Service Desk / IT Technical Lead at Altourage (2023-01 – Present)
- Leading the Service Desk Team – Oversee after hours operations, guide technicians, and ensure high-quality support.
- Issue Resolution & Escalation – Ensure timely resolution of IT issues and escalate complex problems to appropriate teams.
- Performance Monitoring – Track service desk metrics, analyze trends, and implement improvements.
- Utilization – Ensuring optimal deployment of the service desk team by effectively managing workloads, assigning tickets, tasks, and projects to maximize efficiency and productivity.
- Policy & Procedure Development – Establish best practices for handling IT requests and incidents.
- Training & Mentorship – Provide guidance and training to service desk staff to enhance technical skills.
- Collaboration with IT Teams – Work with other departments to resolve technical challenges and improve service delivery.
Technical Business Consultant at Hybrex Australia Pty Ltd (2018-01 – 2023-12)
- System Optimization & Hardware Solutions - Assess hardware and network capabilities to enhance system efficiency. Provide innovative solutions such as PABX, cloud-based phone systems, and IP handsets by consulting with end-users and optimizing performance.
- Business Phone System Management - Ensure seamless operation and enhanced performance of business clients' phone systems through analysis and strategic improvements.
- Technical Troubleshooting & Repairs - Diagnose and resolve internet faults by troubleshooting with business IT teams or coordinating with carriers. Conduct diagnostic tests and implement continuity plans for uninterrupted service.
- End-User Training & Support - Provide training on hardware functionality and software programs as needed, ensuring effective utilization of systems.
- Field Collaboration & Technical Assistance - Work alongside field technicians to provide hands-on support, ensuring installations and technical issues are addressed efficiently.
Data Manager at Emapta Versatile Services Inc. (MORE TELECOM) (2017-01 – 2018-12)
- Data Integrity Management - Acts as the sole authority for editing and maintaining all business data and tools, ensuring accuracy and consistency.
- Performance & Financial Reporting - Creates and updates daily stats for Technical, Customer Service, and Sales Teams while managing daily, weekly, and monthly collection reports for all clients.
- Billing & Payment Processing - Prepares monthly business and consumer payment reports, updates monthly bill runs, and manages commission reports for all clients.
- Ad Hoc Reporting & Process Improvement - Provides custom reports for MORE Telecom and its clients while proactively identifying solutions and suggesting improvements to processes and reports.
- Sales Data Analysis & Administration - Supports administration by conducting data mining, analysis, and lead creation to enhance sales team performance.
- Technical Documentation & Training - Develops manuals and job aids for the technical support team to improve efficiency and knowledge retention.
- Technical Support & Reception Duties - Handles business technical calls and, when needed, assists as a receptionist to extend support to the technical team.
Helpdesk Team Leader at TPG Telecom (2013-01 – 2016-12)
- Team Leadership & Guidance - Provides clear direction, instructions, and support to the helpdesk team, ensuring alignment with objectives and operational goals.
- Training & Staff Development - Conducts product and process refreshers to enhance team knowledge and skills, helping staff reach their full potential.
- Strategy & Performance Management - Develops strategies to achieve team goals, including daily coaching, individual mentoring, and setting S.M.A.R.T. action plans to maintain KPI scorecard performance.
- Meetings & Business Alignment - Participates in weekly meetings to discuss staff development, process improvements, and company-wide planning initiatives.
- Helpdesk Operations Oversight - Manages the day-to-day workflow and operations of the Helpdesk Department to ensure efficiency and service excellence.
- Customer Satisfaction & Feedback Analysis - Conducts NPS (Net Promoter Score) reviews and callbacks to understand customer feedback, improve experiences, save clients through retention and coach staff effectively.
- Reporting & Documentation - Creates daily, weekly, and monthly reports on assigned tasks, ensuring relevant data is communicated to appropriate stakeholders.
Team Leader / SME / QA at TELUS International Philippines (2008-01 – 2012-12)
- Staff Training & Development - Conducts product and process refreshers for all team members to enhance skills and support their professional growth.
- Coaching & Mentorship - Performs daily coaching sessions with staff members to strengthen their capabilities and drive continuous improvement.
- Call Quality & Knowledge Evaluation - Monitors and assesses staff call quality and product knowledge to identify areas for improvement and ensure excellent service delivery.
- Process Review & Optimization - Analyzes department needs to review and refine processes, ensuring efficiency and alignment with business objectives.
- Reporting & Business Insights - Generates daily and weekly reports for business reviews, providing valuable insights for operational enhancements.
Technical Support Representative at INFOCOM Technologies (PLDT Subsidiary) (2006-01 – 2007-12)
- Remote Troubleshooting & Support - Diagnoses and resolves residential internet connection issues via phone, email, and other communication channels to ensure seamless service for customers.
- Technician Coordination & Reporting - Generates detailed reports for technician visits to facilitate repairs of internet and home phone services nationwide, ensuring timely resolution of technical issues.
