Arvin De Borja

IT Service Desk and Service Delivery leader with 12+ years of enterprise IT experience across regional and global environments. Experienced in IT service desk management, ITIL-based incident, problem, and change management, major incident management, SLA/KPI governance, service delivery, escalation management, knowledge management, and continual service improvement. Led teams of up to 15+ support professionals, managed high-volume support operations, and partnered with international stakeholders to improve service quality, compliance, customer satisfaction, and operational efficiency.

Overall Lead - Asia Service Desk at THE JAPAN RESEARCH INSTITUTE, PHILIPPINE BRANCH (2025-05 – 2026-06)

Directed end-to-end IT Service Desk technical operations across the Asia-Pacific region, standardizing service catalog structures and aligning operations with global IT governance guidelines.

• Governed service requests, application lifecycle issues, identity-related requests, and critical infrastructure tickets across multiple business domains using data-driven service metrics.
• Led and mentored a high-performing engineering team, established operational performance benchmarks, optimized task distribution, and streamlined Tier 1 to Tier 3 escalation procedures.
• Identified systemic operational bottlenecks and championed automated triage workflows to reduce Mean Time to Resolution (MTTR) and repeat incidents.
• Partnered with international senior leadership to prepare and deliver monthly performance reports, translating ITSM data into actionable operational strategies.
• Architected and executed the cutover, transition, and operational onboarding of regional multi-site infrastructure services into the consolidated Asia Service Desk with zero operational disruption.
• Maintained 95%+ SLA compliance across high-volume queues and improved regional CSAT to 90% through structured quality improvement initiatives and automated ticket lifecycle auditing.

Global IT Service Desk Supervisor at ALORICA TELESERVICES INC (2022-10 – 2025-02)

Led operational support for 15+ Global IT Service Desk Engineers, ensuring 24/7 coverage, queue optimization, and workforce alignment.

• Served as Command Lead for high-priority global incidents, coordinating rapid escalation and resolution activities while maintaining endpoint compliance.
• Implemented performance coaching, operational audits, and weekly diagnostic reviews to strengthen team capability and service quality.
• Directed the expansion, revision, and validation of the central Knowledge Base (KBA Portal), supporting shift-left resolution and end-user self-service.
• Engineered and launched an Automated Ticket Mapping system, IT Asset Badge Recognition platform, and PC Compliance Sweep process to improve device compliance auditing.
• Partnered with international Quality Assurance teams to establish consistent technical response strategies for high-volume global support operations.

IT Service Desk Supervisor at TATA CONSULTANCY SERVICES (2016-08 – 2022-10)

Managed operations for 15+ Technical Support Analysts within a high-volume, ITIL-compliant enterprise environment.

• Served as the primary escalation point for complex omnichannel contacts across ticketing, inbound telephony, and self-service portals, coordinating cross-functional resolution strategies.
• Partnered with Quality Assurance and Resource Scheduling teams to identify performance gaps and deliver targeted coaching for compliance and service readiness.
• Advanced from L1 IT Service Desk Analyst to Service Desk Team Supervisor within three years based on strong performance.
• Recognized repeatedly as a Top-Performing Team Lead while sustaining 89%-91% monthly CSAT and maintaining accurate audit trails.

Technical Sales Support Specialist at HEWLETT PACKARD (2015-04 – 2016-04)

Used corporate hardware utilities, technical matrices, and manufacturer repositories to diagnose enterprise device lifecycle dependencies and support technical sales activities.

SAP Technical Consultant at SAP SUCCESSFACTORS (2014-06 – 2014-12)

Provided Tier 1 technical administration and functional cloud application diagnostics for international SAP SuccessFactors HR enterprise accounts, including ticket logging and environment testing.

Bachelor of Science in Information Technology – Don Bosco Technical College (2010 – 2014)