Leander Pahang

Industry: Critical Infrastructure Services. Sectors: Telecommunications, Renewable Energy, Electric Vehicle (EV) Infrastructure, Energy Storage, Data Centers & Critical Facilities. Organization: Innovation & Technology Services. Function: Infrastructure, Security & Operations

Service Desk Manager - Pearce Services

(2025-12)

Industry: Critical Infrastructure Services. Sectors: Telecommunications, Renewable Energy, Electric Vehicle (EV) Infrastructure, Energy Storage, Data Centers & Critical Facilities. Organization: Innovation & Technology Services. Function: Infrastructure, Security & Operations

• Operational & Strategic Excellence
• Technical Oversight

Senior Service Delivery Lead - OpsWerks Inc.-Mandaluyong - Mandaluyong

(2024-03 - 2025-11)

Industry: Information Technology Services. Sectors: Managed Services (DevOps & SRE), Cloud & Infrastructure Services, Platform Operations & Monitoring, Cybersecurity & Compliance and Digital Transformation. Organization: Product Services Group. Function: Cloud Infrastructure Support - SRE. Operations leader for a Global IT Technology client servicing Wallet, Payment and Commerce business in Infrastructure Engineering capability.

• Overseen Site Reliability Engineers in the areas of Cloud Engineering, Traffic Engineering, Vault Security, Development to Production, Data Services, and Build & Release
• Process and Service Improvement
• Service Delivery Execution
• Operational Efficiency

Service Delivery Manager - Wipro Philippines, Inc-Quezon City - Quezon City

(2023-06 - 2024-03)

• Operational Excellence
• Innovation Focus
• Capability Development and Talent Pipeline Creation

Manager Technology Support - IT Service Desk - Optum Global Solutions Philippines, Inc-Muntinlupa - Muntinlupa

(2020-11 - 2023-06)

Industry: Healthcare and Business Process Outsourcing.

Sector: Information Technology & Data.

Organization: Technology & Innovation.

Function: IT Service Management - IT Service Desk. Head of IT Service Desk domain for Philippines-based group (Associate Director).

Managed Associate

Managers of a Global IT Service Desk capacity. Managed a 24x7 Global IT Service Desk groups for a hospital services client. High-level escalation support for Epic, Telehealth, MyChart and applications & systems triaging.

• Overseen day-to-day Operations and handle escalations during Philippines and (US) Pacific Standard Time.
• Partnered with IT Service Desk leadership and drive priorities/special projects within Philippines and United States of America (e.g. Planning for additional services delivered, SLA improvement initiatives, etc.)
• Worked closely with partners and stakeholders and own planning & forecasting activities, workspace and IT assets.
• Responsible for ensuring adherence to company policies and procedures regarding the safeguarding of protected information such as Personal Health Information (PHI/PII), access to corporate systems and other compliances warranted by local labor laws.
• Responsible for creation and upkeep of documents like SOPs and Job aids.
• Responsible for creating and closely tracking statistical metrics regarding tickets and contact quality, first call resolution and call handle time.
• Worked with Team Leads and be responsible to ensure adequate coverage is provided by the PH team and will oversee schedule adherence and shift rotation plans.
• Responsible for delivering value to client by identifying process improvement areas, automation opportunities and partner with Leaders to drive initiatives.
• Responsible for identifying training needs of the PH team and working with various stakeholders to enable them.
• Mentored and coach PH team to drive employee experience activities and motivation.
• Owned staffing activities like performance management and hiring.

Senior Associate - Regional Lead IT Service Desk - MSCI Hongkong Limited, Inc-Makati - Makati

(2016-05 - 2020-10)

Industry: Financial Investment Services. Sector: Index Services, Data & Analytics, ESG & Climate Products and Operational Support. Organization: Workplace Technology. Function: End User Support Services - IT Service Desk. Regional Lead for End User Technology Services - Workplace Technology. Operations Lead across Global IT Service Desk Team.

• Continuous Improvement

Technical Consultant - Total Information Management, Corp-Makati - Makati

(2016-01 - 2016-05)

Industry: Information and Communication. Sector: IT Services and Consulting. Organization: Project Management. Function: Technical Consultant. Project Manager under Special Project for Smartmatic-TIM related to the Philippines 2016 National and Local Elections. Liaison Officer between the company and political parties/agencies to discuss the VCM technology.

• Client Relations Management
• Project based role

Client Services Consultant - ADP Philippines, Inc-Makati - Makati

(2014-10 - 2015-10)

• Continuous Improvement
• Application Support for Enterprise eTime platform.
• Collaboration with cross-functional groups
• Technical Services and Client Delivery

Data Analytics Specialist - CSC Malaysia, Sdn Bhd-Petaling Jaya, Selangor - Petaling Jaya, Selangor

(2013-02 - 2014-04)

Industry: Software & IT Services. Sector: Technology. Organization: Operational Support Group. Function: Data & Analytics. As part of the Data Analytics Specialist team, We focus on the opportunities that Service Desk Operations have in terms of First Call Resolution (FCR). We provide data analysis in a daily, weekly and monthly basis depending on the client needs.

• Collected and studied data to reveal ways to improve a business or databases and the data entered into those databases.
• Gathered information from various sources that might help to better understand the situation and then studies the information to find a solution. Must identify and interpret patterns and trends, assess data quality and eliminate irrelevant data. During research, must seek other experts in the area related to the situation to learn more about it and potential solutions. Might also request the assistance of statisticians or other data analysts.
• Communicated the results of the analysis as a comprehensive report to decision makers and others affected by the results. Designs the report and includes tools that can help those involved easily digest the data, such as statistics, graphs, images and lists.

Technical Lead - CSC Malaysia, Sdn Bhd-Petaling Jaya, Selangor - Petaling Jaya, Selangor

(2011-12 - 2013-02)

Industry: Software & IT Services. Sector: Technology. Organization: IT Service Management. Function: IT Service Desk. Escalation POC when a concern arise on the part of the client such as Service Alerts and Outages that needs attention from the Resolver Group like Desktop Team, Wintel, SAP Group and other teams that handles CareFusion/Cardinal Health and CSC.

• Managed IT Service Desk members to ensure of the target SLA and OLA.
• Knowledge Management ensuring an up-to-date process' and procedures.
• Provided proficiency on the subject and guides other professionals working on a project to ensure the content is accurate.
• Selected objectives and content, in addition to reviewing the final information of a certain product or services before conducting a training or course to the team.
• Provided 24x7 structure of support for customers in AMER and APAC regions with multi-lingual channels via phone, chat and e-mail

IT Service Desk Analyst - CSC Malaysia, Sdn Bhd-Petaling Jaya, Selangor - Petaling Jaya, Selangor

(2011-04 - 2011-12)

Industry: Software & IT Services.

Sector: Technology.

Organization: IT Service Management.

Function: IT Service Desk.

As Service

Point of Contact (SPOC) by CareFusion employees, We provide resolutions on their concerns such as Desktop/Laptop issues, Pre-installed programs like SAP, VPN and other programs and softwares that CareFusion employees uses.

Windows Operating

Systems such as XP and Win 7 issues are also supported as Service Desk Analyst. By using Active Directory, We do password reset for CareFusion employees for their Windows Login and adding recipients on the Distribution List/Group.

• Initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
• Responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of our ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.
• End-to-end customer experience and provides a single point-of-contact for the customer.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.

Support Engineer - Cybernet Slash-Support, Corp-Taguig - Taguig

(2010-06 - 2011-04)

Industry: Information Technology and Services. Sector: Tech Support Services. Organization: Consumer Technical Support. Function: Support Engineering Services. Providing best resolution for Netgear's consumer products such as Router, Switch, Adapter and Storage devices. As Support Engineer, We provide assurance to resolve issues on our consumer's products to maintain customer's expectation on the services that Netgear offers.

• Filing reports regarding product problems
• Researching technical issues
• Managing and processing customer orders
• Walk through customers through solutions
• Reviewing product change requests
• Learning about product updates and new technologies
• Report defects or offer suggestions for product improvement. Through our investigations, we contribute to product knowledge and help make future technical support easier. Our responsibilities may include taking action to resolve problems, troubleshooting, answering phones calls, and responding to e-mails.

Network Specialist - Advanced Contact Solutions, Inc-Makati - Makati

(2009-08 - 2010-05)

Industry: Business Process Outsourcing and Call Center. Sector: Telecommunication. Organization & Function: Technical Support. As Level 3 Technical Support for Verizon Operations, We provide assurance that issues or concerns will be endorsed to the right group. Do escalations when needed from the Level 2 support. And provide proper and advanced troubleshooting techniques to make assurance of the resolution.

• Helps establish a computer network and keep it operational. Their tasks may include installing and maintaining network systems and equipment, monitoring network performance, and utilizing network testing equipment to correct problems.
• I work on network systems, such as local area network (LAN), wide area network (WAN), and Internet systems or a segment of a network system. We perform network maintenance to ensure networks operate correctly with minimal interruption. Must also be a good diagnostician to figure out what is causing problems in the network.

Technical Support Representative II - Advanced Contact Solutions, Inc-Makati - Makati

(2006-04 - 2009-08)

Industry: Business Process Outsourcing and Call Center. Sector: Telecommunication. Organization & Function: Technical Support. First Point of Contact by Verizon consumers, We provide the best of resolution to make sure that issues and concerns will be addresses properly. Hardware, Softwares and Network Connections are handled for consumers when problem arises from their Desktop, Laptop and Networking Devices such as Modem, Routers and Network Adapters.

• Provided supports to clients by identifying problems, researching answers and guiding client through corrective steps. Improves client references by writing and maintaining documentation. Participates in development of client training programs by identifying learning issues.
• Accommodated client disabilities by recommending devices and techniques.
• Avoids legal challenges by monitoring compliance with service agreements.
• Improves system performance by identifying problems and recommending changes.

Bachelor's degree - Information Technology - MAPUA INSTITUTE OF TECHNOLOGY (2002-07 - 2010-05)