James Bagtas
Technology-oriented professional with strong troubleshooting skills and a customer-focused mindset
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About
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.
Experience
Service Desk Analyst - 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
- Resolve service desk tickets efficiently, improving user satisfaction
- Escalate and document incidents to appropriate resolver groups
Trade Support Services - Royal Caribbean Inc.
(2023-11 - 2024-03)
- Assisted travel partners and guests with reservations via phone support
- Modified bookings and recommended suitable add-ons for customer needs
- Delivered high-quality customer service in a fast-paced environment
Service Desk Analyst - Stefanini
(2022-08 - 2023-08)
Tools used: Active Directory, Okta, GlobalProtect, Workday, Zscaler, ServiceNow, Microsoft 365
- Supported employees via ServiceNow, handling requests and incidents
- Managed user accounts in Active Directory and Workday
- Installed and supported software applications across the organization
- Collected and escalated data during system-wide outages
Trust and Safety Officer - Teletech
(2018-09 - 2020-12)
- Released seller funds after verifying successful transactions
- Reviewed listings for policy compliance
- Mediated disputes between buyers and sellers
- Ensured adherence to platform policies and guidelines
Education
Information Technology - Informatics International College (2012)
