About Me

Dino Sabella, ITIL v3, v4

Dinosabella1981@hotmail.com

SG: +6586481908       Linkedin: Dino Sabella

PROFILE

Experienced and certified ITIL professional with over ten years of extensive experience focused on incident resolution, knowledge documentation and maintenance, process improvement, managing changes, and supporting various departments with IT tools and applications

An adaptive team player with a passion for good coffee and satisfied customers. I value accountability in my work, and the trust given to me by my peers.

WORK EXPERIENCE

Company: Redpoint Global

Client: Global Users

Duration: July 2022 – February 2023

Role: Service Delivery Manager

• Ensure the support tickets are properly tracked, updated and client communications are sent in a timely manner with appropriate details
• Measure and report on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery
• Point of contact for P1/P2 escalated cases where additional oversight, coordination and assistance is required.
• Regular engagements with the service team, helping to clear blockers and work with internal & client organizations appropriately to resolve any challenges.
• Regular engagements with clients to provide support and operational updates and reports.
• Designs workflows to facilitate improvements and streamline processes
• Developed forms & projects using Jira Atlassian
• Reviews change requests to ensure necessary information is available before approval deliberation is conducted

Company: Boehringer Ingelheim

Client: Global Users

Duration: August 2020 – June 2022

Role: Senior System Analyst – System Lead (EOC)

• Is responsible for the planning, development, testing, implementation. Technical operation, maintenance and changes of a computer system including all of it’s components.
• Coordinates system related tasks and ensures the assignment of persons to perform these tasks within IS
• Documents and maintains system architecture within the system lifecycle
• 2nd level support for handling issues escalated by service desk
• Manages frequent vendor collaboration
• Troubleshoots system integrations
• Assists less experienced analysts and serves as a resource for others as needed.
• Contributes information to the Support knowledge base.
• Handles ITIL service management (Incident / Problem / Change) for applications assigned
• Works with audit on process and documentation related concerns

Company: Infor

Client: Global Users

Duration: January 2019 –October 2019

Role: Product Support Analyst – Cloudsuite Financials and Supply Chain

• Resolves clients’ questions or problems on product functionality.
• Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
• Keeps customer informed of how and when problems are resolved. Executes testing and troubleshooting if necessary.
• Responsible for appropriate referral to other support and quality assurance areas.
• Assists in testing of new versions, create environments by loading new versions and verifying compatibility with Infor’s products, reporting any anomalies to development.
• Assists less experienced Analysts and serves as a resource for others as needed.
• Contributes information to the Support knowledge base.

Company: Safeway Philtech

Client: Safeway and Albertson’s Global Users (Backstage and Retail)

Duration: May 2018 – October 2018

Role: Senior Business Systems Analyst Role

• Handling translation of business requirements to standard document provided for our developers
• Assists with the testing of implemented timeclock configurations in our DEV and QA environments
• Attends Regular meetings / communicates ideas and joins sessions for brainstorming / innovation sessions
• Sends out inquiries to our US business partners for any questions / clarifications in our requirements inventory document

Company: Safeway Philtech

Client: Safeway and Albertson’s Global Users (Backstage and Retail)

Duration: March 2015 – May 2018

Role: Systems Administrator Role – ServiceNow

• Administers the application following the ITIL framework to meet customer needs and IT initiatives including: Configuration, Development, Implementation and Integration.
• Develops and configures processes, workflows, forms, etc. within ITSM tools to satisfy IT and business initiatives, ensuring compliance with process standards and service methodology.
• Configuration/Customization of the ServiceNow system including workflows
• Works directly with IT Management to align ServiceNow within the IT organization strategy
• Maintains and support ServiceNow operational functions
• Facilitate roll out of new applications, handle general updates and configuration changes/requests
• Bring inconsistencies and problems to the attention of management

Company: Safeway Philtech

Client: Safeway and Albertson’s Global Users (Backstage and Retail)

Duration: August 2012 – March 2015

Role: Business Systems Analyst Role – RequestIT

• Performing our day to day administrative tasks of granting roles to different users. There are specific forms which require specific roles before they can be utilized
• Adding groups / users in specific groups to be able to support their day to day catalog tasks
• Provides training for our business users
• Preparing reports for our business users regarding about their team’s SLA performance,  etc. Based on the service catalog used
• Bring inconsistencies and problems to the attention of management
• Provides Documentation for each of our forms / training documentations for the business users once the form is deployed in production

Company: Safeway Philtech

Client: Safeway and Albertson’s Global Users (Backstage and Retail)

Duration: August 2006 – August 2012

Role: Application/Production Support Role

• Resolving our day to day incidents within the service level agreement set by the business
• Acts as escalation Point for user support requests. Able to assist our customers whenever they have Technical or service related inquiries
• Handles second level assessment for reported system related incidents
• Works with 3rd party vendors and onshore team when needed.
• Submits Weekly / monthly reports for our tickets resolved
• Knowledge base documentation for support purposes
• Queries our Access Database for debugging purposes / when there are certain information needed for investigation

Company: E-pacific Global Contact Center

Duration: November 2005 – May 2006

Role: Systems Engineer

• The systems engineer is tasked to support the agents for the call center company. Supports provided are both for software and hardware.
• Hardware configuration and troubleshooting
• Software Installation / maintenance
• Administering Access via Windows Active Directory
• Monitor Alerts and incidents that come in our group queue

Company: Puregold Price Club

Duration: June 2005 – Nov 2005

Role: Technical Support Engineer

• The technical support engineer supports both software and hardware for the POS terminals in the store.
• Hardware configuration and troubleshooting
• POS Troubleshooting
• Software Installation / maintenance
• Hardware Delivery and Inventory
• Database extraction / report processing for our daily sales

SKILLS
Incident Management
Knowledge Management
Change Management
IT Communications, Management and Operations
Planning & Collaboration
Agile
System and Service Lifecycle
Software Installation
Investigation and Troubleshooting
Monitoring via Azure
SQL
Database Loadtest
Application and Technical Support
Roles Management
Servicenow
Service Management
Agile / Scrum
Workflows
Microsoft Windows
Business Requirements Gathering
Javascript
SAAS. PAAS, IAAS
Change Control
Process Lifecycle and Improvement
Technical Documentation
Jira
CMDB
Access Management
CERTIFICATIONS
ITIL Foundation v4 Certification – Peoplecert, October 2020

ITIL Foundation 2011 Certification – Peoplecert, November 2018

ACHIEVEMENTS
·        Part of the newly formed ITSM team with Redpoint Global, we were able to drive down time-to-resolve for incidents for up to 50% resolution time. Customer Satisfaction went up as customer praise reports commending our efforts and the timely service that we have provided doubled in 2022

·        Spearheaded ITIL Change control process & documentation from using Jira by Atlassian for Redpoint Global

·        Spearheaded Request access forms via Jira

·        Conducted ITIL 4 trainings to our employees

EDUCATION
Bachelor’s Degree: 1998 – 2002

Bachelor of science in Computer Science

Systems Plus Computer College – Manila

CHARACTER REFERENCE

Available upon request.