•Team Leader and Coach – Direct management and assessment of 20+ people (Combination of IT Technical Associates and Analysts) •Supervised and managed daily technical remote operations in Philippines and covered other SEA countries •Handled and diagnosed software and technical complex issues for end users through remote with cross-functional IT teams collaboration, and achieved timely service request fulfillment, and incident resolution and management within agreed SLAs •Managed and provided primary support to inquiries and issues through chat technology bot that significantly decreased the number of daily open tickets in the Philippines up to 30% •Served as Service Desk back-up as part of Business Continuity Plan •Served as a Training Council; Led and trained multiple Associates and Analysts for onboarding, upskilling, and introduction and thorough discussion of processes, services, and current and new tools •Ensured frequent analysis and reporting to Management; Addressed escalations •Proposed ideas and automations for service and process improvements that resulted to efficiency, reduced errors, and customer ease and satisfaction •Improved team’s resource management that resulted to better and satisfactory result, cost reduction, boosted productivity and employee performance •2019-2022 - Assigned as a Transition Control Analyst; Successfully worked on multiple roles simultaneously •Managed and controlled overall transition for new deals, expansion, movement, migration and wrap up projects – for BPO and Tech business units •Captured and reviewed transition requirements •Coordinated directly with Stakeholders, Project Managers, Vendors and cross-functional IT teams for progress and completion •Successfully managed and driven checkpoint meetings, Engineer Acceptance Test (EAT), User Acceptance Test (UAT), and Soft Go-Live support