Active Directory
Joemar Jerome Montesines
IT Service Desk
Quezon City,PAM
Summary
Dynamic IT Service Desk Analyst with proven expertise at Wipro, enhancing customer satisfaction through effective ticket management and escalation processes. Skilled in network troubleshooting and remote support, I improved first-call resolution rates by developing targeted solutions, while fostering collaboration across teams to streamline operations and elevate service delivery.
Overview
8
8
years of professional experience
Work History
IT Service Desk Analyst
Wipro
04.2025 - 08.2025
- Maintained up-to-date expertise in relevant technologies by attending industry conferences, participating in webinars, and staying current with trade publications.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Contributed significantly to the implementation of a new IT service desk platform that improved efficiency and reporting capabilities.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Cum Admin
Black and Blanc - Fleurs, Dubai LLC
06.2023 - 11.2023
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Proved successful working within tight deadlines and a fast-paced environment.
Apple Care Support
Concentrix
03.2023 - 06.2023
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
IT Service Desk Analyst
Global Payments Inc.
09.2022 - 03.2023
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
TECHNICAL SUPPORT REPRESENTATIVE
Acquire BPO
07.2021 - 08.2022
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Managed high levels of call flow and responded to technical support needs.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Played key role in project that significantly reduced system downtime for major clients.
- Assisted in rollout of new software features, ensuring customers understood and utilized them fully.
- Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
TECHNICAL SUPPORT REPRESENTATIVE TIER 1-3
Transcom Worldwide Inc
08.2017 - 03.2021
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Used ticketing systems to manage and process support actions and requests.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Education
Associate of Science - Computer Technology
Asian Institute of Computer Studies
Caloocan City, Metro Manila, Philippines 04.2001 -
Bachelor of Science - Marketing
Unibersidad De Manila
Manila, Metro Manila, Philippines 04.2001 -
Skills
Network troubleshooting
Remote support
System monitoring
Ticketing system proficiency
Application support
Software support
Hardware support
Escalation management
Operating systems
Service desk experience
Customer service
Software installation
Ticket management
Technical issues analysis
Desktop support
Service support
Application installations
Verbal and written communication
Ticket support system management
Troubleshooting network issues
Remote technical support
MS office proficiency
User credential management
Information protection
System diagnostics
Software diagnosis
Call center operations
Software
Service Now
Sharepoint
Microsoft 365
Cisco Secure Client
CRM
Putty Linux Systems
Salesforce
Genesys Workspace
Windows Hello
Timeline
IT Service Desk Analyst
Wipro
04.2025 - 08.2025
Customer Service Cum Admin
Black and Blanc - Fleurs, Dubai LLC
06.2023 - 11.2023
Apple Care Support
Concentrix
03.2023 - 06.2023
IT Service Desk Analyst
Global Payments Inc.
09.2022 - 03.2023
TECHNICAL SUPPORT REPRESENTATIVE
Acquire BPO
07.2021 - 08.2022
TECHNICAL SUPPORT REPRESENTATIVE TIER 1-3
Transcom Worldwide Inc
08.2017 - 03.2021
Associate of Science - Computer Technology
Asian Institute of Computer Studies
04.2001 -
Bachelor of Science - Marketing
Unibersidad De Manila
04.2001 -