Continual Service Improvement Analyst / Application Support Analyst
Philippines
Hi, good day. My name is Alvin Cayago, and I’m a professional with a strong background in IT application support, process improvement, administration, and client support. For the last three and a half years, I worked with CHUBB Asia Pacific as an Intermediate Application Support Analyst and Continual Service Improvement Analyst. In this role, I handled end-to-end incident management, including user account provisioning, troubleshooting complex application issues, root cause analysis, and coordinating closely with business users, incident managers, and third-level support teams. I also worked with ITIL practices and ServiceNow ticketing systems, change management, and knowledge base documentation. I’m also a Six Sigma Yellow Belt certified, and I was involved in repeat incident analysis and continuous process improvement initiatives. Alongside my IT background, I also have solid experience in administration, HR, education, and customer-facing roles. I’ve worked as an IT Admin and Faculty member, as well as an HR and Admin Manager and Account Executive, which helped me develop strong organizational skills, clear communication, documentation, time management, and the ability to work with different stakeholders and clients. I’m highly organized, reliable, tech-savvy, and comfortable working independently with minimal supervision. I take ownership of tasks, communicate proactively, and always aim to deliver quality results.