Ian G.

Ian G. is a results-driven IT professional with over 4 years of experience in high-volume technical support and customer service within BPO and enterprise service desk environments. Currently serving as an IT Service Desk Analyst at Wipro Philippines, he provides first-line technical support to internal employees, specializing in hardware, software, network, and access incident resolution using ServiceNow. He is adept in Active Directory user management and remote desktop troubleshooting to minimize downtime. Ian's expertise extends to troubleshooting network, billing, and service plan issues for telecom services, where he excellently met SLAs and improved customer retention. His ability to de-escalate high-conflict situations and upsell upgraded plans has contributed significantly to revenue growth and reduced churn. He holds a Bachelor of Science in Information Technology from Colegio De Montalban, in addition to certifications in IT Help Desk Professional and IT Help Desk Ticketing Tool for L1 Support through Udemy.