Hi, I’m
ABEL ASAY
IT Team Lead
Quezon City
Summary
Experienced IT helpdesk support possesses excellent leadership skills and a highly analytical focus. Sound communication skills and good ability to multitask. Has a two-year degree in Information Technology along with almost 8 years of experience responsible in IT Team support/Lead role. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
years of professional experience
2
years of post-secondary education
Work History
Elevate Services Philippines
IT Team Lead
03.2022 - Current
Job overview
- Responsible for managing day to day IT Operations which includes managing 12 people that works in a 24x5 shift
- Responsible for handling customers escalations and driving immediate resolution
- Responsible for providing daily, weekly, and monthly IT service reports such as Ticket Overview, Customer Satisfaction, Ticket Quality Check, Resource for IT, Creating Knowledge Articles
- Responsible for Training New Hires to ensure that they are well equipped once they are endorsed to operations.
HCL Technologies
IT Service Desk L2 Analyst
04.2021 - 03.2022
Job overview
- Responsible for Managing All Major Incidents
- Setting up tech bridge, Engaging Resolver Groups, Sending out comms in a timely manner to ensure stakeholders are well informed
- Responsible for reviewing and processing change requests
- Checking back up plan, business impact and other criteria to ensure that there will be no impact in operations while initiating the change process
- Responsible for weekly major incident review with the managers to ensure all major incidents are properly handled.
Wipro
Service Desk Team Lead, Team Lead
01.2016 - 04.2021
Job overview
- Currently handling 22 FTEs as a,
- Previously doing product training for new hires to ensure they are properly equipped before endorsing them to productions
- Responsible for doing floor walk providing second level of support to all analysts and taking up supervisor calls
- Monitoring CMS to make sure all incoming calls/chats are answered and manage break schedules
- Responsible in monitoring high priority tickets and ensure that tickets will not be breached, and clients will be informed by sending email communications
- Provides feedback to agents to ensure all KPI’s are properly met
- Managing weekly governance calls with different site delivery managers from different countries to present the biweekly service desk status (escalation management, ticket management, csat management, knowledge management)
Convergys
Technical Support
04.2015 - 01.2016
Job overview
- Responsible in assisting user with their technical needs for printer
SPI Global Services, Advanced Customer
04.2014 - 04.2015
Job overview
- Responsible for assisting customers with their technical and billing needs.
Education
University of the East
Bachelor of Science from Information Technology
01.2005 - 01.2007
Skills
Technical Skillsundefined
Accomplishments
- Influential Leadership/Performance Management conducted by Marife Mendoza - Wipro Manila February 2018
Timeline
IT Team Lead
Elevate Services Philippines
03.2022 - Current
IT Service Desk L2 Analyst
HCL Technologies
04.2021 - 03.2022
Service Desk Team Lead, Team Lead
Wipro
01.2016 - 04.2021
Technical Support
Convergys
04.2015 - 01.2016
SPI Global Services, Advanced Customer
04.2014 - 04.2015
University of the East
Bachelor of Science from Information Technology
01.2005 - 01.2007
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