This is my profileContact via CazVidEmmanuel
IT Service Desk Analyst with 5+ years of support and leadership
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Competencies
Utilized for ticket management and incident tracking across multiple projects.
Provided technical support and issue resolution for enterprise clients and end-users, including bilingual support.
Handled incident escalation, P1-P4 incident resolution, and SLA adherence in fast-paced environments.
Configured Cisco switches and Fortinet routers, collaborated on internet outage resolutions.
Led shift operations, mentored analysts, and managed escalations across support teams.
Education
Languages
Summary
Experienced IT support professional with over 5 years of experience supporting enterprise systems, leading support teams, and executing technical tasks across a variety of industries. Proficient in incident resolution, network hardware, and bilingual client communication.
Key Achievements
- Led shift operations as SME and Team Lead, reducing ticket backlog by 30% over 12 months at Tata Consultancy Services.
- Supported multiple enterprise projects across major clients including Neiman Marcus and Coach Inc.
- Maintained a 95% first-call resolution rate and improved documentation practices at CompuCom, enhancing escalation efficiency.
Experience
IT Service Desk Analyst Level 2
Provided L1–L2 IT support across 4 global enterprise accounts, resolving 100+ tickets weekly using ServiceNow and Fresh Service., Led bridge calls for critical outages, configured Cisco/Fortinet equipment, and supervised shift operations as SME and Team Lead, reducing ticket backlog by 30% over 12...
IT Service Desk Analyst
Delivered technical support for multiple enterprise accounts, handling 75+ daily tickets related to Citrix, Active Directory, and Microsoft Office., Maintained 95% first-call resolution rate and improved documentation practices to streamline L1–L2 escalations., Delivered tech support for various...
Customer Service & Tech Support Rep
Provided bilingual (English/Spanish) technical and customer support, managing an average of 80+ calls per day., Resolved account, billing, and service issues with a 90% customer satisfaction rate, contributing to improved client retention and call quality scores., Handled account updates, billing...