Christina Saracho

Results-driven IT Help Desk Analyst with extensive experience in technical support, system administration, and issue resolution. Proficient in troubleshooting Microsoft applications, Windows OS, hardware, and network connectivity. Skilled in using tools such as Active Directory, ServiceNow, VMware, and SCCM. Committed to delivering efficient service, improving user satisfaction, and maintaining operational excellence in fast-paced environments.

D&T Help Desk Analyst at CBRE GWS Business Support Services (2025-04 – Present)

• Managed Active Directory tasks including password resets, account deactivation, and group membership management.
• Troubleshot technical issues involving Windows OS, Microsoft 365 applications, hardware, and network connectivity.
• Resolved an average of 20–30 technical tickets daily using ServiceNow, achieving an 80% first-call resolution rate and minimizing downtime for end-users.
• Configured and supported VPN and remote access solutions, resolving authentication and connectivity problems.

Deskside Technician I at Stefanini Philippines, Inc. (2024-07 – 2025-04)

• Provided technical guidance to new team members, contributing to improved team performance.
• Administered user accounts, machine enablement, and Organizational Unit (OU) assignments in Active Directory.
• Collaborated with cross-functional teams to implement projects and resolve advanced technical concerns.

Helpdesk Technician I at Stefanini Philippines, Inc. (2022-10 – 2024-07)

• Supported end-users with Microsoft Office 365, Outlook Web App, and email client issues.
• Resolved connectivity problems for VPN and Virtual Desktop Infrastructure (VDI).
• Managed setup and troubleshooting for Multi-Factor Authentication (MFA), RSA tokens, and Microsoft Authenticator.

Bachelor of Science in Business Management major in Financial Management – Cavite State University - Silang Campus (2023-08)