Santos, Jay Gabriel
IT Service desk Analyst
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About
Detail-oriented IT Service Desk Analyst with a solid foundation in enterprise technical support, incident management, network operations, and cybersecurity. Proven track record in resolving complex hardware, software, and network issues while maintaining strict SLA compliance. Skilled in diagnostic troubleshooting, proactive system monitoring, and cross-functional coordination to ensure high user satisfaction and operational continuity.
Experience
IT Service Desk Analyst at Microgenesis Business Systems (2025-08 – Present)
- Deliver high-quality technical support to enterprise clients for hardware and software issues involving laptops, desktops, servers, access points, and software licensing.
- Manage the end-to-end support lifecycle for break/fix incidents, warranty claims, and license upgrades via internal ticketing systems.
- Perform initial root cause analysis and diagnostics to determine remediation steps or coordinate effectively with specialized Networking and Infrastructure teams.
- Ensure 100% compliance with Service Level Agreements (SLAs) through efficient case management, prioritization, and detailed documentation.
- Act as a primary liaison between corporate clients and internal technical teams to expedite resolution for high-priority incidents affecting business operations.
- Monitor client servers using OpsRamp, executing Network Operations Center (NOC) functions to ensure system uptime and proactive alert management.
- Maintain detailed incident logs to contribute to the company knowledge base, preventing future service disruptions and reducing recurring issues.
IT Support (OJT) at Aglipay Security Inc. (2025-01 – 2025-04)
- Provided hands-on technical support for corporate desktops, laptops, printers, and basic network connectivity issues.
- Performed targeted troubleshooting for LAN and Wi-Fi configurations to maintain continuous office connectivity.
- Maintained and updated company databases to ensure data integrity, security, and accessibility.
Education
Bachelor of Science in Information Technology – Arellano University (2021 – 2025)
Senior High School in ICT Strand – Arellano University (2019 – 2021)
