John L.

John L. is an experienced Tier 1 Service Desk Analyst with a robust background in Information and Network Security, having graduated with a Bachelor of Science from the University of Makati in 2022. Since November 2022, he has been with Emerson Electric (Asia) Limited - ROHQ, skillfully managing user support engagements across telephone, chat, and email. He effectively addresses customer service concerns, escalating when necessary, and logs incidents into the Service Now system to facilitate prompt resolution. His role includes responding to operational issues with various electronic devices and participating actively in weekly team meetings to upgrade service knowledge. John L. is adept in Service Now, Genesys, and account management, especially in contexts involving Active Directory and VPNs. His technical expertise is further evidenced through user acceptance testing, and the configuration of operating systems and applications. He consistently meets key performance indicators, leveraging ITIL Foundation guidelines to enhance service delivery. With a commitment to internal policy adherence, he wishes to continue leveraging his interpersonal and problem-solving skills in challenging full-time roles.