Michael De Leon
IT Field Service Engeneer
Frankfurt Am Main
Summary
Accomplished IT professional with more than 10 years of experience in technical support, IT engineering, and team leadership. Expert in troubleshooting and resolving complex technical challenges, managing high-performing teams, and optimizing IT systems to align with organizational objectives. Proven track record in improving customer satisfaction, streamlining support workflows, and maintaining security compliance. Proficient in platforms such as RingCentral, AVG Antivirus, and IT infrastructure solutions. Goal-driven and performance-focused, with a history of exceeding targets and driving success in dynamic environments. Combines strategic insight with practical expertise to deliver effective solutions and boost organizational efficiency.
Overview
25
25
years of professional experience
2
2
Languages
Work History
Information Technology Field Engineer
Unisys
Frankfurt
01.2023 - Current
- Company Overview: European Central Bank
- Ensure seamless performance and security compliance of IT infrastructure for the European Central Bank
- Collaborate with stakeholders to maintain optimal system functionality and reliability
- European Central Bank
Subject-Matter Expert / Team Lead
RingCentral
Manila
01.2019 - 02.2023
- Company Overview: Ringcentral
- Directed a team of engineers, mentoring members and conducting performance evaluations to uphold service excellence
- Served as a Subject Matter Expert, troubleshooting advanced issues and guiding users on platform setup and integrations
- Spearheaded initiatives to improve team efficiency, SLA adherence, and customer satisfaction
- Developed and conducted training programs to enhance technical skills across the team
- Metro Manila, Philippines
Senior Service Desk Engineer / Team Lead
Atos
Pasay
06.2015 - 01.2019
- Company Overview: Johnson & Johnson
- Managed a team of engineers, providing mentorship and ensuring SLA compliance for incident and change management
- Resolved complex technical challenges, delivering high-quality remote and telephone support
- Proposed system improvements and authored procedural documentation to enhance operational efficiency
- Johnson & Johnson IT
Bilingual IT Helpdesk Analyst / Team Lead
Xerox
05.2014 - 06.2015
- Company Overview: Johnson & Johnson
- Delivered 1st-level technical support via phone, email, and chat while ensuring adherence to service management principles
- Diagnosed and escalated complex system issues to technical teams
- Johnson & Johnson IT
Multilingual Technical Support Analyst
CSS Corp
Fort Bonifacio
06.2013 - 04.2014
- Company Overview: AVG Antivirus
- Provided 2nd-level support for AVG products, focusing on virus removal and system security
- Delivered customized solutions to ensure client satisfaction and system optimization
Multilingual Technical Service Representative
DOCOMO interTouch Pte. Ltd.
01.2011 - 05.2013
- Company Overview: Docomo Intertouch
- Offered remote technical support for internet connectivity, IPTV, VOIP, and email services
- Diagnosed and resolved hardware/software issues, ensuring accurate documentation of all interactions
Independent Automobile Dealer
Self-Employed
01.2005 - 01.2007
- Specialized in cross-border automobile trading in Germany and France
Technical Support Representative & Assistant Account Manager
Arcor
Neu-Ulm
01.2005 - 01.2006
- Company Overview: Arcor AG & Co.
- Supported account management by assisting with client communications, managing contracts, preparing reports, and ensuring customer satisfaction.
Bartender
Nik's Bowling Center
01.2000 - 01.2005
- Delivered excellent customer service in a fast-paced, team-oriented environment
- Bartender on weekends.
Education
Bachelor of Science - IT Business Administration
Informatics LTD
Singapore 04.2001 -
Skills
- IT Support
- Infrastructure Management
- Platform Integration
- Team Management
- Training
- Performance Monitoring
- Advanced Troubleshooting
- SLA Compliance
- Process Optimization
Timeline
Information Technology Field Engineer
Unisys
01.2023 - Current
Subject-Matter Expert / Team Lead
RingCentral
01.2019 - 02.2023
Senior Service Desk Engineer / Team Lead
Atos
06.2015 - 01.2019
Bilingual IT Helpdesk Analyst / Team Lead
Xerox
05.2014 - 06.2015
Multilingual Technical Support Analyst
CSS Corp
06.2013 - 04.2014
Multilingual Technical Service Representative
DOCOMO interTouch Pte. Ltd.
01.2011 - 05.2013
Independent Automobile Dealer
Self-Employed
01.2005 - 01.2007
Technical Support Representative & Assistant Account Manager
Arcor
01.2005 - 01.2006
Bachelor of Science - IT Business Administration
Informatics LTD
04.2001 -
Bartender
Nik's Bowling Center
01.2000 - 01.2005
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