Jeff Magpantay

Experienced IT professional with over 15 years of experience across service desk operations, infrastructure support, and systems engineering. Currently working as a Supervisor - Systems Engineer | IT support in an enterprise retail environment, supporting end users, stores, and business-critical systems. Strong expertise in SCCM, VMware, Azure, Intune, Nexthink, Aternity, Windows environments, and team leadership.

Supervisor - IT Support at Freedom Furniture Australia (2024-01 – 2026-12)

• Lead and manage daily IT support operations across corporate and retail environments, ensuring consistent service delivery
• Serve as the key escalation point for complex Level 2 issues involving hardware, software, POS systems, printers, and network connectivity
• Drive ticket queue management, prioritization, and workload distribution to meet SLA targets and improve resolution times
• Coach and support IT support analysts to enhance team performance, technical capability, and service quality
• Coordinate end-to-end store IT setups, including tills, printers, and network infrastructure
• Manage vendor escalations (printers, telephony, infrastructure), ensuring timely resolution and minimal business disruption
• Administer identity and access management via Active Directory and Microsoft 365
• Analyze recurring incidents and implement process improvements to reduce repeat issues and improve efficiency
• Ensure high availability of business-critical systems, minimizing downtime across retail operations

Supervisor / Consultant – Systems Engineer at Accenture Inc. (2022-01 – 2024-12)

• Lead and supervise Systems Engineer and Systems Administrator teams managing SCCM
• Monitor and optimize Windows systems and server performance
• Ensure patch compliance and security updates across infrastructure
• Assign and manage team workloads and queue distribution
• Mentor L2 and L3 engineers

Senior Systems Engineer at Teletech (2014-01 – 2022-12)

• Design, build, and implement VMware infrastructure following best practices for virtual servers and desktop environments across global data centers
• Manage virtual machines using VMware Horizon (View Admin) and perform configuration and troubleshooting in vCenter
• Administer enterprise endpoints in compliance with company and client security and operational policies
• Develop automation scripts to streamline operational tasks and improve efficiency
• Collaborate with cross-functional teams during outage bridges to support incident resolution
• Create and maintain custom endpoint reports using Tableau for monitoring and analysis

Senior Analyst - Service Desk at Teletech (2010-01 – 2014-12)

• Lead and manage daily IT support operations across corporate and retail environments, ensuring consistent service delivery
• Serve as the key escalation point for complex Level 2 issues involving hardware, software, POS systems, printers, and network connectivity
• Drive ticket queue management, prioritization, and workload distribution to meet SLA targets and improve resolution times
• Coach and support IT support analysts to enhance team performance, technical capability, and service quality
• Coordinate end-to-end store IT setups, including tills, printers, and network infrastructure
• Manage vendor escalations (printers, telephony, infrastructure), ensuring timely resolution and minimal business disruption
• Administer identity and access management via Active Directory and Microsoft 365
• Analyze recurring incidents and implement process improvements to reduce repeat issues and improve efficiency
• Ensure high availability of business-critical systems, minimizing downtime across retail operations