Darlan Keen Domingo

-> Oversee service quality and performance across 7 platform services, using ITSM KPIs and operational data to identify risks, trends and improvement opportunities. -> Serve as Incident Coordinator, coordinating incident resolution across technical teams and business stakeholders while ensuring appropriate escalation, communication and follow-through. ->Analysed 600 incidents to identify recurring causes, process gaps and SLA performance trends, implementing improvement actions that reduced SLA breaches b

• Working within a community of Agile Coaches and Scrum Masters to help foster Agile Mindset within a transforming organization. • Helping in creating training content for Agile and Scrum for new employees and leadership. • Conducting Scrum Basic Trainings for new employees. • Promoting Agile Mindset and teaching scrum to a new team with no experience working in an Agile Environment.

Delivery Services Center of Excellence | May 2021 – June 2022 • Created a Microsoft Power Automate template for bulk SharePoint transactions that saved ~40% execution time. • Established and maintains training data by coordinating with multiple capability groups (Azure, AWS, Agile, etc..) for our tool that helps guide IT professionals on which training to take to grow their skills based on their current roles. • Coordinated with subject matter experts to aid with the creation of Cell Maturity Matrix (Qu

Contract Management Tool | April 2019 – January 2022 • Coordinated status and sorted dependencies with more than 10 scrum teams from different locations. • Took training for Google Cloud Platform since this one of first few internal projects to utilize Google Cloud Platform as the main cloud provider. • Answered technical questions of external resources that helped them drive decisions across the project. • Worked closely with other application teams that owns the APIs we are using for our appl

Chatbots/Virtual Agents | June 2018 – August 2020 • Managed the development of 5 different virtual agents covering different areas like rewards, contract management and live hand-offs. • Hosted multiple design thinking sessions to tailor fit VA’s dialog flow better for users. • Participated in ideation and brainstorming to enhance custom Q&A engine initially built by China team which reduces cost and dependency to vendor. • Presented application numerous times to leadership gaining praises and secur

Contract Management Chatbot | April 2017 – May 2018 • Facilitated discussion with the client for current status, requirements and timeline planning. • Enabled a junior developer to take on current development responsibilities. • Worked with China scrum team to consume the Q&A engine they have developed.

Developed backend and frontend functionality using .NET 4.0, AngularJS, Angular, Cortana and Microsoft Bot Framework. Developed chatbot solutions within Scrum teams to optimise business processes and evaluate emerging AI capabilities. Coordinated technical dependencies with teams in India and China and facilitated client discussions on requirements, status and timelines. Presented proof-of-concepts to key stakeholders, helping secure funding for continued R&D activities.

Fingerprint Login | July 2016 – November 2016 • Worked in a Scrum team with 3 members to develop an Apache Cordova plugin to allow logging into internal applications using fingerprint securely and quickly. • Collaborated and ideated with security team to create an approach on how to achieve the requirements. • Work with another team to integrate plugin into their application and do a test pilot. • Showcased the plugin to our global technology lead during his visit.

Q&A Chatbot Research | August 2015 – March 2017 • Worked with ~3 co-developers in an agile environment to create multiple proof-of- concepts using newly released Microsoft Cognitive Services. • Developed Back-end and Front-end functionalities using .Net 4.0, AngularJS, Angular, Cortana and Microsoft Bot Framework. • Showcased proof-of-concept to stakeholders to secure project funding to continue team’s research activities.