist
- Assists in project approval and prioritization ensuring that projects align with technology that provides maximum return on investment.
- Manages the procurement, planning and delivery/ deployment of New software services and Request for Enhancements.
Incident Manager
Compugen Inc
03.2013 - 03.2015
- Managed the relationship and escalations for eight external client accounts
- Managed the Service Desk analysts and desktop support staff assigned to assigned accounts
- Trained and coached Service Desk and Desktop support analysts
- Owner of the Incident Management, Request Fulfillment and Problem Management process
- Responsible for internal and external client communications as it relates to Major Incidents.
- Key stakeholder/reviewer for major incident reviews, problem management and change management.
Change and Incident Management Analyst
Compugen, Inc
06.2009 - 03.2013
- Managed and facilitated resolution for customer escalations
- Chaired Change Advisory Board Meetings and
- Managed the communication and resolution of major incidents
- Chaired Post Incident Review meetings
Quality and Process Analyst
Accenture Inc
07.2007 - 02.2009
- Managed the implementation and subject matter expert (SME) of the IT Service Management processes for the ISO20000 certification of the Accenture Philippines Delivery Center
- Enhanced existing processes and/or defined new processes based on gap analysis report
- Responsible for ensuring, 's Philippines Delivery Centre achieved ISO20000 certification
- SME and in charge of the implementation of the following ITSM processes:
- Configuration Management
- Change Management
- Release Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Created processes, trained required staff and process owners; monitored progress for continuous improvement
- Gathered client requirements through interviews, research, and explored other practices of continuous improvements preparing gap analysis report
- Established and executed team goals/plans and programs to ensure continuous improvements in products and services meeting Philippines Delivery Center requirements
- Identified potential or impending quality improvement needs/issues
- Ensured the development, implementation, tracking and monitoring, and standardization of metrics for Key Performance Areas to address organizational needs/issues
- Created metric reports, presented to appropriate process owners and provided recommendations to address areas for improvement
- Imparted training to clients in understanding the chosen quality models and the new/enhanced processes.
Network Administrator
Accenture, Inc
08.2005 - 07.2007
- Configured, administered and supported different networking devices such as Cisco Routers, Switches, Firewalls, Nortel VPN, Packeeter Bandwidth Manager
- Ensured that capacity and availability of the IT infrastructure meets business needs in the most cost-effective and timely manner.
- Subject Matter expert for network monitoring systems such as Outpost and Ciscoworks
- Enhanced Periodic Review Access for Remote access, DNS/DHCP and Remote Access
- Conducted identification, assessment, resolution of complex network issues/problems involving MetaIP, TACACS+ and Remote Access
- Configured, administered and supported different networking devices such as CISCO Routers, Switches, CISCO PIX Firewall, Checkpoint Firewall, Netscreen 5200 Firewall (Juniper Networks), Nortel Contivity VPN Box, Sniffer Distributed version 4.2, Packeeter Bandwidth Manager
- Configured, end-to-end testing and troubleshooting of WAN connections via Frame Relay, Site-to-site and Client-to-site VPN connection using Nortel and Cisco technology, ISDN, Leased Line and DSL
- Ensured that the capacity of the IT infrastructure meets the business needs in the most cost-effective and timely manner
- Handled IP Management for Philippines Delivery Center projects
- Followed IT Service Management processes such as Incident Management, Capacity and Change Management.
Education
Bachelor of Science - Computer Engineering
Polytechnic University of The Philippines
Skills
- Business Relationship Management
- Incident Management
- Problem Management
- IT Service Desk Management
- Change Management
- Continuous Service Improvement
- IT Asset and Configuration Management
- IT Service Continuity Management
- Strategic Planning/ Business planning
- Staff Management
Certification
- BRMP® Business Relationship Management Professional (Jun 2016)
- COBIT® 5 (Sep 2021)
- ITIL® 4 Strategic Leader (Mar 2022)
- ITIL® 4 Leader: Digital & IT Strategy (Mar 2022)
- ITIL® 4 Managing Professional Certificate (Feb 2021)
- ITIL® 4 Foundation Certificate in IT Service Management (Dec 2019)
- ITIL® 3 Intermediate Certificate in IT Continual Service Improvement (Jan 2021)
- ITIL® 3 Intermediate Certificate in IT Service Operation (Jan 2021)
- ITIL® 3 Intermediate Certificate in IT Service Transition (Jan 2020)
- ITIL® 3 Intermediate Certificate in IT Service Strategy (Aug 2017)
- ITIL® 3 Intermediate Certificate in IT Service Design (Aug 2015)
- ITIL® 3 Foundation Certificate in IT Service Management (May 2013)
- Managing in a Unionized Environment (Jul 2017)
- Managing Change Effectively (Apr 2016)
- Coaching & Staff Development (Mar 2016)
- Leadership Competency: Exceptional Customer Service (May 2015)
- Effective Skills for Audit Reporting (Nov 2007)
- Internal Audit for ISO/IEC 27001: 2005 Information Security Management System (Nov 2007)
- Introduction to ISO/IEC Information Security Management System Standard (Nov 2007)
- CWENT- Implementing CiscoWorks for Enterprise LAN/WAN Management (Sep 2006)
Timeline
Manager, Customer Relationship and Governance
Toronto Community Housing
03.2015 - Current
Incident Manager
Compugen Inc
03.2013 - 03.2015
Change and Incident Management Analyst
Compugen, Inc
06.2009 - 03.2013
Quality and Process Analyst
Accenture Inc
07.2007 - 02.2009
Network Administrator
Accenture, Inc
08.2005 - 07.2007
Bachelor of Science - Computer Engineering
Polytechnic University of The Philippines
Similar Profiles
Oliver FebboOliver Febbo
Academic Training Corporal at Toronto Community Housing, Community Safety UnitAcademic Training Corporal at Toronto Community Housing, Community Safety Unit
Sangeethan MalliganthanSangeethan Malliganthan
Cleaner at Contract Cleaner at Toronto Community HousingCleaner at Contract Cleaner at Toronto Community Housing
AL ALLYAL ALLY
Sergeant - Community Safety Unit at Toronto Community Housing CorporationSergeant - Community Safety Unit at Toronto Community Housing Corporation
Manelle KaremManelle Karem
Community Youth Worker (Contract) at Toronto Community Housing CorporationCommunity Youth Worker (Contract) at Toronto Community Housing Corporation
Mohit GoswamiMohit Goswami
Machine Learning Developer (Capstone Project) at D2AIMachine Learning Developer (Capstone Project) at D2AI