Norman Confesor

L2 Service Desk / Platform Operations Support - ShipServ / Marcura

(2024-11 - 2026-06)

Monitored platform performance and availability across production systems, identifying and resolving operational incidents to maintain consistent service uptime.
Provided Level 2 technical support to internal and external users, resolving escalated issues beyond first-line capability and reducing repeat tickets through root-cause fixes.
Investigated and triaged service disruptions, escalating complex issues to engineering and development teams with clear diagnostic documentation to speed up resolution time.
Tracked and managed incidents and service requests end-to-end using ticketing systems, maintaining accurate records for SLA compliance and reporting.
Generated operational reports and analyzed platform metrics to identify trends, recurring issues, and opportunities for process improvement.
Supported platform deployments, updates, and configuration changes, coordinating with technical teams to minimize service impact.
Maintained operational documentation, runbooks, and knowledge base articles to improve team efficiency and onboarding.

Service Desk Analyst (MSP) - EMAPTA

(2024-04 - 2024-11)

Fielded and prioritized end-user requests across multiple client accounts, resolving issues promptly while maintaining high service quality standards.
Delivered remote and onsite technical support, troubleshooting hardware, software, and connectivity issues for a diverse client base.
Managed user roles, permissions, and account provisioning in line with company data security and access control policies.
Configured, maintained, and troubleshot CRM platforms including Salesforce, HubSpot, Zoho, and Microsoft Dynamics, supporting business teams with best-practice documentation and training.

IT Service Desk Analyst - DXC Technology

(2021-11 - 2023-09)

Managed incoming service requests and incidents across email, phone, and ticketing channels for a large-scale enterprise SaaS environment.
Troubleshot and resolved software, hardware, and network connectivity issues across Windows, macOS, and Linux environments.
Supported CRM platforms (Salesforce, ServiceNow, Zendesk) and provided guidance on API and third-party integration basics.
Administered and supported Microsoft 365 services including OneDrive, SharePoint, Exchange Online, and Teams.
Applied SQL and Power BI for reporting and CRM customization, contributing to data-driven process improvements.
Supported Virtual Desktop Infrastructure (Citrix, Azure, VMware) and remote access tools (TeamViewer, RealVNC, ConnectWise) to enable secure remote work for end users.
Kept users and stakeholders informed with proactive status updates throughout incident lifecycles, contributing to strong customer satisfaction scores.

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