Djesie Arcangel

IT Service Desk Team Leader

Support Services Group

Sep 2025 - Mar 2026 (7 months)

Job title: IT Service Desk Team Leader

- Lead and mentor a team of support specialists, providing coaching and performance guidance to ensure high-quality technical support and exceptional customer service delivery.
- Oversee daily operations support, ensuring all incidents and service requests are managed efficiently within the Jira ticketing system and aligned with organizational SLAs.
- Manage administrative assistance tasks, including complex calendar management, schedule coordination, and email management to optimize team productivity and internal workflows.
- Administer user access and system configurations using Microsoft 365, Microsoft Entra ID, and Google Workspace to maintain secure and functional digital

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UX Research Team Lead

Infosys BPM Ltd.

Oct 2023 - May 2024 (8 months)

As a UX Research Team Lead, I oversee end-to-end research initiatives, providing strategic direction, coaching team members, and fostering a collaborative environment to deliver high-quality user insights. I manage research documentation and Jira workflows to ensure project timelines remain on track, while leveraging Google Workspace for effective team coordination and report preparation. By integrating meticulous data management into our research operations, I ensure that every insight is backed by accurate records and clear, actionable documentation.

- Lead and mentor a team of researchers, providing coaching and professional development to elevate our overall research output.
- Manage research documentation and tracking s

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UC Team Leader

Masergy Philippines

Apr 2019 - Jun 2023 (4 years 3 months)

• Managed Unified Communications (UCaaS) support operations for enterprise clients and global users.
• Supervised technical support staff, ensuring adherence to operational standards, SLAs, and KPI targets.
• Coordinated the dispatch of third-party field technicians for customer installations, maintenance, break-fix activities, and network service restoration.
• Scheduled field visits, verified technician availability, and ensured technicians received accurate work instructions, customer access details, and service requirements.
• Managed the end-to-end lifecycle of service tickets, including prioritization, dispatch coordination, escalation, progress monitoring, and closure.
• Monitored field service execution and

IT Service Desk Team Leader

MicroSourcing

Jan 2017 - Feb 2019 (2 years 2 months)

• Led service desk operations supporting users across Australia and Asia
• Oversaw ticket management, escalation workflows, and service request fulfillment
• Collaborated with infrastructure teams to resolve enterprise technical issues
• Maintained SLA compliance, KPI tracking, and operational reporting
• Supported workforce management, scheduling, and shift coordination
• Provided technical leadership and mentorship to support analysts

IT Service Desk Team Leader

KMC Solutions Inc

Jan 2016 - Sep 2016 (9 months)

• Managed Level 1 and Level 2 technical support teams
• Oversaw knowledge base management and IT documentation processes
• Ensured service desk procedures and performance standards were maintained
• Assisted in developing support frameworks and service management processes

SharePoint Online Support Engineer & Technical Lead

Convergys - Philippines

Mar 2014 - Aug 2015 (1 year 6 months)

● Provided Tier 2 technical support for SharePoint Online and Microsoft 365 enterprise customers.
● Administered SharePoint Online environments, including site collections, sites, permissions, and user access management.
● Investigated and resolved complex SharePoint Online issues related to permissions, collaboration, document management, and site functionality.
● Managed SharePoint Online administration through PowerShell and Microsoft 365 administration tools.
● Supported integration of SharePoint Online with Microsoft Teams, Office 365 Groups, OneDrive for Business, and other Microsoft 365 services.
● Assisted customers with SharePoint security configuration, user provisioning, and access control requirements.

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Office 365 Support Engineer

Datacom IT Systems Philippines, Inc.

Oct 2013 - Jan 2014 (4 months)

● Supported Microsoft 365 services including SharePoint Online, Exchange Online, and user identity management.
● Assisted enterprise customers with SharePoint Online access, permissions, and collaboration platform issues.
● Managed Active Directory and cloud identity-related support requests.
● Troubleshot authentication, licensing, mailbox, and Microsoft 365 service issues

IT Service Desk

TELUS International

Nov 2010 - Jul 2013 (2 years 9 months)

Provide first-level IT support to internal TELUS employees, handling incidents and service requests through incident management and request fulfillment processes.

Troubleshoot and resolve issues including password resets, hardware/software errors, usage queries, network connectivity, application outages, telephony problems, access permissions, wireless failures, malware, VDI, and handheld device issues.

Interact with call center agents, office staff, and remote/home workers via calls, chat, and electronic forms to address IT queries.

Record all interactions in the ticketing system, ensuring accurate profiling, logs, and resolution details.

Diagnose error messages, determine root causes, and either

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Dell Level 2 Support

Teletech Customer Management, Inc.

Jul 2007 - Oct 2010 (3 years 4 months)

Advanced Troubleshooting: Resolve complex technical cases escalated from Level 1 support, covering Dell systems, storage, servers, and software.

Diagnostics: Utilize specialized tools and remote access to isolate, diagnose, and repair deep-seated technical issues.

Escalation Management: Coordinate with Level 3 engineering and product teams when code-level or permanent bugs require higher intervention.

Documentation: Maintain precise records of troubleshooting steps, solutions, and case notes in the ticketing system to ensure knowledge transfer and SLA compliance.

Technical Support Representative

eTelecare Global Solutions

Apr 2003 - May 2007 (4 years 2 months)

Troubleshooting: Diagnose and solve hardware, software, and basic network faults.Customer Communication: Answer inbound calls, chats, or emails in a 24/7 environment.Case Documentation: Log customer details, device data, and steps taken into CRM tools.Escalation: Transfer complex or advanced technical problems to senior teams.Warranty Support: Verify warranties, quote extensions, and offer out-of-warranty options.

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Djesie Arcangel

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