AI/ML Engineer | Workflows and Automation
Batangas
I’m an AI/ML Engineer with experience building enterprise automation and GenAI solutions that improve IT operations and service delivery. My work focuses on integrating AI/ML capabilities into IT Service Management (ITSM) platforms such as ServiceNow, as well as developing automation for infrastructure systems like Active Directory to streamline workflows, reduce manual effort, and improve operational efficiency. I possess strong organizational and decision‑making skills, paired with initiative to make a meaningful impact and improve overall service quality. I stay up to date with emerging technologies and commit to continuous learning to deliver innovative solutions.
Accenture, full_time
Nov 2024 to May 2026
• Contributed as part of the GenWizard Global Automation Team, supporting multiple clients across NA and EMEA regions. Managed 3 client accounts and deployed 5+ automation use cases during tenure and conducted knowledge transfer sessions for new team members as the project expanded. • Delivered AI-driven automation solutions for Jacob Douwe Egberts (JDE), including Root Cause Analysis, Automatic Ticket Assignment, and Knowledge Base Article Generation, reducing incident resolution effort by 40% by improving ticket assignment and closure speed by almost 100%. • Designed and deployed RAG pipelines with Generative AI tools to produce accurate RCA documents and KBAs, achieving 90%+ similarity matching for knowledge reuse in ServiceNow. • Engineered automation workflows with Python, APIs, and ML models, integrating seamlessly with ServiceNow and Workflow Manager to streamline ticket assignments and RCA generation across multiple support teams. • Implemented Active Directory Group Addition automation for Bausch & Lomb, integrating microservices with ServiceNow and Rundeck to eliminate manual effort, ensuring 100% compliance with AD provisioning requests. • Automated the generation of over 500+ KBAs, improving documentation quality and reducing knowledge gaps, while maintaining SLA adherence above 95% for incident resolution.
Sun Life, internship
Feb 2024 to May 2024
• Generated and maintained weekly Excel reports with interactive dashboards, enhancing data visibility for recruitment processes and tracking attendance of interns and employees. • Collaborated across 5+ business units to provide actionable insights on candidate pipelines, streamlining reporting workflows and accelerating turnaround for management requests, which improved overall recruitment efficiency. • Prepared and analyzed recruitment reports in Excel, tracking 100+ candidate applications weekly and ensuring accurate documentation of hiring progress.