Service Desk Analyst I at Netrix Global (2026-05 – Present)
- Provide Tier 1 technical support to multiple client environments via phone, email, and chat.
- Manage incidents and service requests using ServiceNow while ensuring SLA compliance.
- Troubleshoot Microsoft 365 issues including Outlook, Teams, OneDrive, SharePoint, and user licensing.
- Perform user account administration in Microsoft Entra ID (Azure AD) and on-premises Active Directory, including account creation, password resets, access management, and account modifications.
- Support end users with authentication, MFA, remote access, and Windows workstation issues.
- Utilize Kaseya and N-able remote monitoring and management tools to troubleshoot and remotely support client devices.
- Escalate complex technical issues to Level 2/3 teams with detailed troubleshooting documentation.
- Maintain accurate ticket documentation and provide timely updates throughout the incident lifecycle.
- Deliver excellent customer service while supporting multiple clients in a fast-paced Managed Service Provider (MSP) environment.
Service Desk Analyst at Robert Walters (2024-09 – 2025-12)
To ensure IT systems are functional, available, performant and maintained across the IT estate so that customers can accomplish their business tasks and transact with our systems. This includes identifying, troubleshooting, prioritizing, triaging, and reporting on IT problems & faults.
- Provides first line support for all application related issues via Phone, Emails and Walk-ins.
- Responsible for Account Provisioning which includes Starter, Leaver, and Mover Setup.
- Resolves incidents and request at first line where possible.
- Acts as a Queue Manager responsible for distributing incidents and request to other members of the team for triage that are automatically logged when user sends an email or request.
- Ensure that Priority Matrix is followed and that all Major Incidents are reported to escalation team.
- Creates Problem ticket to link all related incidents and communicate to the business by sending out comms.
- Actively participate on Daily Stand-up and contribute through knowledge sharing and process documentation.
Service Desk Analyst – NOC at TaskUs (2022-06 – 2024-08)
Provided support for global users, assisting with network, VPN, and web-based issues while monitoring system performance to maintain uptime.
- Designated as the Point of Contact (POC) for the Service Desk team, responsible for providing guidance, overseeing task allocation, and managing team breaks.
- Demonstrated expertise in solving complex technical problems, enhancing user satisfaction, and boosting efficiency through clear instructions and quick resolutions.
- Collaborated effectively with the entire NOC Service Desk team and cross-functional IT teams to deliver prompt and effective solutions, maintaining a well-structured and responsive support system for the entire company.
- Collaborated closely with Systems Administrators, Network Engineers, Cloud Engineers, Infosec Engineers, Local IT team, etc.
- Assist with incident management, focused on establishing immediate communication between Incident Manager and end-users in gathering relevant details.
- Actively participated in a project aimed at improving communication methods for multiple IT advisories, ensuring management and leaders are well-informed about ongoing IT outages.
- Contributed to the creation and enhancement of the internal knowledge base, which has become an essential part of the onboarding and training process for new IT team members.
- Experienced in Network Operations Center (NOC) systems and network monitoring, working alongside network engineers and IT Systems teams to swiftly address issues and minimize downtime.
IT Helpdesk Technician at Stefanini Philippines Inc. (2020-02 – 2022-05)
Provided high-level technical support for North American clients, specializing in remote troubleshooting and identity management. Progressed into a Point of Contact (POC) role, acting as a technical escalation point and liaison to ensure service level agreements (SLAs) were met for a global user base.
- Served as a POC to guide team members, manage complex tickets, and ensure consistent support quality for NA-based stakeholders.
- Performed basic Active Directory tasks, including password resets, account unlocks, and group membership management.
- Diagnosed and resolved fundamental connectivity issues, including VPN, Wi-Fi, and remote desktop protocols.
- Navigated time-zone sensitive environments and maintained high customer satisfaction (CSAT) scores in a fast-paced helpdesk setting.
On The Job Trainee - Network Support at De La Salle Medical Health and Sciences Institute (2019-05 – 2019-09)
- Provided support to internal employees through phone and in-person interactions.
- Configured and set up workstations.
- Conducted preventive maintenance tasks.
- Installed, configured, and troubleshot computer hardware, software, and network components.
- Diagnosed and resolved network issues, including connectivity problems, IP conflicts, and hardware failures.
- Skilled in using crimping and network tracing tools.
