MELLOW JANE MALICAY
Relationship Manager At Microsoft, IT Service Desk L2 Team Lead, IT Service Desk, Technical And Customer Service Support
Caloocan,Metro Manila
Summary
Innovative Relationship Manager focused on developing strategic business opportunities by delivering exemplary service to each client's individual needs. Respected professional with exceptional knowledge regarding risk management.
Overview
15
15
years of professional experience
8026
8026
years of post-secondary education
Work History
Relationship Manager
Wimmer Solutions
Quezon City
10.2023 - 07.2025
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Increased client trust and loyalty by providing consistent, high-quality advice on products and services tailored to their needs.
- Conducted regular review meetings with clients, ensuring their investment portfolios were on target to meet their objectives.
- Strengthened client relationships through regular, personalized communication, ensuring high levels of client satisfaction and retention.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
Remote Desktop Manager L2 - Team Lead
Wipro Philippines Inc.
Quezon City
11.2022 - 10.2023
- Company Overview: S&P Global and HIS Markit
- S&P Global and HIS Markit
- Position: April 2018 - IT Service Desk L1
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
IT Service Desk Analyst
Wipro Philippines Inc.
04.2018 - 11.2022
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
IT Service Desk - L1
Collabera
08.2016 - 05.2017
- Company Overview: Catholic Health Initiatives for Wipro Philippines Inc.
- Catholic Health Initiatives for Wipro Philippines Inc.
Autocad Operator / Designer
RS Carson Gen. Construction Inc.
05.2014 - 08.2016
- Company Overview: Manila Bay Resorts Project / Okada Manila
- Manila Bay Resorts Project / Okada Manila
Technical Support Voice Level 2 and Upselling
West-Alorica Contact Services
09.2015 - 03.2016
- Company Overview: US Account - Comcast Central - Internet and Phone Tech
- US Account - Comcast Central - Internet and Phone Tech
Technical Support Voice Level 2 and Upselling
VXI Global Philippines
07.2014 - 07.2015
- Company Overview: US Account - Comcast Central - Internet and Phone Tech
- US Account - Comcast Central - Internet and Phone Tech
Technical Support Voice Level 2 and Upselling
Convergys Philippines
05.2013 - 07.2014
- Company Overview: US Account - Time Warner Cable - Internet, Email and Wireless
- US Account - Time Warner Cable - Internet, Email and Wireless
Technical and Customer Service, Billing and Upselling
Transcom Worldwide Inc.
08.2012 - 04.2013
- Company Overview: US Account - Comcast - Triple play Activation
- US Account - Comcast - Triple play Activation
Customer Service, Billing, Sales and Basic Technical
APAC Customer Services, Inc.
01.2011 - 08.2012
- Company Overview: US TELCO T-Mobile Account
- US TELCO T-Mobile Account
Customer Service and Billing
Transcom Worldwide Inc.
08.2010 - 11.2010
- Company Overview: UK TELCO - TalkTalk Phone and Internet
- UK TELCO - TalkTalk Phone and Internet
Education
Bachelor of Science - Engineering Technology Management
Mindanao State University - Iligan Institute of Technology
Iligan, Province Of Lanao Del Norte, Philippines01-2010
Diploma - Civil Engineering Technology
Mindanao State University - Iligan Institute of Technology
Iligan City04.2009
Secondary -
Taft National High School
Taft Eastern Samar04.2005
Elementary -
Mantang Elementary School
Mantang, Taft Eastern Samar04.2001
Skills
Excellent in English both oral and written communications skills
Computer Literate and Technical Proficiency
Troubleshooting and Debugging for performance, applications or system errors
Excellent in handling calls, chat and emails even escalations to clients and stakeholders
Manage Escalations, Team Lead
Advanced knowledge and troubleshooting skills for VPN, DNS, DHCP, Firewalls and connectivity issues
Active Directory Onboarding/Offboarding provisioning, Group Policies, Intune Endpoint Management, MFA,
ServiceNow, Jira,
Microsoft O365, Intune, Okta, SSO Integrations, Exchange Admin
Familiarity in DevOps and CI/CD pipelines
ITIL Foundation, Knowledge Management, Creation of KB Articles
Advance Knowledge in Incident Management P1/P2/P3/P4
Cloud Platforms, Azure Portal and AWS or Hybrid Environments
Software Installation/Uninstallation, SCCM, Autopilot, Desktop Configuration
Resolving complex issues, collaboration to resolver teams and 3rd party
Training
- 05/01/22, AWS Cloud Trainings Part 1 and 2, Wipro Technologies Inc., Quezon City, Metro Manila, Philippines
- 02/01/22, ITIL Introduction and Excel How To's, Wipro Technologies Inc., Quezon City, Metro Manila, Philippines
- 06/01/21, RDS and EUC Trainings, Wipro Technologies Inc., Quezon City, Metro Manila, Philippines
- 04/04/16, AutoCad 2016 2D and 3D Rendering, Microcadd Training Center, SM North Edsa - Annex
- 06/01/10, Language Proficiency in American English, Hire Point Training Academy, Iligan City, Lanao del Norte
- 11/01/08, On The Job Training at City Engineer's Office (CEO), Seminary Drive, Pala-o, Iligan City, Lanao del Norte
Personal Information
- Age: 36
- Height: 5'1
- Weight: 58 kgs
- Citizenship: Filipino
- Date of Birth: 10/09/88
- Gender: Female
- Marital Status: Single
- Religion: Born Again Christian
- Place of Birth: Eastern Samar
Timeline
Relationship Manager
Wimmer Solutions
10.2023 - 07.2025
Remote Desktop Manager L2 - Team Lead
Wipro Philippines Inc.
11.2022 - 10.2023
IT Service Desk Analyst
Wipro Philippines Inc.
04.2018 - 11.2022
IT Service Desk - L1
Collabera
08.2016 - 05.2017
Technical Support Voice Level 2 and Upselling
West-Alorica Contact Services
09.2015 - 03.2016
Technical Support Voice Level 2 and Upselling
VXI Global Philippines
07.2014 - 07.2015
Autocad Operator / Designer
RS Carson Gen. Construction Inc.
05.2014 - 08.2016
Technical Support Voice Level 2 and Upselling
Convergys Philippines
05.2013 - 07.2014
Technical and Customer Service, Billing and Upselling
Transcom Worldwide Inc.
08.2012 - 04.2013
Customer Service, Billing, Sales and Basic Technical
APAC Customer Services, Inc.
01.2011 - 08.2012
Customer Service and Billing
Transcom Worldwide Inc.
08.2010 - 11.2010
Bachelor of Science - Engineering Technology Management
Mindanao State University - Iligan Institute of Technology
Diploma - Civil Engineering Technology
Mindanao State University - Iligan Institute of Technology
Secondary -
Taft National High School
Elementary -
Mantang Elementary School