Hi, I’m Paul John A. Peñaranda from the Philippines. I have over 7 years of experience in IT support, service desk operations, dispatch coordination, customer service, and back-office support across fast-paced and client-focused environments.
My recent experience includes working as a Senior Analyst / Service Desk and IT Dispatch professional, where I handled ticket triage, escalation management, SLA monitoring, workflow coordination, and communication between users, engineers, and operations teams. I have experience using ServiceNow and working within ticket-driven support environments supporting US-based schedules.
I also have a background in lead management, collections, payment processing, scheduling, and operational coordination, which has strengthened my ability to manage multiple priorities while maintaining accuracy and excellent customer service.
I’m known for being organized, proactive, calm under pressure, and easy to work with. I enjoy solving problems, keeping work moving efficiently, and ensuring that clients receive clear updates and a positive support experience from start to finish.
Core Skills -
IT Service Desk & Application Support
IT Dispatch & Ticket Triage
ServiceNow & Ticket Management
SLA Monitoring & Escalation Handling
Microsoft 365 User Support
Incident & Request Management
Workflow & Operations Coordination
Customer Service (Phone, Email & Chat)
Scheduling & Appointment Coordination
Lead Management & Collections
Payment Processing & Back-Office Operations
Remote Support & Documentation
Cross-functional Team Coordination
Recent Experience -
HCLTech – Senior Analyst / Operations Support
GlowTouch Philippines – Senior Analyst / IT Dispatch / Service Desk
DC Center LLC – Lead Manager / Lead Dispatcher / Finance & Collections
Oscar Phone LLC (Dubai, UAE) – Sales Coordinator / Logistics Dispatch
