Experience

Cardno

• Australia
• Design Services
• 700 & Above Employee

• IT Service Desk Analyst

  • Mar 2020 - Present

  • Deliver relevant and correct technical support on a case-by-case basis. • Fulfil service incidents with the agreed SLA with low risk and cost. • Analyze and resolves incidents and requests regarding use of application use of software or hardware. • Responds to queries and run diagnostic programs • Contribute for additional Knowledge Article for the team and globally. • Isolates the problem and determines or implements solution. • Ensure proper recording, documentation, and tracking of incidents, requests, problems and changes in the designated ITSM system. • Properly prioritize and escalate unresolved queries as required to ensure customer satisfaction. • Liaise with customers, provide feedback and follow queries through to resolution. • Perform Level 1 administration tasks such as Active Directory administration and support, or administration of other key business platforms. • Recommend procedure modifications or improvements. • Proactively preserve and improve your knowledge of IT Service Desk procedures. • Detect and report increasing trends, unusual activity or repeated activity. • Document and share processes and knowledge with peers, superiors, and customers. • Assist other teams to initiate, design and manage effective support solutions as determined by our business needs. Show less



Phil-Data Business Systems, Inc.

• Philippines
• IT Services and IT Consulting
• 200 - 300 Employee

• Service Desk Advisor

  • Nov 2018 - Feb 2020

  • Logs and tracks incidents and requests from identification to solution. • Responds to queries either in person or over the phone. • Improved quality standard at all times. • Provides technical assistance and support for incoming queries and issues related to computer systems software and hardware. • Creates a positive customer support experience and build strong relationship through deep problem and understanding, ensuring timely solution or escalation, communicating promptly on the progress and handling customers with a consummately professional attitude. • Provides a single point of contact for customers. • Maintains computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions and supporting internal IT helpdesk, administration, and internal support of the company's personal computers, printers, servers, storage and related equipments. • Follow-up with other support staffs (services resources) involved in resolution to ensure incidents are resolved, requests are filed, and customer communication is complete. • Documents resolutions and updates self-help and staff knowledge bases. Show less



Cebu Pacific Air

• Philippines
• Airlines and Aviation
• 700 & Above Employee

• IT Service Desk Specialist

  • Aug 2018 - Nov 2018



Globe Group

• Telecommunications
• 700 & Above Employee

• Service Desk Analyst

  • Jul 2016 - Jun 2018

  • Releasing of advisories in any issue related incidents. • Restore normal service operations as quickly as possible and minimize the adverse impact of the incidents. • Initiating bridge call and contacting support teams. • Handling tickets, emails, and phone escalations. • Performs specific system monitoring. • Doing client walk through in how to navigate their account's control panel, specifically for software installations. • Assisting clients with their domain name issues. • Performs service validation testing and provides support for activities deployed in production and lab. • Accept and register service and change requests via BMC Remedy and Salesforce and directly handle them according to urgency. • Extraction of files using FileZilla and WinSCP. Show less