07/17/2025 updated
100 % available
Head of Technical Services with ITSM Expertise
Cavite City, Philippines
Only remote
Information TechnologyAmazon Web ServicesAutomationBusiness Process ImprovementSystem ConfigurationConsultingFinancesSalesIT Service ManagementRequirements AnalysisVenta al por MenorBusiness StrategiesServicios TécnicosTechnical Pre-salesCoaching and MentoringBots
- 7+ years of IT experience, progressing from Level 1 Support to Technical Services Supervisor at ALPS Technologies.
- Certified expert in Freshservice and Freshdesk, with hands-on implementation and configuration across government, retail, finance, and enterprise sectors.
- Successfully led 10+ ITSM/ESM projects, including for:
- Makati City Hall (ITSM & ESM)
- Palawan Pawnshop (Phase 1–3 + Kaseya Integration)
- Timex Group (ITSM & ESM)
- Golden ABC and Ayala Coop
- Skilled in end-to-end ITSM delivery:
- Requirement gathering
- Workflow design & automation
- System configuration
- Integration (e.g., Kaseya to Freshservice)
- Post-go-live support & enhancements
- Provides technical pre-sales support through solution design, POCs, demos, and client consultations.
- Experienced in team leadership and project supervision, coaching engineers and ensuring SLA/KPI targets are met.
- Conducts training, enablement sessions, and workshops for clients to ensure platform adoption and self-sufficiency.
- Strong client relationship manager, ensuring smooth implementation, satisfaction, and continuous improvement post-deployment.
- Excellent communicator with a balance of technical depth and business understanding.
- Certified in:
- ✅ Freshservice Expert
- ✅ Freshworks Sales Foundations
- ✅ Freshworks Implementation Foundations
- Participated in advanced trainings such as SG Partner Mastery Bootcamp (AWS Singapore) covering ITSM, Bots, and Consulting
Languages
EnglishFluent
Project history
ITSM Phase 3 (Freshservice) Kaseya Integration to Freshservice project
ESM (Freshservice) implementation project
Freshdesk implementation project