Lady Lyn Eugenio
SERVICE DESK ASSOCIATE
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About
Customer-focused IT Service Desk Associate with experience providing technical support, troubleshooting, and incident resolution in a fast-paced environment. Skilled in handling tickets, assisting users with Microsoft 365 applications, password resets, account access, and remote troubleshooting. Experienced in customer service, issue escalation, and documentation.
Knowledgeable in Windows environments, collaboration tools, and IT support processes. Seeking to contribute technical and communication skills as a Level 1 Service Desk Agent in a remote setup.
Experience
SERVICE DESK ASSOCIATE - San Rafael, Bulacan
(2022-10)
- Resolved 50+ customer and technical support issues daily using ticketing systems while maintaining high customer satisfaction.
- Provided Level 1 IT support to end users through phone, chat, email, and remote support tools.
- Troubleshot hardware, software, network, VPN, and access-related issues including GlobalProtect connectivity concerns.
- Managed incidents and service requests using ServiceNow while ensuring SLA compliance.
- Supported account management, password resets, and user access requests through Active Directory.
- Assisted customers using Amazon Web Services communication tools, Windows applications, and Remote Desktop support.
- Escalated unresolved technical issues to appropriate support teams and documented resolutions accurately.
- Prioritized high-volume support requests while maintaining productivity and service quality standards.
Education
Bachelor of Science in Business Administration - Financial Management - Bulacan State University, Bustos Campus (2018 - 2022)
General Academic Strand - Senior High - Bulacan Polytechnic College, San Rafael Campus (2016 - 2018)
