Blessel Mae Caraan

• Reports directly to the CEO and Director of Operations. • Focuses on streamlining internal communication, ensuring operational efficiency, and enabling our technicians and developers to perform at their best. • Acts as the central point of coordination between the Network Operations and Development teams to keep workflows organized and tasks prioritized. • Traffic Monitoring and Prioritization • Monitor all communication channels for the Network Operations and Development teams, including Microsoft Teams, Support Tickets, and Project Work Orders. • Analyze and rank-stack incoming requests based on urgency, impact, and business needs. • Serve as the first point of triage for incoming tasks to ensure smooth operations. • Monitor workloads for each Network and Support technician, handing out the next priority task as prior tasks are completed. • Develop and maintain technical documentation, including process guides, troubleshooting instructions, and workflow references. • Update existing documentation to reflect process improvements and adoption of new tools. • Prepare daily stand-up agendas for Technical and Development team meetings. • Document meeting discussions, key decisions, and follow-up actions for team reference and accountability.

• Collaborates closely with the CEO and PGI team to ensure successful product delivery, bring enhanced products to market and align product roadmap to the company’s overall strategy and goals. • Works closely with consultants, strategic and technology partners to support client delivery and advancing company’s technology enabled delivery experience • Supports the operational functions of the company ensuring that business, data digital requirements and processes are documented • Contributes with ideas for enhancements and advances technology products and solutions as appropriate and that the overall goals and objectives of the firm are supported • Shares research and analysis of leading technology and business resources and journals, technology and industry trends/issues and relevant to diagnostics and data management • Relationship manages and works closely with business partners (technology and leadership) to ensure technology, technical and functional issues are understood, prioritized, and analyzed • Evolves and contributes to design, build and deployment of leadership development tools and solutions • Proficient with the data and reporting functionality of PGI’s partner’s digital platform and PGI’s tech enabled diagnostic and platform functionalities • Supports the firm’s day-to-day operations and attends business meetings via zoom and on-line

• Working closely with the CEO and the team for client delivery • Supporting the planning, managing, and execution of operational functions of the company • Working closely with clients, the team, and business partners to plan and deliver client work • Contributes to the proposal, pipeline management, and statement of work development • Being, or becoming, proficient with PGI’s technology capabilities including Microsoft Office, project management, CRM and tools such as Teamwork, Knorket, Survey Monkey, and Salesforce and new systems adopted • Supports the firm’s day-to-day operations and attends meetings via Zoom.

• Manages good working relationship between groups of development, software configuration management, manual QA, and automation developers • Coaches leaders and members to success • Creates objectives settings and career path/roadmap • Oversees & facilitates team productivity, headcount analysis, and hiring process • Oversees overall project quality • Facilitates Continuous Improvement project within the team • Weekly meeting with offshore manager and leads • If needed, scopes and estimates projects

• Manages multiple customer projects • Coordinates project schedules and status with offshore PS Project Managers and Software Configuration Management (SCM) Project Manager, QA engineers, and SCM engineers • Oversees Project timelines/schedules and possible risks • Removes roadblocks and impediments on a project • Develops contingency plan • Coordinates and meet regularly with project team to discuss short term and long term progress/status of the project • Plans QA resource allocation and scheduling • Plans equipment and system allocation • Maintain good balance of time in collaborating with groups on different timezone • Ensures the team understands the project objectives • Ensures better working relationship with project team

• Drives continuous improvement culture • Project leader on improving SW Quality which involves data gathering, data analysis and measurement, establishment of execution plan, deployment of improvement and change management • Mentors Six Sigma Green Belt candidates • Conducts Lean in AGILE principles training. Last 2012, trained 330 Cebu engineers and non-engineers

• Oversees Project timelines/schedules • Coordinates/allocates resources needed for the project • Evaluates employee potential and performance • Creates technical trainings and development matrix • Interviews and screens new applicants/engineers • Interim leader on different teams for operational management (consisting of 34 engineers) last October 2008 to November 2009 • Other related-experience: University Relations Member for 2007-2008. Conducts technical training to teachers on different schools in Cebu and develops learning guides, modules, and learning resources for C++.

• Develops and manages project plan and timelines • Develops test plans and test scripts • Investigates, validates, and reports issues founds on a project

• Designs and develops new features/components. Develops code changes requested by the customer. Creates unit test case scenarios and tests code changes before releasing to System Integration Testing. Active involvement on different levels of review in completion of the project (design, code, and release readiness review). • Supports maintenance. Investigates on the issue, traces logs, identifies fix, updates codes, troubleshoots and debugs code changes to address the issue.

• Developed and delivered lectures and lab sessions on IT-related topics. • Created and updated course materials, including syllabi, assignments, and exams. • Collaborated with colleagues to design and update the IT curriculum. • Evaluated and graded students' assignments, projects, and exams. • Provided constructive feedback to help students improve. • Monitored and tracked student progress, offering additional support as needed. • Stayed current with developments in the IT field through professional development. • Maintained accurate records of student attendance, grades, and other required documentation. • Participated in departmental meetings and contributed to institutional planning.