Alvin Miranda
Service Desk Analyst
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About
Experienced IT professional with a diverse background across multiple industries both locally and internationally. Worked as a Logistics Coordinator, Guest Service Agent, and most recently as a Service Desk Analyst with over two years of experience in technical support, with strong knowledge in tools such as ServiceNow, Active Directory, Microsoft applications, Adobe, and other support systems.
Experience
Service Desk Analyst - HCL tech Philippines
(2023-01 - 2025-12)
- Provide hardware, software, network problem support via telephone for customer's end users.
- Resolve or Route incidents and requests to appropriate teams
- Processing of replacement equipment Laptop, monitors, printers etc.
- Windows 10/11, Intune Mobile support
- Creating ticket on service now for proper documentation for both resolved and unresolved tickets.
- Wi-Fi connectivity support, VPN set up and troubleshooting (Cisco AnyConnect).
- Microsoft Office 365 set up and troubleshooting.
- Active Directory
Service Desk Analyst - Unisys Philippines Limited L.L.C
(2022-06 - 2023-01)
- First point of contact for all end user reported issues or requests
- Troubleshooting for all software issues for both Mac & Windows software.
- Responsible for providing the first-line of telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
- Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
- Routing ticket for those unresolved, and for further investigation of tickets.
- Maintains call quality and response times as per the agreed SLA's. Maintains records of calls and ensure all cases are updated in the system
Guest Service Agent / DXB - Hi-Guest Vacation Home Rentals
(2018-12 - 2020-12)
- Communicate with the guest thru chat (whatsapp) or Call (Inbound & Outbound).
- Assisting guest for the documents needed upon arrival.
- Checking Guest documents, Flight details and ETA of the guests.
- Orientating guest for the house rules and Laws of UAE.
- Making sure all facilities, household equipment are all working and cleaned to the highest standards.
- Arranging of Cleaning schedules before and after check-in & Check outs.
- Inspection of apartments before arrival and after checkouts.
- Collecting deposits, payments for walk-in guests.
- Reporting of Damage, Not Working equipment on all apartments assigned.
Procurement/Logistics Coordinator - Casafina Home Furnishing LLC
(2018-02 - 2018-12)
- Monitor shipments to guarantee on-time delivery.
- Negotiating prices with the suppliers.
- Preparing Invoice, Packing List, Delivery advised as per the details.
- Searching of New Suppliers with best offers & quality products.
- Requesting Samples for product testing & quality checking.
- Inspection of Goods upon receiving.
- Submission of Weekly reports for pending shipments.
Education
Associate in Computer Technology - Computer Technology - Interface Computer College (2002 - 2007)
High School - Divine Word Learning Center (1996 - 2000)
