Experience

TEG Pty Ltd

• Australia
• Entertainment Providers
• 1 - 100 Employee

• Enterprise IT Servicedesk Manager

  • Jun 2022 - Present



RealPage, Inc.

• United States
• Software Development
• 700 & Above Employee

• Smart Source IT Lead III

  • Feb 2020 - Jun 2022



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• IT Service Desk - Group Lead

  • Dec 2018 - Mar 2020

  Philippines • Plan, organize and manage Help Desk staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction. Ensures agreed Service Level is being met daily and monthly • Develop, implement, and continually refine and improve Operations, Help Desk standards, and policies to conform to best practices and SLAs. Identify technology gaps and research and evaluate potential solutions. • Develop, implement… Show more • Plan, organize and manage Help Desk staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction. Ensures agreed Service Level is being met daily and monthly • Develop, implement, and continually refine and improve Operations, Help Desk standards, and policies to conform to best practices and SLAs. Identify technology gaps and research and evaluate potential solutions. • Develop, implement and continually refine and improve incident management procedures and documentation to align Help Desk operations with best practices and addressing triage/analysis, response, resolution, escalation and communication • Coordinate with other IT departments and business stakeholders on system upgrades and maintenance outages. • Facilitate the continued development of the KMS, and the overall process on moving to a knowledge management-centric help desk. • Identify, measure, benchmark, analyze and perform regular review of capacity reports, scorecards and Help Desk performance metrics, e.g. service availability, ticket volume, resolution rate, time to respond, time to resolution, change volume and customer survey results. Analyze results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results.

• IT Service Desk - Team Lead

  • Jun 2016 - Dec 2018

  Philippines • Manage a team consist of 48 Service Desk analysts with different roles • Monitor and analyze tickets open in Service Desk queue • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, and executive management. • Act as a technical focal point in cooperative relationships with other resolver team • Collaborate with Project Manager, Service Management team, Incident Management team… Show more • Manage a team consist of 48 Service Desk analysts with different roles • Monitor and analyze tickets open in Service Desk queue • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, and executive management. • Act as a technical focal point in cooperative relationships with other resolver team • Collaborate with Project Manager, Service Management team, Incident Management team, different towers and Service Delivery heads to ensure resolution and great service provided to client • Create and execute action plan for Service Desk in order to meet the agreed client’s SLA • Facilitates and join bridge calls for high priority tickets • Ensure analysts adherence to policies of the company • Create and track attendance for payroll, Pay for Performance Bonus scheme, Performance Improvement Plan • Conducts ticket audit to ensure quality service is consistently being provided • Serves as a role model and motivate the team

• IT Service Desk - Subject Matter Expert

  • Mar 2016 - Jun 2016

  Philippines • Facilitates process training and communication skills refresher training • Provide process and technical expertise and support to the team • Helps establish and update knowledge base documents • Facilitates training new-hire training, refresher training, process training • Assess and evaluates pushed back tickets • Manage crisis situations that may involve technically challenging issues and diverse audiences • Determines appropriate resolution for each concern and identify… Show more • Facilitates process training and communication skills refresher training • Provide process and technical expertise and support to the team • Helps establish and update knowledge base documents • Facilitates training new-hire training, refresher training, process training • Assess and evaluates pushed back tickets • Manage crisis situations that may involve technically challenging issues and diverse audiences • Determines appropriate resolution for each concern and identify issues to be escalated to proper region

• IT Service Desk Analyst

  • Mar 2015 - Feb 2016

  Philippines • Provide excellent service through phone to users for basic end user related hardware and software, desktop related LAN network systems, printer, application concern • Configuration and resetting the network access accounts whenever required • Installation of new hardware and software • Processing software and hardware by coordinating user setups, installations and upgrades. • Log user’s issues and requests to ticketing tool HP Service Manager • Manage, analyze, communicate… Show more • Provide excellent service through phone to users for basic end user related hardware and software, desktop related LAN network systems, printer, application concern • Configuration and resetting the network access accounts whenever required • Installation of new hardware and software • Processing software and hardware by coordinating user setups, installations and upgrades. • Log user’s issues and requests to ticketing tool HP Service Manager • Manage, analyze, communicate to different resolver groups to resolve inicidents sent to escalation mailbox



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Technical Support Analyst

  • Mar 2011 - Mar 2015

  • Provides answers to customers by identifying problems; researching answers; guiding customer through corrective steps • Accommodates client disabilities by recommending devices and techniques • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services • Gather customer’s information and determine the issue by evaluating and analyzing the symptom



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Specialist

  • Mar 2010 - Feb 2011

  • Attracts potential customers by answering product and service questions; suggesting information about other products and services. • Opens customer accounts by recording account information. • Maintains customer records by updating account information. • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to… Show more • Attracts potential customers by answering product and service questions; suggesting information about other products and services. • Opens customer accounts by recording account information. • Maintains customer records by updating account information. • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Show less