Edrian James Jucay

IT Service Desk Analyst with proven success in delivering fast, reliable technical support in high-volume environments. Skilled in resolving complex issues across Microsoft 365, CRM, VPN, and mobile applications, ensuring minimal downtime and maximum user productivity. Experienced in using ServiceNow and remote support tools to meet SLAs and improve customer satisfaction.

Known for being a team player with patience, clear communication skills, and ensuring every collaboration with a colleague builds trust and shared expertise.

IT SERVICE DESK ANALYST at Genpact LLC (2024-04 – Present)

• Handled incidents and request tickets using ServiceNow as an ITSM tool, ensuring timely resolution and adherence to SLAs.
• Provided technical support to the new hire with the necessary setup and troubleshooting to ensure smooth onboarding.
• Utilized Bomgar as a remote support tool to securely access user devices to provide efficient troubleshooting and assistance, enabling faster issue resolution.
• Provided end-user support for the Microsoft 365 (M365 / Office 365) application, ensuring seamless communication and productivity.
• Provided technical support for CRM and mobile applications, troubleshooting user issues related to access.
• Escalated complex technical issues to Level 1.5 and Level 2 support teams to ensure timely and accurate resolution.
• Troubleshoot network drives.
• Performed a password and MFA reset.

IT SERVICE DESK ANALYST at DXC TECHNOLOGY (2023-01 – 2024-01)

• Handled incident tickets using ServiceNow as an ITSM tool, ensuring timely resolution and adherence to SLAs.
• Troubleshooted VPN connectivity issues (Citrix NetScaler and Zscaler).
• Provided remote support using TeamViewer by securely accessing user devices, resulting in faster issue resolution and improved user experience.
• Performed Password and MFA reset.
• Troubleshoot network drives.

Bachelor of Science in Computer Science – Cavite State University - Silang Campus (2018 – 2023)