JOHN WENCY BOLANTE

I mostly handles calls, and emails from our clients that are experiencing any issues with their
software and password issues. I was also assisting them with handling any issues/request with
regards to their M365 Shared Mailboxes. I create, and modify Shared Mailboxes in M365 as
they requested I also monitor suspicious email activities via M365 Security Center, I would
remove any safe emails that was automatically quarantined so that the users would be able to
view it. I also handle New Hire account creation and off-boarding, security group modifications in Active
Directory, I also have experience in UNC file sharing and modifying file permissions from the
file server and I'm also the one who allocates appropriate licenses on their Email

I was promoted as a Incident Management Analyst where I mostly handle 3 support groups in
Service Now which is our ticketing tool. I handle any tickets that was created via Self Service or
was sent back by L2, or L3 engineer and resolve it within the given SLA. I'm also the one who coordinates with different support teams if there is any P1 or P2 outages

I was the front liner for any IT issues that our clients are experiencing. I was mostly managing
their password related issues, any software and hardware issues (Mobile devices / Printers, etc).