Proscesa E.
Senior IT Application Support Specialist
Open to offersNew to PlatformAbout
Proscesa Ericka R. is an experienced IT professional based in Quezon City, Philippines, with over seven years in IT application support, project management, and systems administration within technology and HR industries. Currently serving as IT Application Support Senior Specialist / Project Manager at Xepto Computing Inc., she manages end-to-end IT and operational projects, implements process documentation systems, and ensures smooth Learning Management System (LMS) operations. Previously, she delivered global-level application support at Emapta Philippines, utilizing ServiceNow for ticket management and SLA compliance. At Lenovo – PCCW Solutions, Proscesa Ericka R. supported enterprise platforms, administered MySQL and Oracle databases, generated business intelligence reports with SAP BO and related tools, and maintained internal knowledge bases. Her background also includes handling HR employee relations and system support at Infinit-O Manila.
Experience
IT Application Support Sr. / Project Manager
Xepto Computing Inc. · 2024 — PresentDelivered dedicated support for the Learning Management System (LMS), managing user access and course content while ensuring platform stability. Oversaw IT and operational projects across various departments, transitioning into Project Management responsibilities. Monitored progress of delegated tasks among cross-functional teams to maintain timely project delivery and full accountability. Developed a comprehensive process and documentation system aimed at standardizing technical and administrative workflows, enhancing operational efficiency. Maintained and updated the knowledge base, creating technical articles and process documentation to assist internal teams. Handled incident escalations, change requests, and system configurations to support high service availability.Global Support Engineer
Emapta Philippines · 2023 — 2024Delivered application and technical support to international clients at a global level. Managed support tickets and escalations through ServiceNow, ensuring adherence to SLA requirements. Worked collaboratively with offshore teams to efficiently resolve complex system issues. Created and maintained knowledge base articles, support guides, and troubleshooting documentation for the global support team.Application Support Specialist
Lenovo – PCCW Solutions · 2018 — 2023Provided comprehensive application support for enterprise-level Lenovo systems over a five-year period. Administered and maintained databases utilizing MySQL and Oracle. Generated and maintained reports using SAP BO, Web Intelligence, and Smart Reporting. Supported the Global Trading Management platform (Amberroad) as well as the Moodle LMS. Employed Metabase and Apache Superset for data visualization and analytics reporting. Regularly authored and updated knowledge base articles, technical runbooks, and user guides to enhance team efficiency and onboarding.HR Employee Relations Specialist
Infinit-O Manila · 2017 — 2018Managed employee relations matters, focusing on conflict resolution and HR policy compliance. Maintained employee records while supporting HR operations and onboarding processes. Assisted in implementing HR systems and coordinated with management on workforce issues. Developed and maintained HR documentation, policy guides, and internal reference materials.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyBulacan State University · — — 2017
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