J J

Technology-oriented professional with strong troubleshooting skills and a customer-focused mindset. Experienced in technical support, service desk operations, and trust & safety processes. Proven ability to resolve issues efficiently, support end-users, and collaborate across teams to deliver practical solutions.

Service Desk Analyst at Teksystems (2024-10 –2026-03)

• Provide end-user support including 2FA setup approvals, password resets, and remote troubleshooting.
• Configure and deploy desktops, laptops, printers, and mobile devices.
• Escalate and document incidents to appropriate resolver groups.
• Resolve service desk tickets efficiently, improving user satisfaction.

Trade Support Service at Royal Caribbean Inc. (2023-11 – 2024-03)

• Assisted travel partners and guests with reservations via phone support and/or via web service.
• Modified bookings and recommended suitable add-ons for customer needs.
• Delivered high-quality customer service in a fast-paced environment.

Service Desk Analyst at Stefanini (2022-08 – 2023-08)

• Supported employees via ServiceNow, handling requests and incidents.
• Managed user accounts in Active Directory and Workday. Do remote troubleshooting via Bomgar and install supported software.
• Collect and document relevant data when a sitewide outage is present to resolve in a timely manner.

Trust and Safety at Teletech (2018-09 – 2020-12)

• Release seller funds after verifying successful transactions and if the items are marked as delivered. Also mediates dispute between buyers and sellers within the platform
• Educated sellers what and what not to put on their listings to avoid flagging their account and sharing best practices

Information Technology – Informatics International College (2012)