Jaime E.

I bring 10+ years of experience in global enterprise IT environments, combining strong ITSM governance, technology operations, risk assessment, and cross-functional coordination. I have proven experience assessing business impact, service criticality, dependencies, and operational risks; tracking corrective actions; supporting change governance; and maintaining accurate documentation and reporting. I have coordinated 250–300 P1–P3 operational activities annually, contributed to approximately 85% MTTR improvement, maintained 95%+ customer satisfaction, and created 300+ SOPs, RCA/PIR reports, and Knowledge Base articles. I am ITIL 4 Foundation-certified, ServiceNow-certified, analytical, detail-oriented, and effective at communicating risk and operational issues to both technical and business stakeholders.

• Senior Systems Analyst

  Visa Inc. · 2022 — 2026
  Directed 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 — 2022
  Delivered 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 Services · 2016 — 2017
  Supported 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.

• Bachelor of Science in Information Technology

  De La Salle University–Dasmariñas · 1997 — 2001