Michael Angeles
Help Desk Manager - APAC
Wanchai,HWC
Summary
Accomplished Help Desk Manager with a proven track record at AVI-SPL, enhancing service desk efficiency and team productivity through effective incident management and knowledge sharing. Experienced in the audio visual industry and skilled in remote and onsite support and fostering teamwork, focusing on staff development and training through effective coaching and training while managing teams remotely in Hong Kong and India.
Overview
20
20
years of professional experience
4
4
Certifications
Work History
Help Desk Manager - APAC
AVI-SPL
09.2021 - Current
- Managed help desk consisting of 14 employees in Hong Kong and India and conducted performance evaluations
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Created positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored service staff performance and provided feedback for improvement.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Implemented robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Developed high-performing team by providing coaching, mentoring, and regular performance feedback.
Audio Visual Supervisor
Citibank (Employed By AVI-SPL)
07.2019 - 09.2021
- Conducted post-event evaluations to identify areas for improvement and implement necessary changes for future success.
- Supervised installation and troubleshooting of AV systems, reducing technical issues during live events.
- Streamlined AV operations for improved efficiency and client satisfaction through regular team training sessions.
- Established safety protocols for handling and storage of equipment, minimizing workplace accidents and ensuring compliance with industry standards.
- Led a team of technicians to deliver exceptional service, fostering a positive work environment that encouraged growth and development.
- Increased overall event satisfaction ratings by providing responsive and timely support for all technical issues during live presentations.
- Mentored junior staff members in developing their technical skills and understanding of best practices in the audiovisual field.
- Implemented preventative maintenance schedules to minimize downtime and extend the life of audiovisual equipment.
- Trained event staff on proper use of audio and visual equipment.
AV Onsite Team Lead
Citibank (Employed By Vega Global)
01.2016 - 06.2019
- Supported live events with well-controlled lights, sound and video streaming.
- Provided technical support to event staff and presenters, reducing technical issues and delays.
- Performed service and system maintenance as directed.
- Maintained and troubleshot audio and visual equipment to minimize downtime.
- Trained event staff on proper use of audio and visual equipment.
- Programmed and operated audio-visual equipment to support seamless live events.
- Set up projectors, laptops and microphones for live presentations.
- Tested and calibrated audio and visual equipment to verify proper operation.
- Assisted with setting up and checking equipment prior to meeting, event or function.
- Verified proper functioning of AV equipment and technological systems by monitoring systems and troubleshooting problems.
- Troubleshot technical issues during live events, minimizing disruptions and ensuring smooth event execution.
Video Operations Engineer
Royal Bank Of Scotland (Employed By Vega Global)
11.2013 - 12.2015
- Responsible with booking and setup of video conferences using the TMS and Codian Systems
- Ensure all sites are connected on time and receiving / transmitting good audio / video
- Assists with support for video / audio conferencing problems
- Investigated faults and recommend further actions to rectify
- Managed Video Conferencing infrastructure (VCS-C, VCS-E, TMS, Codian, VC Endpoints for APAC.
- Collating regular inventory checks of all AV equipment within APAC
- Incident Ticket management for all AV equipment
- Assisted Network Team during Video Systems involved Network Infrastructure change providing necessary process documents (runbook, implementation and fallback plans)
- Responsible for De-Commissioning and Re-Deployment of all AV Equipment in APAC
Audio Visual Technician
Barclays (Employed By Vega Global)
07.2012 - 11.2013
- Participated in pre-event walkthroughs with clients to discuss their specific needs and expectations from the AV setup.
- Contributed to increased client satisfaction by providing timely support during live events as an on-site technician.
Customer Service Team Lead
Splendia Ltd
02.2009 - 09.2009
- Played a major role in the initiation of the Hong Kong customer service center mainly responsible to oversee Asia Pacific Operations as Splendia expands its reach to APAC
- In charge of overall customer service inbound/outbound call routing software system (Nexxus) creating a smooth call flow for entire customer service and implementation of accurately time prompted IVR for precision call filtering
- Helped improved reporting schematics for global customer service department generating reports that mainly highlighted relevant figures and information corresponding to customer service performance in a user friendly fashion
- Provide occasional training for staffs to maintain standard quality and continually improve personal performance to meet company KPI’s and is well equipped to continuously develop, establish and maintain rapport with travel customers
Operations Manager, Customer Experience
Regus Business Center
11.2007 - 07.2008
Quality Assurance Manager - Customer Service
Internet Gaming Entertainment (I.G.E)
01.2006 - 02.2007
Operations Manager, Customer Experience
IGE
07.2004 - 12.2005
Education
High School Diploma -
Delia School of Canada
Tai Koo, Hong Kong 09.2001 - 01.2002
Skills
- Ticket management
- Ticketing system proficiency
- Detailed documentation
- Knowledge management
- Service Desk Team Management
- Multitasking
- Effective Communication
- Attention to Detail
- Department management
- Staff hiring
Certification
AV Associate
Timeline
Help Desk Manager - APAC
AVI-SPL
09.2021 - Current
AV Associate
04-2020
AMX Essentials CC101 - CC107
04-2020
AVIXA - Recognized AV Technologist
04-2020
Dante Certification Level 1 and Level 2
12-2019
Audio Visual Supervisor
Citibank (Employed By AVI-SPL)
07.2019 - 09.2021
AV Onsite Team Lead
Citibank (Employed By Vega Global)
01.2016 - 06.2019
Video Operations Engineer
Royal Bank Of Scotland (Employed By Vega Global)
11.2013 - 12.2015
Audio Visual Technician
Barclays (Employed By Vega Global)
07.2012 - 11.2013
Customer Service Team Lead
Splendia Ltd
02.2009 - 09.2009
Operations Manager, Customer Experience
Regus Business Center
11.2007 - 07.2008
Quality Assurance Manager - Customer Service
Internet Gaming Entertainment (I.G.E)
01.2006 - 02.2007
Operations Manager, Customer Experience
IGE
07.2004 - 12.2005
High School Diploma -
Delia School of Canada
09.2001 - 01.2002
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