Charlene Mae De Vera
SERVICE DELIVERY MANAGER. PROJECT MANAGER. CSM
Quezon City
Summary
Certified Scrum Master and versatile Tech Engineer with 12 years of combined experience in IT service management, project delivery, and customer support. Skilled in Microsoft 365, Azure Active Directory, virtual desktops, and secure email gateways. Experienced in leveraging automation to streamline operations, boost efficiency, and improve service delivery. Adaptable and committed to continuous learning in emerging technologies.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Project Manager
Zertain Inc
08.2024 - Current
- Manages daily project operations, coordinating teams, tracking progress, and overseeing budgets and timelines. Facilitates stakeholder alignment, resolves issues, and ensures deliverables meet business goals while maintaining documentation, reporting, and process improvements.
IT Service Desk Engineer
Eze Castle Integration Philippines Inc
04.2022 - 10.2024
- Skilled in IT service management with expertise in managed services, cybersecurity, and business transformation. Proficient in Microsoft 365, Intune MDM, Azure AD, and Exchange Admin Center. Experienced with Citrix, Azure Virtual Desktop, secure email gateways, and Group Policy. Strong background in end-user support, troubleshooting, and access management using FreshService/FreshWorks.
Client Services Engineer
Taguig City
05.2021 - 01.2022
- Experienced in Windows OS troubleshooting, Active Directory/Azure AD, and ServiceNow. Proficient in Citrix, Azure Virtual Desktop, VPN administration, DFS troubleshooting, and application support.
IT Service Desk
Wipro Limited
07.2018 - 04.2021
- Provides technical assistance via phone, email, chat, and web while ensuring a high level of customer service and adherence to service management principles. Take ownership of user issues, proactively identify and prioritize incidents, and create knowledge base documents for processes, workarounds, and problem resolutions.
Technical Support Representative
Convergys Philippines
06.2015 - 12.2017
- Supported Team Leader by coaching new agents during transition, monitoring calls, handling escalations, and transferring skills. Assisted in daily operations while providing feedback to improve team performance and growth.
Collections Agent
Concentrix
12.2014 - 04.2015
- Conducted outbound mortgage collection calls and assisted customers with managing their accounts. Handled inbound and outbound expenditure discussions to help customers effectively manage their mortgage payments.
Executive Assistant
Philippine National Police Directorate
06.2011 - 10.2012
- Managed schedules, prepared expenditure reports, and organized meetings and documentation. Handled office communications, created reports and materials, maintained filing systems, and supported other administrative tasks.
Education
Bachelor of Science in Information Technology - Business Analytics and Service Management
FEU Institute of Technology
01.2024
Bachelor of Science in Information Technology - undefined
STI College
01.2015
Skills
- Citrix Systems
- Microsoft Azure
- Group Policy
- Desktop Environments
- IT Service Management
- Mobile Device Management
- Strategic planning
- Work flow planning
- Client relations
- Productivity improvement
Timeline
Project Manager
Zertain Inc
08.2024 - Current
IT Service Desk Engineer
Eze Castle Integration Philippines Inc
04.2022 - 10.2024
Client Services Engineer
Taguig City
05.2021 - 01.2022
IT Service Desk
Wipro Limited
07.2018 - 04.2021
Technical Support Representative
Convergys Philippines
06.2015 - 12.2017
Collections Agent
Concentrix
12.2014 - 04.2015
Executive Assistant
Philippine National Police Directorate
06.2011 - 10.2012
Bachelor of Science in Information Technology - undefined
STI College
Bachelor of Science in Information Technology - Business Analytics and Service Management
FEU Institute of Technology
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