Jaime E.
Senior Systems Analyst IT Operations
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About
Jaime E. is an accomplished Senior Systems Analyst with over a decade of experience in supporting enterprise technology environments for global organizations, including his tenure at Visa Inc. His expertise includes systems analysis, application support, and IT operations, with specialized skills in major incident management and problem management. Jaime is proficient in platforms like Microsoft 365 and ServiceNow, and has a robust background in Active Directory and Azure AD. His career highlights involve managing critical incidents, directing global technical teams, and improving system stability through root cause analysis and incident response procedure enhancements. Jaime also excelled as a Service Desk Analyst II at Visa Inc., providing advanced support for Microsoft 365 and identity management services. He holds a Bachelor of Science in Information Technology from De La Salle University–Dasmariñas and multiple certifications, including ITIL® 4 Foundation and Microsoft Azure Active Directory.
Experience
Senior Systems Analyst
Visa Inc. · 2024 — 2026Directed the resolution process for high-impact incidents that affected critical business services and enterprise applications. Coordinated with global technical teams across various domains to minimize service disruptions and restore operations efficiently. Acted as the primary communication link during major incidents, providing timely updates to leadership and stakeholders. Facilitated post-incident reviews and conducted root cause investigations to identify improvements in system stability and operational processes. Collaborated with service management teams to enhance incident response protocols and service reliability.Service Desk Analyst II
Visa Inc. · 2017 — 2024Delivered advanced technical support to employees in multiple regions, ensuring smooth access to business applications and technology services. Supported various platforms, including Microsoft 365 and Active Directory, as well as remote access technologies and enterprise collaboration tools. Handled account provisioning and access requests, upholding security and compliance standards. Resolved intricate technical challenges through thorough analysis and collaboration with specialized teams. Established strong relationships with business users and executives by providing high-quality support and timely resolutions. Contributed to knowledge management initiatives by documenting processes and enhancing support procedures.System Engineer
Tata Consultancy ServicesSupported enterprise infrastructure and end-user computing environments for corporate clients. Responsibilities included the installation, configuration, and maintenance of systems, applications, and hardware necessary for daily operations. Diagnosed and addressed issues related to infrastructure, workstations, and connectivity to ensure operational continuity. Worked collaboratively with internal teams to implement technical solutions and enhance service performance.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyDe La Salle University–Dasmariñas · — — 2011