IT Solution Expert | IT Service Desk
Negros Occidental
I’m an IT Service Desk professional with 2 years of experience providing first-level technical support to global users in a fast-paced enterprise environment. I specialize in troubleshooting Windows, macOS, and Linux systems, Microsoft 365 applications, VPN and connectivity issues, account and access concerns, and various business applications. I have hands-on experience with Active Directory, Microsoft Entra ID, ServiceNow, BMC Remedy, SAP, OneDrive, Outlook, Teams, Citrix, and remote support tools. I’m experienced in incident and service request management, ticket documentation, user communication, troubleshooting, and escalation to higher-level support when needed. I’m detail-oriented, patient, and solution focused, with strong communication skills and the ability to work independently while maintaining service quality and SLA requirements. I’m committed to providing reliable technical support and making complex technical issues easier for users to understand.
Bosch Service Solutions Inc., full_time
Feb 2025 to Present
-Deliver first-line remote technical support to global users, resolving account, access, and system issues across Windows, macOS, and Linux environments -Support Microsoft 365 services, including Outlook, Teams, and OneDrive, handling mailbox access, sync issues, and license-related concerns via Microsoft Entra ID (Azure AD) -Perform user and access management through Active Directory, including account creation, password resets, permissions, and MFA-related concerns -Handle incidents and service requests via phone, email, and chat, ensuring timely resolution and high-quality customer experience -Manage and track tickets using BMC Remedy and ServiceNow (SNOW), ensuring accurate documentation, prioritization, and SLA compliance -Troubleshoot hardware, software, VPN, and connectivity issues, escalating complex cases with clear and detailed analysis -Apply ITIL-based practices in incident management, request fulfillment, and escalation processes -Coordinate with internal teams to ensure efficient resolution of issues and proper task assignment -Maintain and utilize knowledge base resources to resolve recurring issues and improve support efficiency -Monitor and follow up on open tickets to ensure closure and user satisfaction -Adhere to security best practices, including access control, data protection, and phishing awareness
TTEC, internship
Feb 2023 to May 2023
-Provided first-level technical support for hardware, software, and network connectivity issues in on-site and remote environments -Diagnosed and resolved desktop, application, VPN, and Wi-Fi-related issues, minimizing user downtime -Assisted in Microsoft 365 support, including basic Outlook configuration and user access concerns -Documented incidents and resolutions, contributing to knowledge base and improving troubleshooting efficiency -Performed software installation, configuration, and system updates across user devices -Conducted hardware troubleshooting, maintenance, and repair of desktops and laptops Executed device imaging, deployment, and provisioning for onboarding and system refresh initiatives -Managed user accounts and access permissions, including password resets and account setup -Prepared and configured workstations for new hires, ensuring readiness and compliance with company standards -Assisted in IT asset management, including inventory tracking, auditing, and deployment Maintained accurate asset records and supported batch deployment preparation using Excel -Collaborated with the IT team to align system records with physical inventory