Wilmer J.
Senior Service Desk Analyst
Open to offersNew to PlatformAbout
Wilmer J. is an experienced Senior Service Desk Analyst with an extensive track record at Telus International Philippines, where he worked from June 2019 to March 2026. He excels in network troubleshooting, system optimization, and technical troubleshooting, providing exceptional support for platforms such as Genesys Cloud and Office 365. Wilmer's role involved resolving desktop, software, and network issues while ensuring meticulous incident documentation. He has demonstrated expertise in handling password administration and access support across multiple systems, contributing to improved efficiency in inter-departmental collaborations. He started in Customer Experience Analysis before moving on to prime roles such as Technical Support at Telus where he managed DSL, SATELLITE TV, and CABLE TV services. His dedication to learning is evident through completed courses in cybersecurity, evidenced by certifications like CompTIA Security+ and Cisco CCNA. His technical acumen is further supported by practical experience with LANs, VPNs, active directory, and a variety of hardware devices. Wilmer's commitment to delivering superior service and robust security solutions underpins his professional approach across the tech industry.
Experience
Senior Service Desk Analyst
Telus International Philippines · 2019 — 2026Managed Genesys Cloud role administration and documented all requests in the incident management system. Facilitated collaboration between departments by escalating unresolved issues. Provided initial triage, categorization, and prioritization of desktop, software, or network issues for Genesys employees via calls, email, and chat. Administered password and access support for Active Directory and various internal systems, handling account modifications and network connectivity challenges. Assisted with data collection and software installations, including troubleshooting OS/iOS failures. Engaged in basic network troubleshooting and Office 365 administration, while identifying priority calls to meet key performance indicators.Technical Support
Telus · 2015 — 2019Utilized Lynx call tracking and ticketing systems to manage incidents and service requests. Provided initial triage and categorization of reported issues and supported remote access administration. Conducted password resets, printer support, and troubleshooting for network connectivity and VoIP systems. Clearly diagnosed incidents for technicians and followed up with customers to ensure satisfactory resolution.Technical Support
Harte Hanks · 2012 — 2013Offered technical support for multiple clients, including Samsung and Barnes & Noble Digital. Managed escalations for TSR as well as support for MLB At Bat 13. Engaged in direct customer assistance and resolved technical inquiries effectively.Computer and Network Technical Maintenance
Republic of Gamers Underground & ZoneGroundz Internet Café · 2010 — 2012Conducted computer and network technical maintenance tasks to ensure optimal performance for users at the internet café.Barista
Starbucks · 2008 — 2009Performed barista duties, providing exceptional customer service and beverage preparation.Barista
Le Toe Tasi · 2007 — 2008Executed barista responsibilities, focusing on customer service and product quality.Profiler
WebCams.com · 2005 — 2006Engaged in profiling tasks within the WebCams.com platform.
Skills & Expertise
Education
- Computer TechnologySTI · — — 2004
- High School DiplomaWestern Bicutan National High School (W.B.N.H.S) · 1999 — 2003