Jane Ilagan

M365 Services Lead

Oversees the broader Modern Work practice, working across both Professional Services and Managed Services teams.

Leads automation and best-practice initiatives to streamline M365 service delivery, alongside service creation and gap analysis for new offerings.

Retains technical leadership and escalation responsibilities from the Systems Engineer Lead role, with an expanded focus on security.

Also spending time exploring AI-related initiatives within the Modern Work space.

Microsoft 365 Systems Engineer Lead

Focused on delivering Microsoft 365 services and cloud solutions for blueAPACHE clients.

Worked closely alongside the Microsoft Practice Lead in building internal IPs, templates, and scripts to automate and reduce admin overhead in supporting Microsoft 365 tenants.

Responsible for technical leadership, consultation, project design, and escalation for the Microsoft 365 space.

Microsoft 365 Technical Lead

Focused on supporting Microsoft 365 Enterprise and Azure for Insentra's Managed Services clients.

Responsible for managed services offerings around Microsoft 365, Azure and Analytics, Cloud Backup, Endpoint Management, and ensuring overall health of client tenants.

Led technical escalation for the Managed Services' Microsoft 365 team, and oversaw process improvements and upskilling.

Remote Support Engineer

Handled escalation tickets from Service Desk's Level 1 and 2.

Managed and supported internal and corporate applications, a multi-forest Active Directory environment, and desktop/virtual infrastructure through the client's merger/acquisition process.

IT Service Desk, Point of Contact

Escalation point and subject matter expert for front-line agents, handling supervisor calls and process queries throughout the client's separation process.

Responsible for the critical line for sensitive VIPs and financially impacting issues.

Technical Support Representative

Front-line technical support for Sony Consumer Electronics, providing assistance to consumers across the US and Canada.