Jaleel Sebastian
Quezon City, Metro Manila
Summary
Dedicated Helpdesk Technician with over 7 years of experience in customer support and IT service environments, specializing in incident management and remote troubleshooting. Proficient in utilizing ServiceNow, BOMGAR, and various business systems to effectively resolve technical issues for enterprise users. Recognized for strong communication skills, with a talent for simplifying complex problems and fostering collaboration among team members. Transitioned from frontline technician to Subject Matter Expert (SME) and currently serving as a Team Lead Apprentice, responsible for mentoring, team coordination, and developing strategies to enhance team performance and achieve organizational goals.
Overview
2026
2026
years of professional experience
Work History
Freelance SEO Specialist and Web Design
Foreign Direct Clients
2020 - Current
- Analyzed SEO outreach goals and presented findings to marketing director.
- Managed multiple client accounts simultaneously, ensuring timely delivery of results-driven campaigns tailored to each specific business need.
- Enhanced website rankings by implementing effective on-page and off-page SEO strategies.
- Contributed to the growth of the company''s online presence by leading a cross-functional team of designers, writers, and developers focused on delivering exceptional digital experiences.
- Managed and created 4 websites from Wordpress, Shopify and Legacy HTML.
Team Lead Apprentice / Lead Helpdesk Technician
Stefanini Group
01.2024 - 09.2025
- Oversee day-to-day queue management and incident escalations.
- Support team of technicians by mentoring, reviewing tickets, and ensuring SLA compliance.
- Coordinate with Tier 2/3 support and service owners for major issues.
- Continue to provide high-level incident support and technical troubleshooting via ServiceNow.
- Assist in documenting SOPs and training materials.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Subject Matter Expert (SME) – Helpdesk
Stefanini Group
01.2023 - 01.2024
- Acted as escalation point for frontline agents, helping resolve complex issues.
- Coordinated with higher tiers and other departments for ticket handoffs.
- Performed ticket QA checks, assisted in team coaching, and helped standardize response templates.
- Monitored call and ticket quality, provided refresher trainings and process updates.
Helpdesk Technician II
Stefanini Group
01.2022 - 01.2023
- Provided Tier 1/2 technical support to 5,000+ users in clinical/lab environment.
- Logged, managed, and resolved incidents using ServiceNow, ensuring SLA adherence.
- Troubleshot technical issues via BOMGAR, including VPN, Outlook, and hardware diagnostics.
- Escalated complex cases while maintaining detailed documentation.
- Supported Office 365, access requests, and user account management.
Client Services Representative / Tech Support
Convergys / VXI / Sterling
01.2015 - 01.2020
- Delivered technical support via chat and calls for AT&T Uverse customers.
- Troubleshot device connectivity, set-top boxes, and VoIP issues.
- Consistently achieved high CSAT scores and quick resolution metrics.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
Education
Bachelor - Advertising and Public Relations
03-2017
Skills
Incident Management: ServiceNow, prioritization, escalation, SLA tracking
Remote Tools: BOMGAR, VPN, Outlook, Citrix environments
Systems: Windows OS, Office 365, Google Workspace, Active Directory basics
Support: Tier 1/2 troubleshooting, hardware/software diagnostics, access requests
Leadership: Agent coaching, ticket QA, process documentation, team coordination
Customer focus
Performance improvement
Coaching and mentoring
Relationship building
User experience
Google analytics
HTML and CSS
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Lead Apprentice / Lead Helpdesk Technician - Stefanini Group
01.2024 - 09.2025
Subject Matter Expert (SME) – Helpdesk - Stefanini Group
01.2023 - 01.2024
Helpdesk Technician II - Stefanini Group
01.2022 - 01.2023
Client Services Representative / Tech Support - Convergys / VXI / Sterling
01.2015 - 01.2020
Freelance SEO Specialist and Web Design - Foreign Direct Clients
2020 - Current
Polytechnic University of The Philippines - Bachelor, Advertising and Public Relations