Service Desk & IT Operations Lead | ITSM, ServiceNow, SLA Management | Virtual Assistant | Global IT

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$5/hr

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Outline

Looking for Full-Time work (5 hours/day) at $5/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

IT Operations and Service Desk Leader with 24 years of experience in IT support, customer service, technical operations, workforce management, SLA governance, incident management, service delivery, and team leadership.
I've spent 9 years leading global support teams for multinational organizations in Singapore, most recently as Team Lead, Service Desk at Fujitsu Asia, where I managed a service desk supporting users while maintaining SLA compliance above 90%. My background spans ITSM platforms (ServiceNow, Footprints), Microsoft 365, Active Directory, Amazon Connect, KPI reporting, and remote team management.
Core strengths:
- Managed IT Services (MSP)
- IT Service Management (ITSM) and Service Desk Operations
- SLA Monitoring and Escalation Management
- Team Leadership, Hiring, and Coaching
- SOP Writing and Knowledge Base Management
- BCP/DR Planning and Global IT Transitions
- Contact Centre Administration (Amazon Connect, PABX)I'm ITIL Foundation certified.

Skills & Experience

Skills

Office and Administration > Operation Management 5-10 Years

Computer Software and Hardware troubleshooting 10+ Years

SOP Creation & Document Management 5-10 Years

Team Leadership & Supervision 5-10 Years

IT Remote Support 5-10 Years

Experience highlights

Team Lead

FUJITSU ASIA PTE LTD. Singapore · September/2016 – Present

*November 2025

Executive-IT Department

TOKIO MARINE ASIA, Singapore · September/2014 – Present

Technology Helpdesk

AIA Singapore Pte. Ltd. · February/2008 – Present

MIS Supervisor

SHINETSU MAGNETICS PHILIPPINES · November/2000 – Present

Payroll Officer

ASIA DYNAMIC ELEKTRIX CORP. Phils · November/1997 – Present

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