IT Client Service Management - Case Controller @ Working collaboratively alongside the different teams in Global Technology & Application Services, Operations & Service Delivery teams to deliver superior IT services across the integrated scope for the assigned Enterprise Solution Account. -Assesses ticket ownership and follows up on actions -Responsible for providing the Stakeholders updates within ticket -Monitors and complies with SLAs -Ensures proper delivery of change requests. Assists with change -Report on delivery delays and related causes -1st escalation point for tickets related topics -Ensures clients’ documentation is maintained and updated -Release Monitoring (planning and follow up releases) -Severity 1 and 2 Process -Ticketing Tool management and its corresponding processes -Responsible for coordinating Incident Reporting (RCA), execution of Dashboards and Reports on Demand -Responsible for SOC1 tasks assigned -Ensure all solution processes fall within the global standards. -Provide feedback on Process Improvement initiatives -Manage requisition of account staff together with Planning Officer -Maintain Trusted Source List in SNOW From June 2015 to Present (4 months) Team Lead, HR Tools User Support @ -Supervising 7 Tools Support members that serve as 2nd Line Support for the following HR Tools: -Performance Management tool -Recruitment tool -Integrated tool (Salary Review, Variable Pay, Talent Management, Performance Management, Learning and Talent Acquisition) -Reporting and Analytics tool Main Tasks • Helps coordinate activities within the HR Global Tools team • Supervise team members with the management of tickets using ITSM, WIH BMC Remedy tool • Handling of escalations • Trainings • Act as a liaison between internal and external users globally • Expert Support for more technical issues/ requirements (ITM tool, ITSM, SAP, Web Intelligence) • Liaise with HR global tools vendors regarding technical issues (Infosys, Oracle-Taleo, HP/IBM) • Ensure documentation of work instructions, assigned incidents, including internal and external communications • Reporting and Analytics as required using WIH BMC Remedy tool, ITSM, Oracle-Taleo SAP Business Objects Web Intelligence • Participate in special projects, as assigned. Maintains working relationships with the following: • Internal and external end-users of HR global tools • Business Information System Owner (BISO) • Subject Matter Experts and Process Analysts • Network of regional responsible for the HR global tools (if applicable) • HR global tools suppliers • Global Subject Matter Experts From September 2013 to June 2015 (1 year 10 months) Manila, PhilippinesSenior Global Tools Administrator @ Serves as 2nd Line Support for the following HR Tools: -Performance Management tool -Recruitment tool -Integrated tool (Salary review, variable pay, talent management, performance management module) -Reporting and Analytics tool Main Tasks • Helps coordinate activities within the HR Global Tools team • Supports team members with the management of tickets of tickets using WIH BMC Remedy tool • Account creation, modification, and deletion • Handling of inquiries • Handling of application trouble • Act as a liaison between internal and external users globally • Expert Support for more technical issues/ requirements (ITM tool, SAP) • Liaise with HR global tools vendors regarding technical issues (Infosys, Oracle-Taleo, HP/IBM) • Ensure documentation of work instructions, assigned incidents, including internal and external communications • Reporting and Analytics as required using WIH BMC Remedy tool, Oracle-Taleo SAP Business Objects Web Intelligence • Participate in special projects, as assigned From March 2012 to August 2013 (1 year 6 months) Manila, PhilippinesGlobal Tools Support @ • Maintain and act as 2nd line support Ericsson's global recruitment tool (eJobs) and Performance Management tool, Reporting and Analytics tool. • Act as liaison between internal/ external candidates, global recruiters/ managers, and recruitment operations team. • Manage and ensure documentation of work instructions, assigned incidents, including internal and external communications. • Participate in special projects, as assigned From March 2010 to December 2011 (1 year 10 months) Technical Support Representative @ -Provide 1st level IT Support to customers by telephone -Adhere to the Service Level Agreement and log all calls. -Network , Hardware and Software Troubleshooting / Desktop Support . From July 2009 to November 2009 (5 months) Makati, Philippines

Bachelor of Science (B.S.), Information Technology @ AMA University From 2006 to 2009 Joni Lyn Gonzales is skilled in: Graphic Design, Photoshop, Video Editing, HRIS, Telecommunications, Graphic Animation, Graphic Presentations, SAP HR, Recruiting, Human Resources, Performance Management, Change Management, Service Delivery, Microsoft Office, Team Leadership, Management, Training