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ANNA S. — Senior IT Service Desk Team Lead from Philippines

ANNA S.

Senior IT Service Desk Team Lead

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Anna B. is an accomplished IT Service Desk Team Lead with over 19 years of experience in technical and customer support. Specializing in incident management and global client support, she excels in troubleshooting, escalation handling, and coaching analysts to meet SLA targets. Her expertise includes a deep understanding of cloud support systems like Azure and tools such as Zendesk, JIRA, and ServiceNow. Throughout her tenure at Wipro Philippines Inc., she led a global support team serving Novartis associates, facilitated weekly service delivery meetings across APAC regions, and ensured SLA compliance. Additionally, she has a rich background in quality assurance and process improvement from previous QA leadership roles at renowned companies such as Pepsi-Cola Products Philippines Inc. and Jonas Foods. Anna also holds a Bachelor of Science in Chemistry from Centro Escolar University.

Experience

  • IT Service Desk Team Lead

    Wipro Philippines Inc. · 2016 — 2026
    Managed a global support team for Novartis associates, focusing on SLA compliance through voice, chat, and web channels. Engaged in weekly meetings with the Service Delivery Manager and onsite teams from Australia, New Zealand, and other APAC countries to oversee ticket management. Addressed SaaS and cloud issues, such as Active Directory password resets, Azure authentication, EVO/VDI logins, and Bitlocker recovery. Handled P1/P2 escalations by assigning tickets to resolver teams and updating clients. Conducted quality assurance audits and provided coaching and performance feedback to analysts.

  • Technical Support (HP Printers)

    Stream Global / Convergys · 2010 — 2015
    Delivered hardware and software troubleshooting services specifically for HP printers. Engaged in upselling hardware, software, and extended warranties to customers.

  • Technical Support (Internet Services)

    Teletech · 2006 — 2010
    Supported customers with issues related to internet connectivity, modem setup, and email troubleshooting. Assisted in the installation and configuration of security software.

  • QA Supervisor / Production Supervisor

    Jonas Foods / Festive Foods International Inc. · 2000 — 2006
    Oversaw GMP/SSOP audits while ensuring HACCP compliance and maintaining ISO documentation. Supervised QA staff and coordinated corrective and preventive actions in response to product complaints. Executed supplier audits and assessed raw materials.

  • QA Section Manager

    Pepsi-Cola Products Philippines Inc. · 1996 — 2000
    Managed inspections of raw materials and conducted warehouse audits, ensuring adherence to international quality standards. Addressed customer complaints and facilitated product recalls.

  • QA Supervisor / Chemist

    Finest Foods International Inc. · 1994 — 1996
    Performed chemical, microbiological, and physical analyses on food products to ensure quality and safety.

  • Head Chemist / R&D Specialist

    Central Macaroni Corporation Inc. · 1989 — 1993
    Supervised both QA and production processes while implementing sanitation and HACCP standards.

Skills & Expertise

PySparkDaVinci ResolveCustomer ServiceSalesQuality Assurance

Education

  • Bachelor of Science in Chemistry
    Centro Escolar University · — — 1987