I'm John.
A Service Desk Analyst
based in the Philippines.

a Service Desk Analyst who thrives in high-pressure environments, managing incidents, accounts, and SLAs with precision. I turn problems into solutions — one ticket at a time.

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💼 Work Experience

IT Service Desk Analyst | 2023 – Present

Managed 200+ Active Directory accounts and onboarding of new users.
Resolved over 50 daily support tickets using ServiceNow with high satisfaction rates.
Contributed to an internal knowledge base to streamline troubleshooting.
Monitored SLA dashboards to proactively prevent breaches and delays.
Handled support tickets via CRM tools: updating logs, resolving cases, and maintaining SLA compliance.

💡 My Skills

🛠️

ServiceNow Ticketing

Improved ticket resolution by 30% through efficient handling and escalation.

🧑‍💻

Active Directory

Managed accounts, password resets, and group memberships for 200+ users.

🚨

Incident Handling

Resolved incidents quickly and maintained SLA compliance through clear documentation.

📋

CRM

Handled ticket management, case tracking, SLA monitoring, and client communication using CRM tools.

☁️

Amazon Web Services

Handled inbound support calls using Amazon Connect cloud contact center.

📧

Email Support

Managed inboxes and resolved technical issues through professional, timely email responses.

🛠 Real-World Scenarios

🔧 Domain Login Failure

Resolved a login issue for 30+ users using Active Directory by identifying replication delays and re-syncing affected objects. Completed within SLA, minimizing downtime.

📊 SLA Breach Prevention

Proactively monitored ServiceNow dashboards to identify aging tickets. Coordinated with Level 2 support to escalate critical tickets—helped team maintain 100% SLA compliance that week.