Dennis C.

IT Global Service Desk Analyst

Bulacan

Overview

IT Global Service Desk professional with over 5 years of experience in IT support, incident management, and end-user troubleshooting. Experienced in resolving hardware, software, and connectivity issues, managing incidents through ServiceNow and Jira, and administering user accounts and access permissions using Active Directory and enterprise tools. Skilled in VPN troubleshooting, Microsoft 365 support, multi-factor authentication, remote technical support, documentation, and cross-functional collaboration.

Skills and Tools

• Video Editing
• Email Management
• Ticket Management
• Task Management
• Technical Support
• IT Support
• Jira Service Management
• ServiceNow
• Microsoft 365
• Gmail
• Slack
• Tier 1 Support
• Chat Support
• Tier 2 Support
• Remote Support
• Email Support
• Account Management

Work History

• IT Global Service Desk

  Intouchcx, full_time

  Oct 2024 to Present

  Responsible for troubleshooting hardware, software, and network connectivity issues, providing remote technical support, managing incidents and service requests through Jira and ServiceNow, administering user accounts and access, and supporting VPN, MFA, Avaya, and Superpunch systems. Contributed to efficient IT service delivery through accurate documentation, effective issue resolution, proper escalation, and collaboration with other IT departments.

• Desktop Support Analyst – ITSM and Service Desk

  Ttec, full_time

  Nov 2021 to Aug 2024