SME Service Desk Analyst - ProV International Inc. - H.V. Dela Costa, Makati
(2020-06)
In Charge of collection information, writing, and maintaining training materials and the knowledge base a support team will use as the first source of information regarding a product, service, or client.
- Train and onboard new Service Desk analysts; provide refreshers as needed.
- Act as first-level support via email and phone using incident and request processes
- Document issues, resolutions, and update the knowledge base
- Deliver Tier 1–2 support for Windows, VDI, mobile, printers, and business apps (remote/desk-side)
- Maintain and support hardware and software for reliability and performance
- Manage enterprise access (AD, Azure, MS Intune, Exchange, SharePoint, OneDrive) including account and mailbox creation
- Handle enterprise asset management (laptops, desktops, printers, hardware)
- Provision, maintain, and remove user access and security privileges; reset passwords and follow security procedures
- Entra ID (Azure AD): User/group management, RBAC, MFA, Conditional Access, SSO
- Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive
- IAM & Hybrid Identity: Provisioning, PIM, Azure AD Connect
- Exchange (On-Prem & Online): Mail flow, mailbox (room or shared) & DL management
- Intune & Endpoint Management: Device enrollment, compliance, app deployment
- Security & Compliance: Defender, DLP, audit logs
- Azure Infrastructure: VMs, VNets, NSGs, basic networking
- Monitoring & Automation: Azure Monitor, Sign-in logs, PowerShell
- Active Directory & IT Operations: GPO basics, VPN support, ITIL-based incident management
IT Deskside Support and Asset Management team - Fluor Daniel Inc. Philippines (IBM-Phildata Employed) - Alabang, Muntinlupa
(2017-05 - 2020-06)
- Connecting and assisting users to networks and train on facilities and applications
- Load software packages such as networking components, operating systems (windows 10 as latest OS) and office applications.
- Install, repair and conduct preventive computer by providing technical support
- Troubleshoot software (including office 356 and citrix app) and hardware failures and determine network problems
- Receiving IMAC and Incident tickets using ISM tool or calls and resolve them within the defined SLA
- Diagnose and resolve incidents using documented procedures to perform responsibilities.
- Receive and prioritize issues and forwards using escalation procedures.
- Update on status to manager and users through voice mail, email (using Lotus notes version 2019)
- As part of asset management, compiles and presents asset machine management reports to clients, supervisors and senior executives.
- Contributes to team efforts by accomplishing related tasks as needed.
- Develops, organizes and maintains assets (computer machines) information and status using Archibus tool.
- Participating in change management through evaluating rejected and approved changes (upgrade, downgrade and enhancement) applied for company's improvement.
IT Service Desk Specialist - Shearwater Health Company - BGC, Netpark Taguig City
(2016-08 - 2017-04)
- Serves as first contact person to respond timeously to requests for technical assistance in person, via phone or electronically (remote sessions).
- Diagnose and resolve technical hardware and software issues assigned to them.
- Research solutions using available information resources.
- Advise user on appropriate action.
- Follow standard service desk procedures.
- Log all service desk interactions and document issue resolution using ITSM (IT Ticketing System Management).
- Track and route problems (to the next resolver team like desktop support team, system admin and network admin) and requests and document resolutions.
- Creates RCA (root cause analysis) report once high severity technical issue takes cross, submits and sends update information to end users' project admins and to IT supervisors until issue gets resolved.
Customer Service Associate - Convergys Ala-3 - Alabang -3, Northgate Muntinlupa
(2016-03 - 2016-08)
- Maintains a positive, empathetic and professional attitude toward customers at all times
- Responding promptly to customer inquiries.
- Communicating with customers through various channels (inbound and outbound calls).
- Acknowledging and resolving customer complaints.
- Provides proper resolutions and plans regarding users debts (synchrony financial).
- Ensure customer satisfaction and provide professional customer support
Licensed Debt Collector (CSA) - Convergys Glorietta 5 - Glorietta 5, Ayala Makati
(2015-06 - 2015-12)
- Maintains a positive, empathetic and professional attitude toward customers at all times
- Responding promptly to customer inquiries.
- Assisting users about the network data products they bought (optum selling network data/plans). Such as network channels with a specified open data for surfing.
- Keeping records of customer interactions, transactions, comments and complaints.
- Communicating and coordinating with colleagues as necessary.
- Ensure customer satisfaction and provide professional customer support.
