Ian Valenzuela
IT Service Desk Analyst
Summary
Success-driven, results-focused, and adaptable IT professional with experience in IT operations and customer service. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
29
29
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
IT Service Desk Analyst L1
TEKsystems
11.2022 - Current
- Analyzes customer issues efficiently and provides logical solutions over the phone
- Daily management of over 30 Priority 1 ticket issues
- Resolved issues in a timely and cost-effective manner, completed all required documentation, and properly closed the ticket
- Assist employees with changes to Administrator Accounts, Passwords, and Domain Privileges in Active Directory as needed
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
Technical Support Representative L1
DATAMATICS
10.2020 - 06.2022
- Efficiently analyses customer issues and provides logical solutions via call, email, and chat
- Managed 30+ Priority 1 ticket issues per day
- Resolved issues in a timely and cost effect manner, completed all required documentation, and properly closed the ticket
- Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95-100% on all calls, email, and chat, which outperformed the average of 90%
- Task to be SME for morning and mid shift teams and trainer support for new hire.
Customer Service Representative
24-7 Intouch
02.2020 - 07.2020
- Resolve 100+ weekly customer inquiries via phone, chat, and email, consistently exceeding targets
- Provide accurate and appropriate information in response to customers' inquiries
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Followed scripts and processes to uphold brand standards.
Customer Service Representative
Inspiro Relia Inc
11.2019 - 12.2019
- Resolve 100 weekly customer inquiries via phone, chat, and email, consistently exceeding targets
- Handled customer inquiries and suggestions courteously and professionally.
- Provide accurate and relevant information in response to customer inquiries
- Processed customer service orders promptly to increase customer satisfaction.
- Followed scripts and processes to uphold brand standards.
WAREHOUSEMAN AIRCRAFT SPECIALIST
PHILIPPINE AIR FORCE
02.2014 - 03.2019
- Facilitate inventory management and inform management of low inventory, record Inventory counts in company computer systems
- Prepared sorting, packing, and labeling of materials and supplies to be shipped
- Performed general maintenance and custodial tasks of warehouse facilities and equipment
- Prepared numerous records keeping duties to organize and ensure accuracy of warehouse shipping, receiving and inventory database.
- Prepared pallets of boxes for easy transportation between storage locations.
IT SUPPORT STAFF
PHILIPPINE AIR FORCE
03.2013 - 03.2019
- Install & configure computer hardware, software, systems, networks, printers & scanners
- Install and configure a domain controller setting using Active Directory Server 2008r2
- Setting up accounts for New Users, Password Reset, Train new user.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Performed troubleshooting to correct computer hardware and software malfunctions.
ADMIN APPRENTICE
PHILIPPINE AIR FORCE
03.2013 - 03.2014
- Help within the arrangement of frequently planned reports
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Entered and maintained departmental records in company database.
- Update and keep up office approaches and procedures
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Provide general support to visitors.
MILITARY ATHLETE
PHILIPPINE AIR FORCE
03.2013 - 03.2019
- Compete in high level tournament against fellow Arm Force of the Philippines as well as international competition
- Organized and planned training and competitions throughout the year to qualify for the national team of the Philippine Air force
- Led group and individual training for Military Officer Training
- Effectively communicated with diverse group of athletes, coaches, and game officials using dynamic listening and open-ended questioning skills.
Karate Assistant Part Time
Karate Sport Schule
12.2011 - 12.2019
- Provided Karate instruction to over students ranging in age from white belt to black belt Led stretching, taught self-defense, and ran sparring matches
- Planned physical education programs to promote the development of participants' physical attributes and social skills
- Identified and coach promising students to compete in local and national karate championship tournaments
- Provided learning feedback to students for improvement or further training
- Imparted key etiquette points, discipline, and respect.
Education
Bachelor of Science - Aircraft Maintenance Technology
Philippine State College of Aeronautics
06.2007 - 03.2012
Skills
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Certification
CCNA
Accomplishments
Silver Medalist - Won Silver Medal for the Philippine Air force during the event of AFP PNP Olympics 2015.
Military Merit Medal - For Meritorious and Valuable service rendered as personnel of 205th THW during incumbency of Brig Gen. Conrado V Parra JR AFP, As Wing Commander of 205th THW from 13 November 2014 - 08 June 2015.
Military Merit Medal - For Meritorious and Valuable service rendered as personnel of 205th THW during incumbency of Brig Gen. Rolando M Aquino AFP, As Wing Commander of 205th THW from 22 November 2013 - 06 November 2014.
Military Merit Medal - For Meritorious and Valuable service rendered as personnel of 205th Tactical Helicopter Wing from 01 March 2013 - 01 March 2014 and the unwavering Dedication in Accomplishing Unit Missions
Philippine Republic Presidential Unit Citation Badge - For Extraordinary Accomplishment in support of National Government Agencies, Local Government Unit and Law Enforcement and Security Operations. During the Defense of Zamboanga City, The Earthquake in Central Visayas, and the Super Typhoon "Yolanda"
Additional Information
MNET IT Solutions: July – October 2022
CCNA 200 – 301 & Basic Linux Administration
Jeremy IT Labs: Udemy July – October 2022
CCNA 200 – 301
Nexus IT Solutions: August 2022
Windows Server 2019 Administration
AWS Restart Program June - August 2022
Professor Messer: July - October 2021
CompTIA A+
Coursera: October 2021
Google IT Support
Jason Dion: May - August 2020
Professor Messer: October - December 2020
CompTIA Sec+:
Pinoy System Administrator: August 2020
Windows Server 2016 Administration
TESDA: July – August 2019
Computer Systems Servicing NC2
Timeline
CompTIA A+
11-2024
IT Service Desk Analyst L1
TEKsystems
11.2022 - Current
CCNA
10-2022
Google/CompTIA dual credential
11-2021
CompTIA Security+
02-2021
Technical Support Representative L1
DATAMATICS
10.2020 - 06.2022
AZ-900 Azure Fundamentals
09-2020
Customer Service Representative
24-7 Intouch
02.2020 - 07.2020
Customer Service Representative
Inspiro Relia Inc
11.2019 - 12.2019
WAREHOUSEMAN AIRCRAFT SPECIALIST
PHILIPPINE AIR FORCE
02.2014 - 03.2019
IT SUPPORT STAFF
PHILIPPINE AIR FORCE
03.2013 - 03.2019
ADMIN APPRENTICE
PHILIPPINE AIR FORCE
03.2013 - 03.2014
MILITARY ATHLETE
PHILIPPINE AIR FORCE
03.2013 - 03.2019
Karate Assistant Part Time
Karate Sport Schule
12.2011 - 12.2019
Bachelor of Science - Aircraft Maintenance Technology
Philippine State College of Aeronautics
06.2007 - 03.2012
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