Maria Vanessa Jane G. Morales
Pasig City
Overview
19
19
years of professional experience
12
12
years of post-secondary education
Work History
Service Delivery Lead
Luzon Global
03.2025 - Current
- Managed client profiles, streamlined processes, and facilitated handover meetings. Conducted regular staff check-ins to ensure smooth operations.
- Attended discovery meetings to gather role requirements and updated position descriptions per company standards.
- Handled IT setup and access for new hires, coordinated onboarding and training, and ensured alignment with client IT systems.
- Coordinated client-candidate meetings, formatted CVs, facilitated interviews, and provided regular recruitment updates.
- Joined daily stand-ups and catch-up meetings to stay aligned with team goals and updates.
IT Service Desk Team Lead - PH and AU
Bluestone Home Loans
04.2022 - 03.2025
- Lead, support, delegate, train, and guide IT Analyst's (PH base) Desktop Engineer (AU base) with their tickets, task and projects. This is to ensure we met targets and SLA's.
- Conduct 1 on 1 fourth nightly, coaching, facilitate and organize trainings to Service Desk Support to ensure they know the new process and develop new skills.
- Point of Escalation of Minor and major Incident. Monitor, track and review server alerts.
- Communicate and send comms when there is High, Critical Incidents, Planned Service Interruptions and Advisory Notice etc. to all users.
- Ensure all tools and applications are working and functioning properly. For any issues I will escalate it to Head of Infrastructure and Cyber Security, Head of Engineering and CTO if necessary.
- Building, review and update knowledge base articles.
- Conduct trainings to business users based in PH when there is a new tools and applications.
- Participating and get involve in audits such as and not limited to user Access review, office security facilities audit, and list of asset audits.
- Managing assets from purchasing, tracking, declaring to PEZA. Acquiring PEZA permit for Farm in and farm out of assets.
- Fourth nightly meetings with Manila Managers and providing IT updates.
- Support PH, AU, NZ internal team by resolving their IT challenges remotely and in person.
- Onboarding - Set up systems and hardware. Offboarding - Arrange the return of hardware, follow processes for system offboarding.
- Assisting Developers to Re-Run failed SQL Jobs.
- Support Bluestone 3rd party outsourcing BPO from onboarding, offboarding, provisioning access and technical challenges with Citrix and other applications. Provides information on how to use their tools.
Service Delivery Lead - Senior for Executive Services
Craveablebrands - Cloud staff Inc.
07.2021 - 03.2022
- Serve as an escalation point for clients.
- Work with Service Delivery Manager and Support Team Lead on improving current processes.
- Weekly/fortnightly meetings with third party vendors like aures, IMI, oracle, Nexon etc.
- KPI keeper, Manage Roster, leaves and offset.
- Be on the CAB and attend weekly CAB meetings.
- Analyzing Problem Management cases.
- Provide important updates and manage projects and new processes.
- Managing sending out comms to business along with Service Delivery Manager and Team Lead on outages.
- Evaluate, Approve and Create solution knowledge base article.
- Manage Service Desk Plans and Level 2 Strategy Plans.
- Coaches Support Team Lead and Senior Technical support (L2), Technical Support (L1) and assesses their performance.
- Orient newbies and from PH staff and create their admin credentials.
- Determine operational strategies and conducting assessments, performance reviews and benefit analysis.
Executive Services Specialist II
Support Team Lead
11.2017 - 07.2022
- Manage escalations from Franchise partners and business consultants.
- Building rapport with FPs, Business Consultants and our vendors.
- Weekly/fortnightly meetings with third party vendors like aures, IMI, oracle, Nexon etc.
- Having fortnightly one on ones with individual team members.
- Coaching L1 and L2 agents.
- Working with support team on all unresolved tickets.
- Knowledge base owner and manage solution article build.
- Work with Service Delivery Manager and Service Delivery Lead on improving current processes.
- Managing sending out comms to business along with Service Delivery Lead and Service Delivery Manager on outages.
- Be on the CAB and attend weekly CAB meetings.
- Manage Fresh dashboard and announce monthly top agents.
- Provide important updates and manage projects and new processes.
Executive Services Specialist II
Technical Support Level 1
12.2016 - 11.2017
- Answering phone calls. Troubleshooting cables, register, stations.
- Sending emails EOD reports. Remediating systems. Reprocess failed orders online.
- Response through emails regarding with customers concerns and complaints.
General Care (CSR II)
Teletech Pampanga - T_MOBILE
12.2015 - 12.2016
- Answering billing inquiries.
- Sending emails to unlock phones and handset research.
- Processing upgrades both phones and plan, Processing payments.
- Troubleshooting network, phones, and third-party applications.
- Reselling and upselling products such as: phones and accessories.
CSR Billing/Collections/Cancelation Dept.
CLEARWIRE
11.2013 - 12.2015
- Answering billing concerns, Processing payments.
- Troubleshooting PCs, cellphones, home routers and wireless routers and third party applications.
- Calling Third-party Collections Department.
- Save attempt to those customers who wants to cancel their internet subscription.
- Reselling and upselling products such as phones and accessories.
Computer Instructor / IT Personnel
St. Nicholas Academy of Guagua
01.2008 - 01.2013
- Computer Teacher from Kinder I - IV-YEAR HS /Handling values subject from I - III HS.
- Creating PowerPoint presentation in any school activities.
- Printing and designing certificates and diplomas, Data encoder.
- Teacher coach (badminton and basketball elementary).
Computer Instructor/Data Encoder
Immaculate Conception Parochial School of Archdiocese of Pampanga
01.2007 - 01.2008
- Computer Teacher (Grade I - II-YEAR HS / Handling values subject from I - II YEAR HS.
- Data encoder, School Organization Coach.
- Immaculate Parish Church, Projector, Slide flasher (February - May 2008).
Education
Bachelor of Science - Computer Science - ACT
Guagua National Colleges
Guagua, Pampanga 01.2004 - 04.2007
Secondary - undefined
Guagua National Colleges
Guagua, Pampanga 01.2000 - 04.2003
Elementary - undefined
Immaculate Conception Parochial School
Sto. Niño Guagua, Pampanga 01.1994 - 04.1999
Korean Language Course - undefined
Jong Phil Language Center Inc.
Lubao, PampangaSkills
Develop Team Member
Ability to advise
Lead and motivate teams
Resilience in handling escalations
Work under pressure
Customer focused approach
Commitment to service delivery
Out of the box thinking
Problem resolution
Knowledgeable of Networking
Cisco Meraki portal
Meraki switches
Access Point
Azure
Oracle OHEICS
Salesforce/CRM
Macromatix
EMC Micros Simphony
Adi Insights
Fresh service
Talkdesk
Fresh Chat
Kaseya
LogMeIn
Microsoft Offices
Microsoft 365 Entra
Admin and Exchange
Atlassian Jira
Confluence
Citrix
AWS
AWS Connect
Google workspace
TeamViewer
Forti Client VPN
Netskope
CrowdStrike
Troubleshooting POS
EFTPOS pinpads
Digital Menu boards
Kiosk
Kitchen Display Screens
Printers/network printers
Scanners
Office computers
Wallboards
Chromebook
Chrome box
Monitors
Reset laptop
Set up BitLocker
Certificates Awards
- Values Awards - (Bluestone - 02/2025)
- Values Awards - (Bluestone - 08/2024)
- Star of the Quarter (Bluestone - 2023)
- Own IT like a Boss Values Awards (Bluestone - 2023)
- Level 2 Customer WOW Champion - For the Month of July 2021 (Craveablebrands)
- Level 2 Speed Racer - For the Month of June 2021 (Craveablebrands)
- Level 2 MVP, Sharpshooter, Speed Racer - For the Month of May (Craveablebrands)
- Made a difference Award, Craveable Brands (11/05/18)
- Korean Language Course Jong Phil Language Center Inc.
- M. Pineda Sports Center Brgy. San Nicolas 1st Lubao, Pampanga
- TESDA Accreditation No. 0603052087 (04/29/11)
- "Neuro - Linguistic Programming for Leaders - The Power of Language" (02/04/12)
- 5th Pampanga Private School, Administrators and Teacher (01/30/08)
- Personality Development Seminar (University of the Assumption, 07/15/04)
- Immaculate Conception Parochial School (SY 1998 - 199)
- Elementary Diploma
- Loyalty Award
- Bronze (Badminton Single, Zonal Meet)
- Guagua National Colleges (SY 2002 -2003)
- High School Diploma
- Guagua National Colleges SY 2004 - 2007
- College Diploma - BSCS-ACT
- Certificate in Citizen Army Training (C.A.T)
- Certificate in National Training Program (N.S.T.P)
- Certificate in Web Development, Macro Media Fireworks, php Programming Language, and MySQL (02/26/07)
- Certificate in 3rd Place Winner in Investigatory Project (Improvise Projector)
Webinars Seminars Trainings
- Couching
- Getting Started in Crypto - Lean Callon - Butler & Nathan Smale (Cloudstaff 09/04/21)
- How to Rise Above Your Fears Even if You Don't Believe in Yourself? - Chris Van Loo (Cloudstaff 06/19/21)
- Success: How 2 Rise 2 the Top with your story - Christopher Kai (Cloudstaff 04/24/21)
- Tips on how to quickly embrace the existing situation, how working from home requires new skills, how crisis accelerates the momentum, how to enjoy life in the midst of difficulties, and how to turn your passion into purpose and purposeful productivity. - Francis Kong, Coach Pat De Leon, and Joyce Pring (Cloudstaff, 09/05/20)
- Team Leadership Training, Cloudstaff Inc. (03/06/19)
- Professional Language Training, Cloudstaff Inc. (07/31/18)
- T-Mobile Product Training, Teletech Pampanga (01/29/16)
- Classroom Management St. Nicholas Academy of Guagua (11/2012)
- Orientation 4 I.T St. Mary's Academy Guagua (07/15/12)
- Orientation 4 I.T Guagua National Colleges (06/10/10)
- Continuing Learning Education Seminar Series St. Scholastica's Academy City of San Fernando (11/20/11)
- Teaching Strategy, St. Nicholas Academy of Guagua (11/2008)
- Campus Journalism at University of the Assumption (03/24/08)
- SRA, Series Reading, Holy Rosary Academy Lubao Pampanga (12/10/07)
Timeline
Service Delivery Lead
Luzon Global
03.2025 - Current
IT Service Desk Team Lead - PH and AU
Bluestone Home Loans
04.2022 - 03.2025
Service Delivery Lead - Senior for Executive Services
Craveablebrands - Cloud staff Inc.
07.2021 - 03.2022
Executive Services Specialist II
Support Team Lead
11.2017 - 07.2022
Executive Services Specialist II
Technical Support Level 1
12.2016 - 11.2017
General Care (CSR II)
Teletech Pampanga - T_MOBILE
12.2015 - 12.2016
CSR Billing/Collections/Cancelation Dept.
CLEARWIRE
11.2013 - 12.2015
Computer Instructor / IT Personnel
St. Nicholas Academy of Guagua
01.2008 - 01.2013
Computer Instructor/Data Encoder
Immaculate Conception Parochial School of Archdiocese of Pampanga
01.2007 - 01.2008
Bachelor of Science - Computer Science - ACT
Guagua National Colleges
01.2004 - 04.2007
Secondary - undefined
Guagua National Colleges
01.2000 - 04.2003
Elementary - undefined
Immaculate Conception Parochial School
01.1994 - 04.1999
Korean Language Course - undefined
Jong Phil Language Center Inc.