IT Service Desk / Helpdesk Analyst

Overview

Looking for full-time work (8 hours/day)

at $10.00/hour ($1,760.00/month)

College Graduate

Last Active

March 17th, 2025 (13 days ago)

Member Since

August 2nd, 2019

Profile Description

More than eight years as an IT Service Desk/Helpdesk Analyst and more than three years in Customer Service for Business Process Outsourcing companies.
I have served huge companies such as Johnsons and Johnsons, RioTinto, and Comcast.

WORK EXPERIENCE
 
Ticketing Systems:
• Service Now                              •
Zendesk                       •
Connectwise Manage
• ServiceDesk Plus                      •
Freshdesk                    • Solarwinds
• FreshService                             •
JIRA
 
Remote Control Tools:
• LogMeIn                                      •
ConnectWise            • BeyondTrust
• Teamviewer                               •
Quick Assist               • AnyDesk
 
VPN:
• Pulse Secure                           •
SonicWall Global VPN Client     • NetExtender      
• Forticlient                                •
Orange                                         •
Compass-ERA
• Global Protect                         •
Global VPN                                  •
Cisco AnyConnect

Other Relevant Tools:
• Active Directory                       •
SCCM                                                     •
Citrix                     
• Amazon Workspace                •
Microsoft 365 Administration           •
Microsoft Teams
• Skype for Business                  •
Azure                                                     •
Intune
• Sentinel One Management    • 1Password                                            •
LastPass
• Keeper                                       • Powershell (basic)                                • Upgrade to see actual infocast
• Nuclino                                      •
CrowdStrike                                           •
IT Glue
• Slack                                           •
Scribe                                                      •
Nuclino
• Optisigns                                   •
Eagle Eye Networks                              •
HikVision
• Netcloud by Cradlepoint        • Meraki                                                     •
Virtual PBX
• 3CX                                             •
SMG360
• ERP Account Creation such as Divalto, Tableau, Epicor
and access modification
 
INSOMNIA COOKIES
T2 Helpdesk
Technician
July 26, 2023 –
April 30, 2024
 
• Provide efficient and effective Level 2 technical
support to end-users via phone, email, or chat.
• Diagnose and resolve hardware, software, and
network-related issues reported by end-users.
• Troubleshoot and support desktops, laptops, printers,
mobile devices, and other IT equipment.
• Assist with the installation, configuration, and
maintenance of hardware and software applications.
• Collaborate with Level 1 helpdesk technicians to
resolve or escalate complex technical issues.
• Document and track all support activities, including
iUpgrade to see actual info details, troubleshooting steps, and solutions provided within a
helpdesk ticketing system.
• Prioritize and manage multiple support tickets while
ensuring timely resolution and meeting service level agreements.
• Contribute to the development and maintenance of IT
support documentation and knowledge base.
• Provide user training and guidance on IT systems,
applications, and best practices. tasks and meet deadlines.
• Process hardware or device replacements by purchasing
items in Amazon
 
MOTOR-SERVICES
HUGO STAMP, INC.
Remote L1 Helpdesk
Technician
November 23, 2021
– November 8, 2024
 
• Answer incoming Help Desk requests via email and the
Service Desk Plus ticketing system.
• Receive, classify, and triage iUpgrade to see actual info and simple
requests and escalate as necessary.
• Remotely troubleshoot and resolve iUpgrade to see actual info to return
service to clients as quickly as possible. • Implement low-risk,
well-understood changes that are requested by end-users.
• Work with the team and escalate as needed with the
assistance of management.
• Maintain and update system documentation and event
records.
• Provide detailed notes for all resolutions in the
ticketing system.
 
LAWGISTICS, LTD
Remote L2 Helpdesk
Technician
March 07, 2023 –
April 18, 2023
 
• Troubleshoot Microsoft Office and Windows Operating
Systems • Troubleshoot Wi-Fi, printers, smart phones, and internet connections
• Assisting end users with and troubleshooting remote
access • Assisting end users with installation of printers, scanners, webcams,
and other peripherals • Troubleshooting Office 365 applications and email •
Providing mobile device support
• Setup new computers and join them to domain
  
SOLMAX
Virtual IT
Helpdesk Support
February 13, 2020
– November 9, 2022
 
• Provide hands-on support for IT issues when necessary,
including hardware and software troubleshooting.
 
ATOS, PHILIPPINES
IT Service Desk
Analyst, April 30, 2018 – October 19, 2018
 
<!--[if !supportLists]-->·      
<!--[endif]-->Troubleshoots via phone hardware, software, and
network operating problems and involves technical resources to ensure
resolution
<!--[if !supportLists]-->·      
<!--[endif]-->Applies understanding and knowledge of
information systems products and services to assist users
<!--[if !supportLists]-->·      
<!--[endif]-->Identifies, investigates, and researches user
questions and problems as well as isolating and resolving information systems
problems
<!--[if !supportLists]-->·      
<!--[endif]-->Coordinates referrals to appropriate technical,
professional, or service personnel
<!--[if !supportLists]-->·      
<!--[endif]-->Receives and prioritizes issues and forwards
using appropriate escalation procedures
<!--[if !supportLists]-->·      
<!--[endif]-->Briefs customers and/or management on the status
of resolution efforts
<!--[if !supportLists]-->·      
<!--[endif]-->Serves as a technical adviser to users with
complex systems issues by resolving or conferring with technical personnel
<!--[if !supportLists]-->·      
<!--[endif]-->Recommends system or process improvements,
including procedures, training, and enhanced documentation
<!--[if !supportLists]-->·      
<!--[endif]-->Works under limited supervision to provide
prompt and professional Help Desk service through quick processing and
prioritization of a variety of problems.
 

ACCENTURE, INC.
IT Service Desk
Analyst, December 18, 2015 – April 2018
 
<!--[if !supportLists]-->·      
<!--[endif]-->Answer calls, creates IUpgrade to see actual info/Request tickets
depending on the need of the affected user
<!--[if !supportLists]-->·      
<!--[endif]-->Troubleshoot IT-related issues (i.e. Internet,
Computer, Browser, Outlook, Skype/Lync, WebEx, Remote Access, Citrix, Login,
Single Sign-on, Password Reset, Symantec VIP, Symantec Endpoint, etc.)
<!--[if !supportLists]-->·      
<!--[endif]-->Creates and maintains network accounts
<!--[if !supportLists]-->·      
<!--[endif]-->Assist in Active Directory issues (i.e.
creating/providing access/removing access to Security Groups, Distribution
Lists, Shared Mailboxes)
<!--[if !supportLists]-->·      
<!--[endif]-->Remote into user’s desktop to provide initial
troubleshooting
<!--[if !supportLists]-->·      
<!--[endif]-->Assigns tickets to the appropriate resolver team
if the issue is out of scope
<!--[if !supportLists]-->·      
<!--[endif]-->Process assigned tickets and responds to email
and do follow ups
<!--[if !supportLists]-->·      
<!--[endif]-->Deploys software via server through SCCM and
assists with manual installation if software deployment via server fails
<!--[if !supportLists]-->·      
<!--[endif]-->Creates report and dashboard
<!--[if !supportLists]-->·      
<!--[endif]-->Does ticket management for the whole team
 
 
CONVERGYS
PHILIPPINES, INC.
Customer Service
Representative, February 2013 – December 2015
 
<!--[if !supportLists]-->·      
<!--[endif]-->Answer calls and assist in internet, phone, and
cable activation
<!--[if !supportLists]-->·      
<!--[endif]-->Troubleshoot internet connection, modem issues,
cable TV issues, phone issues
<!--[if !supportLists]-->·      
<!--[endif]-->Guides customer with connection
<!--[if !supportLists]-->·      
<!--[endif]-->Setup truck-roll or technician visit when needed
<!--[if !supportLists]-->·      
<!--[endif]-->Explains basic billing/charges
<!--[if !supportLists]-->·      
<!--[endif]-->Transfer calls to appropriate departments when
issue is out of scope
 
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EDUCATION
 
UNIVERSITY
OF SAN JOSE – RECOLETOS
Basak, Cebu City,
SY 2007 – 2009
 
<!--[if !supportLists]-->·      
<!--[endif]-->Graduate, Bachelor of Science in Computer
Engineering
 
UNIVERSITY
OF SAN CARLOS – TECHNOLOGICAL CENTER
Talamban, Cebu
City SYUpgrade to see actual info 
<!--[if !supportLists]-->·      
<!--[endif]-->Bachelor of Science in Computer Engineering