"SaaS Support,” “Technical Support,” “Customer Support”

Verified

$11/hr

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Outline

Looking for Full-Time work (8 hours/day) at $11/hour

Bachelor's Degree

English proficiency Conversational

Professional Summary

Experienced IT Service Desk Team Lead with 19+ years in technical & customer support, specializing in SaaS platforms, incident mgmt. & global support

Skills & Experience

Experience highlights

IT Service Desk Team Lead

Wipro Philippines Incorporated · January/2019 – Present

• Led global support team for Novartis associates, ensuring SLA compliance across voice, chat, and web.
• Weekly meeting with Service Delivery Manager and onsite team of Australia ,New Zealand and APAC countries, discussing weekly pending tickets management and request.
• Troubleshot SaaS and cloud issues: AD password resets, Azure authentication, EVO/VDI login, Bitlocker recovery.
• Coordinated P1/P2 escalations, assigned tickets to resolver teams, and provided client updates.

Technical Support (HP Printers)

Stream Global / Convergys · September/2010 – Present

• Provided hardware/software troubleshooting for HP printers.
• Upsold hardware, software, and extended warranties.

Technical Support (Verizon DSL)

Teletech · October/2006 – Present

• Assisted customers with internet connectivity, modem setup, and email troubleshooting.
• Supported security software installation and configuration.

QA Supervisor / Production Supervisor

Jonas Foods / Festive Foods International Inc · August/2000 – Present

• Led GMP/SSOP audits, HACCP compliance, and ISO documentation.
• Supervised QA personnel, coordinated corrective/preventive actions for product complaints.
• Conducted supplier audits and raw material evaluations.

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