Christine Gragasin

Indra Philippines

• Helped reduce AWS billing costs by 50% for a major client website revamp through review and optimization of cloud resource utilization.
• Handled 80–90% of tickets for a 2-deployment modernization project (MemoHub), work typically scoped to a larger dedicated team.
• Authored 7 Knowledge Articles to improve documentation and future issue resolution.
• Diagnosed and coordinated resolution of a service/system outage incident, restoring normal operations and minimizing business impact.
• Managed AWS resources (EC2, S3, IAM, VPC) including IAM users, roles, MFA, permissions, backups, snapshots, and patching; monitored infrastructure and alerts via CloudWatch.
• Administered ServiceNow ITSM modules (Incident, Request, Change), maintained data, and built reports and dashboards for system health monitoring.
• Managed SharePoint sites, permissions, document libraries, and governance (metadata, versioning, retention).
• Administered the client website via Drupal CMS, ensuring content accuracy and uptime.
• Onboarded and trained a new team member on ServiceNow workflows and operational procedures.

Practice Protect Australia

• Served as primary contact for Practice Protect access, web app, and extension issues, analyzing logs and system errors to resolve incidents.
• Provided frontline Microsoft 365 support (Outlook, Exchange Online), resolving email sync, calendar, and connectivity issues, and investigating suspected spam/phishing.
• Diagnosed and resolved hardware/software issues across Windows OS, printers, and Office 365; documented solutions to reduce repeat tickets.
• Managed Microsoft Exchange and Google Workspace tenants for an Australian client in an MSP environment.