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Eurence N. — Mid-Level IT Service Management Operations Supervisor from Philippines

Eurence N.

Mid-Level IT Service Management Operations Supervisor

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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Portfolios

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About

Eurence N. is an accomplished IT Service Management professional with over a decade of experience in service desk operations, incident management, and technical support. He possesses a deep understanding of Microsoft 365, Azure AD, and troubleshooting, ensuring strong SLA compliance and effective team leadership. At Wipro Limited, Eurence expertly managed service desk operations, led team performance audits, and maintained stringent ITIL compliance. His role as an Operations Supervisor included managing ticket queues, facilitating daily client communications, and developing strategic SOPs. As an Incident Manager, he coordinated priority incidents and drove resolutions for escalations, working closely with suppliers and internal teams. Additionally, Eurence is a passionate travel content creator, capturing outdoor adventures and inspiring a community with his storytelling on platforms like YouTube and TikTok. His technical expertise extends to video editing, where he leverages tools such as Canva and Capcut to produce engaging multimedia content.

Experience

  • Operations Supervisor

    Wipro Limited · 2020 — 2025
    Managed service desk operations, focusing on team performance, ticket queues, and process compliance. Conducted audits, coaching sessions, and aligned team activities with ITIL processes. Facilitated remote troubleshooting through Bomgar and performed system testing to ensure effective operation of service desk tools.

  • Content creator (Youtube, Facebook and Tiktok)

    null · 2020 — Present
    Produces immersive travel content centered around hiking, trail running, cycling, and freediving. Captures genuine adventures in diverse outdoor settings while providing practical insights on gear and preparation.

  • Incident Manager

    Wipro Limited · 2017 — 2019
    Oversaw supplier-related tickets, collaborating with clients, suppliers, and internal teams. Led training sessions, developed process documentation, and monitored ticket resolution efficiency. Coordinated priority incidents and addressed escalations while focusing on long-standing issues.

  • Supplier Manager

    Wipro Limited · 2016 — 2017
    Delivered first-line technical support through various communication channels. Resolved issues related to MS Office applications and connectivity while managing Active Directory password resets. Effectively prioritized and escalated support tickets as needed.

  • Online Pharmacy Assistant

    Top Brass E-Tech Inc. · 2010 — 2012
    Managed customer support for pharmacy services, focusing on prescription refill requests and general inquiries.

  • Help Desk & Customer Support

    Expert Global Solutions (now Alorica)
    Provided technical and customer support within healthcare and telecom sectors. Assisted clients with application issues and managed password resets via Active Directory while ensuring effective ticket management.

Skills & Expertise

DesignContent CreationPhotoshop Expert

Education

  • Business Information Management
    Asian Institute of Science and Technology · 2008 — 2010