I have worked in the ITO (Information Technology Outsourcing) industry for the past 15 years, and have made a career as an IT Service Desk Technician working for international companies like Nike Inc., and ANZ Bank. Overall, I have 19 years of various work experiences as a researcher (realestate), tech support analyst (HP, Dell, At&T, Optus), and sales.
My scope of support as a Service Desk Analyst consists of, but not limited to:
• Active Directory: Account management, access provisioning through AD groups
• Office 365 apps like MS Outlook & Teams
• Office 365 account & device management through Azure and Intune Portals
• On prem VDIs & Cloud PCs
• VPN connection
• Network & internet connection issues
• Windows 10 & 11 support: like shared drive mapping, adding a printer, file restoration, app & software installation, uninstall, and repair, and even Windows profile reset
• Also performed remote access to laptops, workstations, Remote Desktops & servers for all sorts of Windows 10 or 11 issues
On top of my BAU, I spent the the last 5 years with my previous company (ANZ) working for a team within the Service Desk department called the “Service Delivery I----------- Management” team, or SDIM. Our team was not only confined to the processing of incoming self-service requests and i----------- tickets. Part of my daily task was to also monitor and manage the queue, then distribute tickets as the "Queue Manager" for 2-3 hours daily (from acknowledgement to hand-off). To be more specific, part of the tickets that I manage, distribute, and/or process were aging SLA-risk tickets, escalations, pushbacks from L2 or L3, high-priority i-----------, and on occasion, VIP support. These while making sure that tickets were processed, updated, and/or escalated to the proper L2 or L3 teams for further support. ALL within the agreed upon support process and Service Level Agreement or SLA. And done with proper and detailed documentation, not only as a business standard and for Quality Audit (QA), but also for customer satisfaction as well.
I was also given additional tasks and projects where I performed ticket scrubbing and deep dive analysis for i----------- that have breached the SLA, and those that have received feedbacks from Engineers (L2 or L3). Was also the author and editor of a few Knowledge Articles within the Service Desk.
The intangibles that I can bring to the table, if considered, is a high level of maturity, professionalism, commitment, and leadership. Which I believe comes naturally given the work & life experiences that I have at my age, the responsibilities, and actual leadership roles that I assume in my own free time.
Bound by my faith, I also consider everything that I do as if working for the Lord rather than for people (Colossians 3:23).
