Jalmes Sacpopo
Summary
Dedicated and detail-oriented IT Helpdesk professional with years of experience in providing technical support and troubleshooting across various systems. Skilled in diagnosing hardware and software issues, resolving network problems, and delivering exceptional customer service. Adept at managing tickets through helpdesk systems, with a strong focus on ensuring prompt and efficient resolution of technical issues. Passionate about leveraging my technical expertise to improve user experience and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
Eze Castle Integration
03.2021 - Current
- Delivered advanced technical support and troubleshooting for escalated issues in an MSP IT environment, servicing hundreds of global clients.
- Conducted user onboarding and offboarding.
- Analyzed and resolved complex hardware and software problems.
- Collaborated with Tier 3 and other teams to resolve intricate technical issues.
- Mentored and assisted Tier 1 analysts in effective problem resolution.
- Managed and prioritized escalated tickets to ensure timely resolution.
- Maintained a strong focus on customer satisfaction and service excellence.
Service Desk Analyst (SME)
Tata Consultancy Services
07.2018 - 03.2021
- Provided Level 1 IT Support for KeyBank employees in the US, specializing in triage, troubleshooting, and issue monitoring.
- Coordinated with cross-functional support teams to address production-impacting issues promptly.
- Utilized Knowledge Base articles to resolve hardware, network, server, and software-related concerns effectively.
- Guided level agents in troubleshooting employee issues as a Subject Matter Expert (SME).
- Followed up on pending tickets and incidents submitted via the self-service portal as an SME.
- Managed virtual machine deployment and decommissioning for offshore employees.
- Monitored and escalated aging tickets that were out of SLA coverage.
- Issued timely News Alerts for high-impact issues to inform all employees.
Advisor Technical Support (Contractor)
Sun Life Financials
02.2018 - 07.2018
- Provided comprehensive IT support to Sun Life Financial advisors in Canada.
- Communicated via phone, chat, and remote tools to resolve technical issues effectively.
- Installed, configured, and troubleshooted advisor applications.
- Addressed and resolved hardware-related concerns.
- Assisted users in re-imaging laptops when needed.
- Guided users through navigational queries for financial tools and applications.
- Collaborated with the team to enhance Knowledge Base articles.
- Logged all requests and incidents in the HPSM ticketing tool.
Service Desk Analyst
PCM
01.2017 - 02.2018
- Provided primary support for Aleris Incorporated's US-based employees.
- Diagnosed and resolved user-reported issues via phone, chat, and self-service ticketing.
- Logged all requests and incidents in ServiceNow.
- Triaged issues and coordinated with relevant support teams.
- Monitored outages and continually updated affected users.
Service Desk Engineer
HP Enterprise (under Action Labs)
07.2016 - 01.2017
- Provided comprehensive IT support for Seadrill Limited employees in Europe and Asia offices.
- Delivered tech assistance to employees on various oil rigs, navigating network restrictions.
- Assisted users through phone, chat, and remote sessions for effective problem resolution.
- Managed and triaged requests and incidents using the HPSM ticketing tool.
- Coordinated with internal support teams to resolve complex issues beyond the Service Desk's scope.
Desktop Support Engineer
Digital Room (Philippines) Incorporated
04.2015 - 06.2016
- Managed User Domain Accounts via Active Directory
- Administered User E-Mail Accounts through Office 365 Administration Portal
- Facilitated email account migration from Rackspace to Office 365
- Specialized in hardware and software installation, configuration, troubleshooting, and maintenance
- Oversaw company assets lifecycle in Manila Office from procurement to decommissioning
- Delivered comprehensive IT support to Manila and US Digital Room employees via Phone, Chat, and onsite
- Recorded all requests and incidents using the company ticketing tool
- Maintained and enriched Knowledge Base articles for streamlined future reference
- Collaborated with network and server teams during office relocation projects
Education
Bachelor of Science - Computer Engineering
LORMA Colleges
San Fernando, Province Of La Union, Philippines01.2015
Skills
- Technical Support (Windows, Mac, iOS, Android)
- Troubleshooting Hardware and Software Issues
- Strong Communication and Problem-Solving Skills
- Identity Management (Active Directory, Microsoft 365 Entra ID)
- Microsoft 365 (Exchange, SharePoint, Intune, OneDrive, Teams)
- Remote Tools (AVD/VDI, Citrix, Cisco AnyConnect, Global Protect, TeamViewer, Bomgar, Tight VNC)
- Ticketing Systems (ServiceNow, HPSM, ConnectWise)
- Network Support (LAN, WAN, VPN)
Certification
AZ-900
Languages
English
Tagalog
Personal Information
Date of Birth: 08/31/93
Timeline
Senior Service Desk Analyst
Eze Castle Integration
03.2021 - Current
Service Desk Analyst (SME)
Tata Consultancy Services
07.2018 - 03.2021
Advisor Technical Support (Contractor)
Sun Life Financials
02.2018 - 07.2018
Service Desk Analyst
PCM
01.2017 - 02.2018
Service Desk Engineer
HP Enterprise (under Action Labs)
07.2016 - 01.2017
Desktop Support Engineer
Digital Room (Philippines) Incorporated
04.2015 - 06.2016
Bachelor of Science - Computer Engineering
LORMA Colleges
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