Francesca Jane Villegas

About the Candidate

FRANCESCA JANE VILLEGAS
Phone: 0936-659-0504
Email: [email protected]

Address: 1467 C. Lorenzo St. Sto. Rosario Pateros Metro Manila

Tricentis Philippines

IT Helpdeak Specialist | November 2025 – Present
Provide on-site IT support for the company, serving as the primary IT support for users at the Manila site. Handle first-line technical support by troubleshooting hardware, software, access, and device issues; managing IT tickets; supporting user accounts and devices; and ensuring timely resolution with proper documentation and customer service.
With no dedicated Level 2 support currently assigned to the Manila site, serve as the Acting Level 2 IT Support, handling escalated and more advanced technical issues. Responsible for employee onboarding and offboarding, including account and device preparation, asset endorsement to new hires, and pre-provisioning of returned assets.
Also responsible for IT asset inventory and equipment ordering, as well as checking and monitoring the company server room and IT infrastructure to help ensure proper operation and availability.

Coles IT Helpdesk | Probe CX

Shift Leader-Subject Matter Expert/Incident Coordinator|June 2022 – December 2022
Coached and motivated agents to achieve goals and sustain team morale.
Liaised with cross-functional teams to streamline processes and relay feedback.

Coles IT Helpdesk | Probe CX

Circle Leader|January 2023 – July 2023 (Secondment)|July 2023–October 2025 (Confirmed)
Assisted Team Leaders to maintain smooth team performance and operations.
Managed IT Support Centre during rostered, after-hours, and weekend shifts.
Handled critical incident (IC) tasks from the offshore escalation team to ensure timely resolution.

TECHNICAL SKILLS
Experienced in First-Line and Acting Level 2 IT Support, troubleshooting hardware, software, access, network, and Retail NCR/Fujitsu systems.
Incident Management Coordinator for 3 years, handling high-priority POS, ACO, and BOS incidents.
Skilled in MFA, RSA, Okta, Active Directory, Azure, and Identity Management.
Proficient in Windows OS, Intune, Automox, Zscaler, Remote Desktop, Slack, Jira, Confluence, and Claude.
Experienced in troubleshooting printers, routers, mobility devices, VPN, and other IT equipment.
Experienced with ServiceNow, AWS, Hyper-V, and Terminal Servers.
Skilled in OneDrive and SharePoint, including site creation and access permissions.
Handle employee onboarding/offboarding, asset endorsement, pre-provisioning, inventory, and equipment ordering.
Assigned to monitor the server room and IT infrastructure at the Manila site.