Edzel C

IT Support professional with hands-on experience providing technical support in a fast-paced healthcare environment. Experienced in supporting end users, resolving technical issues, and ensuring SLA compliance while maintaining efficient IT service delivery.

Jr. IT Service Desk at Systemantech Inc. (St. Luke's Medical Center – BGC) (2026-01 – Present)

• Provide first-level IT support to doctors, nurses, and hospital staff in a high-pressure healthcare environment.
• Manage and resolve incidents and service requests through ServiceNow while ensuring compliance with defined SLAs.
• Administer user accounts and access rights through Active Directory including password resets, account unlocks, and access management.
• Troubleshoot hardware, software, printer, and network connectivity issues affecting daily operations.
• Support Citrix virtual desktop environments for remote access and system usage.
• Assist users with system navigation and technical concerns to maintain workflow efficiency.
• Document incidents, resolutions, and troubleshooting procedures to improve knowledge base and service quality.
• Escalate complex or unresolved technical issues to appropriate support teams following escalation procedures.

Information Security Intern at COCOLIFE (2025-01 – 2025-12)

• Researched security tools and best practices.
• Developed awareness materials and documentation.
• Assisted compliance activities and performed IT troubleshooting.

Community & Platform Support Associate at Comcare Digital Ventures (2020-01 – 2024-12)

• Technical support, community moderation, documentation, monitoring, and customer support.

Bachelor of Science in Information Technology – Jose Rizal University (2025)