Yupaporn Teanban

Results-driven IT Operations Team Leader with over 10+ years of experience in managing high-scale helpdesk environments and optimizing service delivery. Expert in Process Automation using Google Apps Script, SLA/KPI management, and Large-scale Data Migration. Proven track record in leading multi-functional teams for major enterprise-level projects while enhancing operational efficiency through digital transformation.

SUPERVISOR HELPDESK

IRCP CORPORATION PCL

• Operational Excellence through Automation: Developed and implemented custom Google Apps Script solutions to automate daily/weekly reporting and shift scheduling, reducing administrative manual tasks by 40%.

• Strategic Support Planning: Designed end-to-end client support frameworks based on Terms of Reference (TOR) and established Service Level Agreements (SLAs) for the Social Security Office (SSO) project.

• Data Migration & Stakeholder Management: Managed and oversaw complex Data Migration processes; led project progress presentations and stakeholder meetings to ensure alignment with client requirements.

• Digital Transformation: Integrated modern tools such as Jira Service Management and LINE Official Account to streamline support channels and enhance real-time incident tracking.

• Team Leadership & Mentorship: Led and mentored a helpdesk team of 6 agents, establishing clear KPIs and managing technical escalations to maintain 100% SLA compliance.

• QA & System Testing: Performed comprehensive manual system testing and UAT coordination, developing knowledge bases to ensure seamless Pilot and Go-Live transitions.

Bachelor of Science in Computer Science – Bansomdejchaopraya Rajabhat University