John R.
Senior IT Service Management Specialist
Open to offersNew to PlatformAbout
John R., based in Caypombo, Sta. Maria, Bulacan, Philippines, is an accomplished IT professional with over five years of experience in IT service management, software testing, and payroll systems integration. John has demonstrated proficiency in managing essential tools like ServiceNow, JIRA, and QuickBooks Online, and is skilled in data analysis and automation using Excel VBA. In his role as an IT Analyst at DXC Technology, he executed operational activities for Incident, Problem, and Change Management, facilitated Change Advisory Board meetings, and created detailed ITSM documentation. While working with Globe Telecom, Inc., he performed comprehensive QA testing, ensuring the quality of digital banking releases. John's expertise extends to troubleshooting and aligning ITSM processes with business workflows, which he effectively managed during his tenure at Paper Trails as a Payroll Systems Integration Specialist. He holds a Bachelor of Science in Computer Engineering from STI College and has earned certifications including Azure AZ-900 and HCIA Cloud Computing.
Experience
Payroll Systems Integration Specialist
Paper Trails (US Client) · 2026 — 2026Troubleshot posting issues, imports/exports, and system errors while collaborating with teams to align ITSM processes with business workflows. Mapped payroll data to the General Ledger and reconciled discrepancies. Developed VBA macros and executed advanced Excel transformations while managing client-specific customizations for data integration. Documented systems and independently resolved edge-case scenarios while adapting to new tools and processes.IT Analyst
DXC Technology · 2022 — 2026Executed operational tasks for Incident, Problem, and Change Management within IT Service Management. Planned and documented Change Advisory Board (CAB) meetings. Coordinated across teams to ensure that ITSM processes met business workflow needs. Prepared ITSM and SLA reports for leadership on a regular basis. Created and revised ITSM documentation, encompassing user guides and policy documents. Worked on proposing and implementing Continual Service Improvements for ITSM functions. Provided support and troubleshooting for procurement and supply chain systems, managing incidents and changes in accordance with ITIL/ITSM best practices through ServiceNow. Facilitated testing, validation, and deployment activities in collaboration with cross-functional teams while participating in SDLC activities.QA Tester
Globe Telecom, Inc. · 2021 — 2022Reviewed requirements and design documents to formulate test cases. Conducted functional, regression, smoke, and exploratory testing on digital banking builds/releases. Worked alongside developers, product owners, and UX designers to maintain quality standards. Documented detailed defect reports and verified bug fixes. Managed and executed manual test cases while supporting the development of basic automated test scripts. Engaged in Agile ceremonies, including standups and sprint planning, and assisted in UAT activities for compliance documentation.
Skills & Expertise
Education
- Bachelor of Science, Computer EngineeringSTI College · 2015 — 2020
- Secondary EducationJesus Is Lord Colleges Foundation · 2011 — 2015