Open to opportunities

Joshua Lazaro

@joshualazaro

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Experienced Service Manager with a focus on technology support.

Philippines

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What I'm looking for

I am seeking a role that allows me to leverage my leadership skills in technology support while fostering team development and driving process improvements.

With over 12 years of experience in technology support, I have a proven track record of building and leading teams that foster a culture of accountability, trust, and continuous improvement. My journey has been marked by successful project ownership and collaboration with various organizational members, ensuring that technology drives growth and efficiency.

Currently serving as a Service Manager and Country Leader at Field Solutions Group, I have successfully built a pioneering Service Desk team in the Philippines, significantly reducing ticket backlogs and enhancing service delivery. My leadership extends to managing multiple departments and promoting team members to create a robust Network Operations team. I am passionate about process improvement and have a strong focus on developing relationships with senior leadership to align IT strategies with business goals.

Experience

Work history, roles, and key accomplishments

Current

Service Manager/Country Leader

Current

Field Solutions Group

Jul 2023 - Present (1 year 11 months)

Leading the Service Desk team to enhance customer service through effective communication and process improvements. Successfully reduced ticket backlogs and developed performance reports for leadership analysis.

ServiceNow Team Management SLA Management Process Improvement Reporting Customer Support Incident Management People Management

IT Operations Team Leader

OpsWerks

Mar 2022 - Apr 2023 (1 year 1 month)

Managed operations and project leadership for a team providing 24x7 support to US-based clients. Focused on client relationships, escalations, and recruitment strategies.

Operations Management Project Strategy Client Relationship Management Escalation Management Automation Recruitment Team Management Process Improvement

IT Service Management Supervisor

Stealth Monitoring Inc

Nov 2019 - Mar 2023 (3 years 4 months)

Oversaw IT Service Management, ensuring strong relationships with senior leadership and managing a 24x7 support team. Focused on project management, vendor negotiations, and budget management.

IT Service Management Vendor Management Project Management People Management Budget Management Automation Process Building Team Leadership

IT Service Management Engineer

Stealth Monitoring Inc

Jan 2018 - Oct 2019 (1 year 9 months)

Contributed to the creation of a knowledge base and managed recruitment and training for a support team. Focused on backlog management and process improvement.

Knowledge Management Recruitment Training Backlog Management Process Improvement IT Support Team Management Documentation

IT Process Analyst

Accenture Inc

Jan 2017 - Jan 2018 (1 year)

Developed operational documentation and conducted audits for various applications. Ensured compliance and supported process improvements.

Documentation Process Improvement Compliance O365 Documentation Management IT Support Team Collaboration

Skype for Business Support Engineer

Accenture Inc

Jan 2016 - Dec 2016 (11 months)

Provided support for Skype for Business, automating processes and documenting resolutions. Trained new team members to enhance service delivery.

Skype Automation Technical Support Documentation Training Process Improvement Customer Service Team Collaboration Communication Skills

IT Shift Leader

Accenture Inc

Jun 2015 - Dec 2016 (1 year 6 months)

Led shift operations, ensuring adherence to SLAs and managing team tasks. Provided backup leadership and created transition reports.

SLA Team Leadership Reporting Operational Management Customer Support Performance Monitoring Incident Management Communication

Education

Degrees, certifications, and relevant coursework

University of Santo Tomas

Bachelor of Science, Information Technology

Bachelor of Science in Information Technology program focused on developing skills in technology and information systems, preparing students for various roles in the IT industry.