Joe Marie Calayag
IT Service Desk Analyst
Parañaque City
Summary
Seeking an opportunity in the industry where I can apply my skills and abilities to contribute meaningfully to your organization’s success while pursuing continued professional growth
Overview
5
5
years of professional experience
15
15
years of post-secondary education
Work History
Service Desk Technical Analyst
CGI Philippines
2/F One World Square Taguig City
05.2022 - Current
- Troubleshot network, hardware, and software issues to ensure minimal downtime and optimal performance
- Escalated complex technical problems to appropriate departments and support teams for resolution
- Managed, prioritized, and documented incoming service desk tickets and user inquiries
- Ensured compliance by monitoring and maintaining up-to-date software licenses
- Installed and configured software across user workstations in accordance with company standards
- Responded to user requests and technical issues with timely and effective solutions
- Delivered user guidance and training to promote effective use of technology and systems
- Provided remote support to end-users using tools such as AnyDesk, PowerQT, and Microsoft Teams
- Handled IT support inquiries via phone and remote access to ensure efficient issue resolution
- Provided exceptional support for end-users by addressing technical concerns, reducing downtime, and improving user experience.
IT Tech Support
Alorica Alphaland
L30, Alphaland Southgate Tower, Makati
01.2020 - 04.2020
- Troubleshot software and system issues to ensure optimal program performance
- Upgraded agent workstations to Windows 10 for improved efficiency and security
- Reformatted systems and replaced faulty computer components as needed
- Cloned operating systems using Acronis True Image to streamline deployment and recovery processes
Education
Bachelor of Science - Information Technology
Lyceum of The Philippines University
Intramuros, Metro Manila, Philippines 06.2014 - 04.2025
High School Diploma -
Immaculate Heart of Mary College
Paranaque City 06.2010 - 04.2014
Skills
- Effective time management
- Collaborative team player
- Efficient multitasking
- Quick learner
- Detail Oriented
- Ability to perform under pressure
- Software installation
- Computer hardware installation
- Backend configurations
- Front end configurations
- Maintenance mode activation and deactivation in Websites
- Experienced with Postman for analyzing API logs
- Proficient in analyzing logs with Kibana
- Skilled in Microsoft Word
- Skilled in Microsoft Outlook
- Experienced with Excel, Powerpoint, OneDrive, OneNote, SharePoint, and Teams
- Skilled in Microsoft Azure and Microsoft Intune
- Creating users account via Active Directory and Admin Tools
- Skilled in using digital identity tool
- Facilitating password resets
- User account recovery
- User account MFA reset
- Experienced with ServiceNow, Jira, and BMC Remedy
- Proficient in AnyDesk, MyHelp, PowerQT and Teams remote tool
Timeline
Service Desk Technical Analyst
CGI Philippines
05.2022 - Current
IT Tech Support
Alorica Alphaland
01.2020 - 04.2020
Bachelor of Science - Information Technology
Lyceum of The Philippines University
06.2014 - 04.2025
High School Diploma -
Immaculate Heart of Mary College
06.2010 - 04.2014