Hi, I’m Ericson, an IT Service Desk professional with solid experience supporting end users, solving technical issues, and ensuring smooth day-to-day IT operations. I’ve worked with global tech leaders like HP and Samsung, providing both frontline and specialized support that balances technical skill with genuine customer care.
My Journey So Far:
• IT Service Desk Analyst
Currently, I provide IT support to internal users — resolving i-----------, handling service requests, managing accounts and access, and ensuring minimal downtime. I work across multiple systems, monitor tickets via tools like Jira or ServiceNow, and escalate as needed to ensure timely resolution. I take pride in being dependable, solutions-focused, and easy to talk to.
• Technical Support Representative – HP
I supported HP customers by troubleshooting hardware/software concerns and walking them through step-by-step solutions. It built my foundation for clear communication and product knowledge.
• Technical Support Representative – Samsung
Handled customer device issues, software errors, and account concerns — always with empathy, even during high-volume days. I helped users feel confident, even in frustrating -----------nts.
• Escalation Case Manager – HP
In this role, I handled critical or unresolved issues passed on from frontline support. I coordinated with different departments to solve high-level concerns, restored customer satisfaction, and worked under pressure while staying calm, professional, and result-oriented.
???? Skills & Tools I Work With:
ITSM Tools (Jira, ServiceNow) | Windows OS & Applications | Active Directory | Remote Desktop | Ticket Management | Email & Chat Support | I-----------/Problem Management | Escalation Handling
I believe technical support is more than solving issues — it’s about being a reliable partner when things go wrong. I bring not just experience, but empathy and accountability to every case I handle.
