Ma A.
Senior IT Service Management Specialist
Open to offersNew to PlatformAbout
Ma. Angela H. is a seasoned CMDB and IT Service Management professional with over 17 years of experience, particularly in the administration of ServiceNow and Remedy platforms. Based in Caloocan City, Philippines, she holds an ITIL certification and boasts extensive expertise in CSDM alignment and CMDB governance. Throughout her career, Angela has demonstrated her ability to enhance CMDB accuracy and improve service visibility across enterprise environments. Her tenure at Nityo Infotech Services saw her refining CMDB structures and collaborating with application and service owners on data accuracy initiatives. At Accenture, she managed CMDBs for various devices, ensuring data quality through regular audits and the creation of detailed reports and dashboards. Her time at Safeway Philtech was marked by successful collaboration with diverse teams to maintain data integrity and training new administrators. Angela's technical acumen is supported by her knowledge in databases like MySQL and MS SQL, and her ability to program in HTML and PHP.
Experience
CMDB Administrator
Nityo Infotech Services Philippines, Inc. · 2025 — 2025Contributed to enhancements in the CMDB structure and service mapping utilizing CSDM. Collaborated with the CMDB Manager to refine both ITSM and CMDB processes. Engaged with application and service owners for verification and updating of data accuracy. Assisted the discovery and platform teams in the integration of new configuration items (CIs). Developed import sets and transform maps to ensure efficient data management. Generated and revised documentation for clarity and consistency in processes.ServiceNow CMDB Administrator
Accenture Inc. · 2022 — 2024Oversaw the management of the CMDB covering servers, network devices, and printers. Actively monitored Discovery processes and addressed data discrepancies in collaboration with the team. Developed dashboards and reports aimed at enhancing data visibility. Conducted regular audits to identify and rectify data issues. Maintained and updated process documentation to assist the team.ServiceNow CMDB Administrator
Safeway Philtech Inc. · 2015 — 2022Handled the CMDB, ensuring data remained accurate and current. Contributed to process improvement initiatives and supported various testing activities including QA and UAT. Created reports to monitor performance and compliance levels. Provided training for new CMDB administrators and collaborated with multiple teams to ensure data integrity.Remedy CMDB Analyst
Safeway Philtech Inc. · 2007 — 2016Managed CMDB data pertaining to hardware, servers, and network devices. Performed data cleanup and audits to enhance data classification. Created and revised process documentation. Offered user support and training.IT Change Management QA
Safeway Philtech Inc. · 2011 — 2012Reviewed completed change requests to ensure compliance with ITIL standards. Produced reports highlighting issues and identifying process gaps. Managed the software license inventory.Data Entry Analyst
Cevera Technology Group Inc. · 2005 — 2007Maintained and updated CMDB data for servers, applications, and network devices. Assisted in database migration and documentation efforts. Conducted regular data checks and produced reports.QA Test Analyst
Cevera Technology Group Inc. · 2005 — 2005Engaged in software testing and defect reporting to support quality assurance initiatives.Technical Assistant
ROHM LSI Design Philippines Inc. · 2003 — 2003Supported engineers with documentation and data management tasks. Developed an intranet web page using PHP and MySQL.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceAMA Computer University · — — 2002