IT Service Desk Analyst
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Serve as the primary point of contact for technical incidents by efficiently logging, triaging, and resolving Tier 1 service requests while managing the full ticketing lifecycle based on severity. Actively troubleshoot hardware, software, and basic network connectivity issues to minimize end-user downtime, ensuring detailed updates and accurate time entries are maintained within the ITSM system while seamlessly escalating complex infrastructure problems to higher-level engineering teams.
IT Service Desk Analyst - TaskUs - 5F-6F MDC101, Molino - Paliparan Rd, Bacoor, Cavite
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Serve as the primary point of contact for technical incidents by efficiently logging, triaging, and resolving Tier 1 service requests while managing the full ticketing lifecycle based on severity. Actively troubleshoot hardware, software, and basic network connectivity issues to minimize end-user downtime, ensuring detailed updates and accurate time entries are maintained within the ITSM system while seamlessly escalating complex infrastructure problems to higher-level engineering teams.
ESL Teacher (English as a second language) • Part-time - ACADSOC Inc
(2021-07)
Delivered engaging, structured online English lessons to diverse international students using remote learning platforms and interactive modular training tools. Developed strong cross-cultural verbal and written communication skills, adjusted teaching approaches to match individual learning speeds, and maintained highly detailed lesson documentations and student progress reports.
Technical Support / Customer Service Agent - iQor - 4th and 3rd Floor, SM City Dasmariñas, Governor's Dr
(2023-11 - 2024-12)
Managed high-volume inbound technical queues within a metric-driven environment, successfully diagnosing and resolving diverse client hardware, software, and account access issues. Utilized logical problem-solving workflows to maintain high first-contact resolution rates while ensuring strict adherence to service standards, thoroughly documenting case histories, and updating customer records with absolute accuracy.
Line Technician 1 - Pythos Technology Inc. - Bldg A. Unit 2 B1 L6 & 7 Phase 1, FCIE – First Cavite Industrial Estate, Governor's Drive, Langkaan, Dasmariñas, Cavite
(2023-03 - 2023-10)
Monitored critical equipment operational workflows and performed proactive maintenance alongside rapid technical troubleshooting to maximize assembly line uptime. Applied electronic principles and critical thinking to isolate hardware faults, ensuring all actions were strictly aligned with standard operating procedures and quality control metrics.
Bachelor of Engineering Technology - Electronics Engineering Technology - Technological University of the Philippines- Cavite Campus (2019-01 - 2024-01)
