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Manette Mejia

@manettemejia

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Experienced Technical Support Manager with a strong IT service background.

Philippines

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What I'm looking for

I am seeking a role that values teamwork, innovation, and continuous learning, where I can leverage my extensive IT support experience to drive operational excellence.

With over 16 years of experience in the Technical Support field and 9 years in Service Desk ITSM, I have honed my skills in delivering exceptional IT services to corporate clients. My expertise lies in managing IT operations, optimizing service delivery, and ensuring customer satisfaction through effective communication and problem-solving.

Throughout my career, I have successfully led teams, managed complex IT infrastructures, and implemented innovative solutions to enhance operational efficiency. My deep knowledge of various technologies, including Microsoft Azure, Office 365, and network management, enables me to provide comprehensive support and drive continuous improvement in service delivery.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Engineer L2

Current

Exigo Tech

Mar 2024 - Present (1 year 2 months)

Provided comprehensive IT solutions and support in a Managed Service Provider environment. Acted as a point of escalation for complex issues and drove automation of service desk tasks.

IT Support Active Directory Automation

Centralized Services and Technical Alignment Manager

Forum Info-Tech, Inc.

Jul 2024 - Jul 2024 (0 months)

Managed the Centralized Services Team, overseeing IT service delivery and optimizing operations for client-facing staff. Responsible for tool management, client infrastructure reliability, and documentation maintenance.

Team Management IT Service Delivery Client Infrastructure

Senior IT Service Desk Support Specialist

Visa Inc.

Mar 2017 - Mar 2024 (7 years)

Troubleshot and resolved complex user issues with software and hardware. Managed Active Directory and contributed to Knowledge Management for end-user support.

Troubleshooting Active Directory Knowledge Management Customer Service Software Deployment

Global Service Desk Analyst

Alere-Arriva

Oct 2016 - Feb 2017 (4 months)

Provided multi-channel support to users globally, ensuring issues were resolved according to SLAs. Managed user and group management in Active Directory.

Active Directory SLA Management Technical Troubleshooting

Associate Systems Engineer

Tata Consultancy Services

Aug 2015 - Oct 2016 (1 year 2 months)

Handled service desk tickets and provided first-level support for various IT issues. Assisted in user access management and contributed to knowledge base documentation.

Service Desk User Support Ticketing Knowledge Base ITIL

Technical Support Engineer

Emerson Electric Asia ROHQ

May 2011 - Sep 2015 (4 years 4 months)

Provided first-line technical support for customers, troubleshooting issues and managing customer profiles through CRM tools.

Technical Support CRM Troubleshooting Customer Service

Technical Support Representative

Sutherland Global Services

Feb 2008 - Jan 2011 (2 years 11 months)

Delivered technical support for AT&T U-Verse customers, troubleshooting various connectivity and service issues while training new hires.

Technical Support Training Troubleshooting Customer Service Connectivity Issues

Education

Degrees, certifications, and relevant coursework

Polytechnic University of the Philippines

Bachelor of Science, Industrial Psychology

2000 - 2004

Graduated with a Bachelor of Science in Industrial Psychology, focusing on the application of psychological principles in the workplace, including human behavior, organizational development, and employee relations.