Open to opportunities

Nicole Baluyot

@nicolebaluyot

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IT Operations Analyst experienced in incident management and troubleshooting.

Philippines

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What I'm looking for

I am looking for a role that fosters collaboration and offers opportunities for professional growth.

I am an IT Operations Analyst with experience in incident management, monitoring infrastructure performance, and troubleshooting issues. My career has been dedicated to supporting IT services that align with business needs, ensuring that operations run smoothly and efficiently. I pride myself on my strong communication and collaboration skills, which enable me to work effectively with colleagues and clients alike.

I am passionate about leveraging my technical proficiency and problem-solving abilities to contribute to the growth and success of the IT operations team.

Experience

Work history, roles, and key accomplishments

IT Operations Analyst II

Conduent Inc.

May 2023 - Jul 2024 (1 year 2 months)

As an IT Operations Analyst II, I triaged major incidents, determined severity, and delegated tasks to restore business services promptly. I managed the recovery process following ITIL best practices and ensured stakeholders were informed of service interruptions and resolutions.

Incident Management Microsoft Office 365 Global Protect VPN Technical Support ITIL ServiceNow

Infrastructure Operations Analyst II

Essilor Shared Services Philippines Inc.

Apr 2021 - May 2023 (2 years 1 month)

Provided second-level operational support for ISS infrastructure services, including virtualization systems and operating systems. Coordinated change requests and ensured compliance with ITSM processes and SLA standards.

Operating System Linux ITSM Virtualization Monitoring Change Management SLA Technical Support ITIL

Infrastructure Operations Analyst I

Nityo Infotech, Inc.

Jun 2020 - Apr 2021 (10 months)

Provided basic level support for user IT concerns, qualified incidents, and escalated issues to the appropriate support group. Managed user accounts and ensured efficient support operations.

Technical Support Incident Qualification Account Creation Deletion IT Support Troubleshooting Communication Collaboration ITIL

Application Development Analyst

Accenture, Inc.

Apr 2017 - Jan 2020 (2 years 9 months)

Supported end-users with JD Edwards application concerns, performed application testing, and troubleshot application-related issues to ensure compliance with requirements.

Troubleshooting User Support Compliance Technical Support Problem Solving Communication Collaboration ITIL

Education

Degrees, certifications, and relevant coursework

Philippine Normal University

Bachelor of Science, Information Technology

2011 - 2015

Bachelor of Science in Information Technology, focusing on various aspects of IT including application development, user management, and support for IT concerns.