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albert N. — Mid-Level Service Desk Analyst from Philippines

albert N.

Mid-Level Service Desk Analyst

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

Albert N. is a dedicated IT Service Desk Analyst with extensive experience in providing technical support and client service across multiple industries. Currently employed at Wipro Philippines, Albert offers first-line support to global clients, expertly handling incidents and service requests through ServiceNow. His proficiency extends to user account administration with Active Directory, hardware troubleshooting, and Microsoft 365 support. Prior to this, Albert excelled as a General Virtual Assistant at Remoworks International, where he managed applications like Samsung KNOX Portal and Zendesk, enhancing process documentation and facilitating team collaborations. His tenure at both Manulife and Teletech further honed his skills in ticket management and customer service. Highly skilled in ticket management, remote technical support, and process documentation, Albert holds significant expertise in environments such as Mac OS, VMware, and Microsoft 365.

Experience

  • Service Desk Analyst (Level 1)

    Wipro Philippines · 2024 — Present
    Delivered first-line technical support to global clients through phone, email, chat (ServiceNow), and web portals. Managed incidents and service requests utilizing ServiceNow, which involved logging, categorization, tracking, and resolution within SLAs. Conducted user account administration using Active Directory, executed password resets, performed software/hardware troubleshooting, and provided Microsoft 365 support. Accurately documented resolutions and contributed to process improvements.

  • General Virtual Assistant (Project-Based)

    Remoworks International · 2023 — 2024
    Engaged with various applications, including Samsung KNOX Portal, Zendesk, Dial Pad, O365 (Teams, Outlook, Excel), DOMO, TherapyBoss Hub/Portal, Staffing Tool, and Mondays.com. Resolved Zendesk tickets effectively, offered real-time solutions for Dialpad cases, and managed emails along with schedules. Contributed to process documentation for Samsung KNOX, assisted with asset management, and ensured the timely submission of DOMO reports. Facilitated team meetings, supported project planning, and executed a range of administrative tasks with confidentiality and adaptability.

  • Service Desk Analyst

    Manulife Business Processing Services · 2014 — 2021
    Provided first-level hardware and software support for both internal and external users, covering laptops, desktops, printers, and mobile devices. Managed the North American Service Desk Mailbox and work queues, logging and managing tickets using ServiceNow. Created and maintained support documentation and training materials, and issued service bulletins for outages. Collaborated with second-level support on complex issues and reported inefficiencies to management.

  • Technical Support Representative

    Teletech Philippines · 2009 — 2014
    Delivered ISP technical support, focusing on troubleshooting internet connectivity, modems, routers, and hardware issues. Utilized NXTT, GTAC, and Verizon systems; scheduled technician appointments and provided antivirus support.

Skills & Expertise

Online Community ManagementSolidity DeveloperZendesk

Education

  • Master of Arts in Education Management (Specialization in Education Leadership)
    Polytechnic University of the Philippines · 2025 — Present
  • Bachelor of Secondary Education, Major in Social Studies
    University of Makati · 2002 — 2006