Summary
Overview
Work History
Education
Skills
Timeline
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Joe Marie Calayag

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
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
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

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Joe Marie CalayagIT Service Desk Analyst