Daisy Padilla
Summary
A versatile, dependable, and highly organized professional with years of experience and excellent communication skills, with extensive background engaging with a global audience. Thrives in high-pressure, multitasking environments and is confident in making decisions and managing escalation processes when necessary. Self-motivated and analytical, results-driven, and passionate about completing tasks efficiently and effectively. Possesses strong technical troubleshooting skills and has a keen interest in learning and exploring new technologies. Technical expertise includes hands-on experience with Unix commands, Shell Scripting, SQL database and querying, Autosys, Python, Java, AS400, Splunk, Remedy, ServiceNow (SNOW), Murex, Geneos, JIRA, VBA, and Excel Macros.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Sr. Technical Support Consultant
QuessCorp and Randstad
03.2018 - 09.2024
- Deployed in UOB bank Singapore
- Executes scheduled tasks, including Start of Day activities, to ensure all applications operate smoothly.
- Monitors jobs, extracts data from databases and directories, and submits access requests as needed.
- Delivers knowledge transfer sessions to new team members and regularly updates or creates knowledge base articles.
- Instructs operators to re-execute failed jobs to support timely service recovery.
- Investigates, troubleshoots, and resolves incident tickets effectively.
- Creates, manages, and completes change request tickets.
- Coordinates with the Level 2 (L2) team to transition Business-As-Usual (BAU) tasks.
- Prioritizes and manages multiple open inquiries simultaneously.
- Collaborates with L2 to define workarounds for known issues and drive process improvements.
- Ensures incidents and service requests are distributed evenly among available resources.
Tech Lead
Cognizant
12.2008 - 02.2018
- Deployed in UBS bank Singapore
- Ensures appropriate incident tickets are created and resolved based on priority and urgency.
- Reviews incident tickets to confirm compliance with Operational Level Agreements (OLAs), internal standards, and quality expectations, ensuring tickets are well-documented and include all relevant artifacts.
- Investigates user queries, providing resolutions or escalating to the appropriate teams when necessary.
- Performs daily health checks to ensure applications are fully operational; responds to Autosys alerts related to job failures, maxruns, and takes corrective actions accordingly.
- Trains and mentors new team members, ensuring a smooth and efficient onboarding process.
- Reviews, updates, and creates new Knowledge Base articles to support continuous learning and operational efficiency.
- Responds to ad hoc requests from development teams, including file processing and batch job monitoring through Autosys.
- Uploads files and generates reports as part of routine health checks or in response to user requests, using Unix commands and SQL queries.
- Manages user access requests for critical applications necessary for day-to-day operations.
- Investigates missing trade data in the system, resolves the issue or escalates it as needed, and ensures appropriate incident tickets are created.
- Uploads user trade data via PuTTY and extracts trade data from databases upon request.
- Reports outages and communicates production issues, such as system or data unavailability, to users via timely and clear email notifications.
- Investigates job failures, maxruns, and escalations as needed, taking prompt actions to restore service.
- Ensures all support tickets are addressed in alignment with the defined Service Level Agreements (SLAs).
- Develops Unix scripts to automate and streamline repetitive operational tasks.
- Reviews and submits Knowledge Articles (KAs) for accuracy and relevance.
- Provides global user support across Asia, Europe, and the Americas via email, chat, phone, and remote access tools.
- Accurately logs all user issues, including detailed problem descriptions, source of inquiry, and resolutions, in the incident/request ticketing system.
- Responds to issues escalated by the Autosys team regarding globally scheduled jobs.
- Communicates major incidents to business stakeholders upon request from Level 2 support.
Level 2 Technical Support Professional
Concentrix
03.2000 - 09.2008
- Provided technical support to U.S.-based AOL subscribers via email, chat, and phone for a range of AOL-related issues, including software installation/uninstallation, feature usage, and associated products and services such as McAfee Security Center, AIM, and high-speed internet.
- Diagnosed and resolved dial-up connectivity issues, ensuring minimal disruption to user access and experience.
- Served as a support professional for the Community Action Team, responsible for monitoring Teen Chatrooms and Message Boards and taking appropriate action against users who violated AOL’s Terms of Service.
Faculty Head/Officer-in-Charge – Hardware Department
Integrated Computer School Foundation
06.1998 - 04.2000
- Distributes teaching loads to faculty members efficiently and equitably.
- Prepares and manages class schedules and room assignments for both students and faculty.
- Monitors daily faculty activities to ensure adherence to academic schedules and responsibilities.
- Evaluates the performance of teaching personnel and provides appropriate recommendations when necessary.
- Reviews and updates academic curricula annually to maintain relevance and quality.
- Participates in departmental planning and contributes to the development of the school’s academic calendar and activities.
- Coordinates with other departments to ensure the smooth and efficient delivery of classes.
- Assists in marketing initiatives and student career development activities.
- Takes on teaching or administrative loads when needed to support departmental operations.
Education
BS -
Computer Engineering
Skills
- Unix commands
- Shell Scripting
- SQL
- Autosys
- Python
- Java
- AS400
- Splunk
- Remedy
- ServiceNow (SNOW)
- Murex
- Geneos
- JIRA
- VBA
- Excel Macros
Certification
I hereby certify that the information in this paper is true and correct.
Residential Status
Work Permit
Personal Information
Notice Period: Immediate
Timeline
Sr. Technical Support Consultant
QuessCorp and Randstad
03.2018 - 09.2024
Tech Lead
Cognizant
12.2008 - 02.2018
Level 2 Technical Support Professional
Concentrix
03.2000 - 09.2008
Faculty Head/Officer-in-Charge – Hardware Department
Integrated Computer School Foundation
06.1998 - 04.2000
BS -
Computer Engineering
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