IT Service Desk Level 1
Metro Manila
IT Service Desk Level 1 professional with experience in troubleshooting hardware, software, account access, and connectivity issues. Strong in problem-solving, customer support, ticket management, and clear communication, with a focus on providing fast and reliable technical assistance.
Tata Consultancy Services, full_time
Jun 2024 to Apr 2025
- Managed incoming incidents and service requests through ServiceNow, ensuring timely prioritization and resolution according to SLA requirements. - Resolved hardware, software, and application-related issues, minimizing end-user downtime and supporting business operations. - Supported user account management through Active Directory and Microsoft 365, performing password resets, account unlocks, and troubleshooting login-related issues. - Troubleshoot Outlook and Exchange issues, restoring email functionality and improving user productivity. - Diagnosed and resolved VPN, Wi-Fi, and network connectivity problems using remote support tools, enhancing overall system reliability.
Atos Information Technology Inc., full_time
Aug 2022 to Dec 2023
- Provided first-level technical support through phone, chat, and email channels while ensuring timely resolution of user issues and adherence to established SLA requirements. - Documented, tracked, and monitored incidents through ticketing systems while maintaining SLA compliance, ensuring thorough record-keeping. - Collaborated with Level 2 teams to ensure efficient escalation and resolution of unresolved incidents, enhancing team synergy. - Supported process improvement initiatives by identifying recurring issues and recommending operational enhancements to improve team efficiency.
Incenter Solutions LLC, full_time
Sep 2020 to Aug 2022
- Managed loan processing pipelines and monitored submission progress to meet operational deadlines. - Reviewed loan applications and supporting documents to ensure data accuracy and compliance. - Performed quality audits to ensure adherence to investor and regulatory requirements.
Sterling Global Call Center, full_time
Aug 2018 to Feb 2020
- Provided technical support for internet connectivity, browsing, and network-related issues, achieving consistently high customer satisfaction. - Diagnosed and resolved slow-speed and intermittent connection concerns through structured troubleshooting techniques. - Escalated unresolved issues to higher support tiers to ensure timely resolution, maintaining ticket ownership throughout the process.