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Alan P. — Senior L2 IT Help Desk Analyst from Philippines

Alan P.

Senior L2 IT Help Desk Analyst

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Alan P. is an experienced IT and technical professional with over 20 years in industries such as manufacturing, field service, and technical support. He has worked as an L2 Help Desk Analyst at Concentrix, where he managed and resolved Level 2 incidents using ServiceNow, provided remote desktop support, and ensured SLA compliance. His role required effective use of tools like Microsoft 365 and Active Directory. Previously, as a Junior Drafter at CE Industrial, Alan utilized AutoCAD for switchboard designs and supported production lines and wiring tasks. His earlier positions include Technical Support at Teletech, where he handled internet phone service issues, and Production Supervisor at NSF Technologies Philippines Inc., overseeing daily operations and achieving production targets. Alan began his career as a Field Service Engineer at UBIX, offering on-site and remote support for IT and electronic systems. His extensive skill set includes technical troubleshooting, documentation, and remote support, making him adaptable across IT and Non-IT roles.

Experience

  • L2 IT Help Desk Analyst

    Concentrix · 2016 — 2026
    Managed Level 2 incidents and service requests utilizing ServiceNow. Provided remote support for troubleshooting operating system, application, and connectivity issues while ensuring SLA compliance through effective ticket prioritization. Supported environments involving Microsoft 365, Windows systems, and Active Directory. Collaborated with L3 teams and vendors for advanced issue resolution and created technical documentation and knowledge base articles.

  • Junior Drafter

    CE Industrial (B) SDN BHD · 2012 — 2014
    Created switchboard sketches in AutoCAD as specified by engineers. Assisted in the production line by wiring various switchboards and control panels during operational duties.

  • Technical Support

    Teletech · 2010 — 2012
    Provided troubleshooting for internet phone services and configured client equipment to establish internet connectivity.

  • Production Supervisor

    NSF Technologies Philippines Inc. · 2000 — 2002
    Supervised daily production operations and led cross-functional teams. Ensured compliance with operational procedures, safety standards, and quality metrics while resolving technical and production issues to minimize downtime. Managed shift schedules and staff training to achieve production targets.

  • Field Service Engineer

    UBIX · 1997 — 1999
    Provided both on-site and remote technical support for hardware and software systems. Installed, configured, and maintained IT and electronic equipment while diagnosing system failures. Worked with customers to troubleshoot issues and escalate complex problems to internal technical teams.

Education

  • Bachelor of Science in Computer Engineering
    Institution not specified · 1991 — 1996