LEILANIE LLEGADO
Workstation Support Manager
Manila,NCR
Summary
A seasoned people manager with an impressive track record spanning over 19 years in the Information Technology and Business Process Outsourcing sectors. My expertise lies in Incident, Project, and Service Management, underpinned by a strong foundation in ITIL, Project Management and Six Sigma Yellow Belt practices. Currently leading a team of five as an Onsite Support Manager, where I leverage my extensive experience to drive team performance, manage incidents effectively, and ensure seamless service delivery. My ability to bridge the gap between technology and business processes, coupled with my strong leadership skills, make me an asset to any forward-thinking organization.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Workstation Support Manager
Visa Philippines Business Processing Centre Corp.
Pasay
12.2021 - Current
- Oversee and manage the operation of workstation support services, ensuring that all systems, applications, and hardware are functioning optimally.
- Currently working as the Product Owner for ServiceNow process for our organization managing all enhancements, providing technical requirements, and driving the completion of all ServiceNow development requests for our team. Since October 2023, there are about 45 ServiceNow enhancements completed, resulting to 500 manpower hours saved. Major milestones includes: implementation of Service Operations Workspace, WalkUp experience UI modernization, NowAssist implementation and Predictive Intelligence adoption.
- Led the initiative to overhaul the existing End User Support ticket categorization system. This resulted in a 33% improvement in ticket gap issues caused by incorrect categorization, enhancing reporting capabilities and issue identification.
- Develop and implement policies and procedures for the workstation support team to ensure efficient operations.
- Manage the workstation support team, providing training, guidance, and performance feedback.
- Led the creation of training programs and ongoing enhancements to our existing Onsite Support Learning Plan in Visa University. This resulted in a more structured learning plan that promotes individual team member growth and addresses skill gaps.
- Evaluate and report on workstation support metrics and develop strategies for improvement.
- Ensure the company's IT assets are inventoried and managed properly.
- Communicate regularly with management and other stakeholders about department activities.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Created detailed reports through PowerBI on team performance, identifying areas of strength as well as opportunities for improvement.
Associate Manager (Service Desk)
Visa Philippines Business Processing Centre Corp
Pasay
04.2017 - 12.2021
- Overseeing the Service Desk team and evaluating staff performance ensuring all team members are meeting above target key performance indicators.
- Drive internal service review meetings covering performance, service improvements, quality, and processes.
- Effectively deliver/manage Staff Management including recruitment, mentoring, training target setting and performance assessment.
- Identifying training needs and ensuring the team is adequately trained.
- Ensure that appropriately skilled and trained resources are working in accordance with agreed internal and customer procedures and standards.
Technical Lead
Cognizant Technology Solutions
Taguig
03.2014 - 03.2017
- First point of contact for operational issues and help establish mitigation & contingency plans to ensure operational risks are managed at all times.
- Responsible for tracking and monitoring Service Level Agreement compliance and providing breach analysis together with its corrective and preventive actions.
- Responds to escalated, complex and high impact user calls in a timely fashion.
- Comply with policies and procedures including attending monthly technical team lead meetings and amending documented procedures as needed along with ensuring compliance of all team members.
- Fostered a positive work environment that encouraged collaboration and innovation among team members.
Education
Master of Science - Management
University of Asia And The Pacific
08.2019 - 08.2021
Bachelor of Science - Computer Science
AMA Computer College
05.2002 - 08.2005
Skills
- Leadership
- Project Management
- Strategic Thinking
- Communication Skills
- Problem Solving
- ITIL
- Six Sigma
- Stakeholder management
- Verbal and written communication
- Team development
- Continuous improvement
Timeline
Workstation Support Manager
Visa Philippines Business Processing Centre Corp.
12.2021 - Current
Master of Science - Management
University of Asia And The Pacific
08.2019 - 08.2021
Associate Manager (Service Desk)
Visa Philippines Business Processing Centre Corp
04.2017 - 12.2021
Technical Lead
Cognizant Technology Solutions
03.2014 - 03.2017
Bachelor of Science - Computer Science
AMA Computer College
05.2002 - 08.2005
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