Dhalia M.
Mid-Level Infrastructure Specialist
Open to offersNew to PlatformAbout
Dhalia M., an accomplished Infrastructure Specialist in Cloud Application Operations, has made significant contributions to IBM, focusing on the healthcare sector. With expertise in VMware virtualization, she adeptly manages server maintenance, system access, and documentations for enterprise operations. Her role involves conducting system capacity reviews and participating in disaster recovery planning, ensuring both compliance and operational excellence. Dhalia effectively handles security deviations, conducts IT audits, and implements preventive solutions, while also training new joiners and facilitating standard operating procedures for team efficiency. She has further diversified her experience by contributing as a Social Media Content Creator, creating and scheduling faith-based content. Her background includes prior roles in technical support and service management, where she demonstrated proficiency in tools like Jira, ServiceNow, and Power BI, and skills in troubleshooting and issue resolution.
Experience
Social Media Content Creator and Scheduler
null · 2026 — PresentPlan and schedule a comprehensive content calendar focused on faith-based and educational posts. Create engaging content for Facebook, Instagram, and LinkedIn that aligns with audience engagement goals. Utilize Canva to design visually appealing posts and automate social media publishing with Metricool. Monitor engagement metrics to optimize content strategy while ensuring the accuracy and theological integrity of published materials.Infrastructure Specialist - Cloud Application Operations
IBM Solutions Delivery Inc. · 2025 — PresentExecute server maintenance, manage system access, perform data backups, and handle patch deployments alongside daily health checks. Oversee the maintenance of service operations documentation and user guides to keep references current. Develop documentation supporting service operation activities, conduct system capacity reviews, and coordinate training sessions for internal and external systems. Prepare data for IT audits, manage security deviations, and participate in disaster recovery planning. Troubleshoot application issues and create Standard Operating Procedures for the team.Service Consultant
CGI Philippines Inc. · 2022 — 2024Reviewed cases to generate weekly reports on KPIs, SLAs, and ticket trends. Collected and assessed tickets pending support from third parties, addressing them in client meetings. Conducted Root Cause Analysis for recurring issues and provided actionable feedback. Facilitated coaching sessions for agents, conducted refresher training for team members, and developed Knowledge Base Articles to enhance workflow efficiency.Senior Technical Support Specialist
Yondu, Inc. (Contractual) · 2024 — 2024Provided technical support for VMWare products, managing Critical/Severity 1 Cases and diagnosing production server performance issues. Assisted in resolving escalated service desk tickets and provided root cause analysis while troubleshooting server issues using command scripts in remote sessions.Associate Consultant (Former Level 1 Service Desk Analyst)
CGI Philippines Inc. · 2021 — 2021Acted as Level 1 support by troubleshooting technical issues for retail clients using various tools, including ServiceNow for ticket management. Interacted with clients via phone and email to identify and diagnose issues while providing technical support through remote tools. Monitored help desk requests and performed troubleshooting on both software applications and hardware components of POS systems.
Skills & Expertise
Education
- Bachelor's DegreeRizal Technological University · 2015 — 2020
- Secondary EducationCasimiro A. Ynares Sr. Mem. Nat’l High School · 2011 — 2015