Skills
5-10 Years
Team Leadership
5-10 Years
Microsoft Office 365
5-10 Years
Servicenow
2-5 Years
Training & Coaching
2-5 Years
Application support
5-10 Years
Microsoft Teams
2-5 Years
Quality Assurance & Process Improvement
5-10 Years
Google Workspace
5-10 Years
Help Desk / Service Desk Operations
5-10 Years
Customer Service / Client Support
5-10 Years
Stakeholder Coordination
5-10 Years
User & Access Management
2-5 Years
• Technical Support & Troubleshooting
5-10 Years
Experience highlights
L2 Junior Systems Engineer – Application Support
INDRA PHILIPPINES INC. / ASIAN DEVELOPMENT BANK
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May/2021
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/
Resolved complex application and system incidents escalated from Level 1. Performed unit testing, regression testing, and maintained test cases. Managed user access requests and collaborated with SMEs to resolve critical issues while maintaining SLA compliance.
Junior Infrastructure Engineer - ServiceDesk Analyst
INDRA PHILIPPINES INC. / ASIAN DEVELOPMENT BANK
·
January/2021
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Present
Served as primary contact for technical incidents and service requests. Delivered first-level technical support, logged and tracked incidents through ticketing system. Assisted users remotely and onsite using SCCM and Microsoft Teams.
Training and Quality Lead
ABS-CBN BROADCASTING CORPORATION
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July/2019
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Present
Led training and onboarding initiatives for Service Desk personnel. Conducted quality audits and developed knowledge base articles. Generated CSAT reports and mentored team members to improve performance and service delivery excellence.
IT Team Lead – Phone Support
ABS-CBN BROADCASTING CORPORATION
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July/2018
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Present
Managed daily Service Desk operations ensuring SLA and KPI compliance. Led team huddles, coaching sessions, and performance reviews. Monitored call metrics and handled escalations, supervisor calls, and VIP support requests.
IT ServiceDesk - Supervisor
ABS-CBN BROADCASTING CORPORATION
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August/2017
–
Present
Led 50+ Service Desk professionals ensuring SLA and KPI compliance. Improved service delivery through coaching and process optimization. Managed incident resolution, escalations, and 24/7 operations support.
