Joesa Mae Ebron
Lapu-Lapu City, Cebu
Summary
A dedicated IT Service Desk Analyst with 7 years of experience and committed to provide an exceptional and effective technical help to end-users in fast-paced environments. Resourceful and take every opportunity as a chance to learn something new throughout my life. I am an enthusiastic and driven person who is ready to take on a demanding position that makes use of and further hones my acquired abilities. Seeking to use my excellent technical and communication abilities to enhance company productivity.
Overview
7
7
years of professional experience
Work History
Sr Service Desk Analyst
TMX Philippines, Inc. l PEZA 1
Lapu Lapu City
01.2024 - Current
- Supervised service desk operations daily, offering advanced troubleshooting and support as the primary contact for unresolved issues from junior analysts. Enforced team's compliance with SLAs and IT policies.
- Managed work shift assignments, ensuring fair rotation and adequate overtime and holiday support coverage.
- Created and maintained comprehensive KB articles for analysts and business users, conducting regular reviews to ensure accuracy and relevance.
- Assisted the SD manager in the hiring process and conducted training for new analysts, implementing a structured training program (template TPO).
Service Desk Analyst
TMX Philippines, Inc. l PEZA 1
Lapu Lapu City
04.2021 - 12.2023
- Proved capabilities in assuming the role of Service Desk Analyst, simultaneously handling the obligations of a junior analyst, and undertaking supplementary assignments.
- Monitored call handling operations to achieve a below 2.5% abandoned rate and maintain a 90% or higher 'call answer rate'.
- Generated weekly reports from Ivanti, CUIC/RingCentral to monitor ticket handling and call metrics, focusing on achieving 85% ART (incidents resolved within an hour) for transparency.
- Conducted detailed audits of closed tickets to ensure quality, providing individual coaching for continuous improvement.
Jr Helpdesk Analyst
TMX Philippines, Inc. l PEZA 1
Lapu Lapu City
02.2019 - 03.2021
- Managed user account creation and access provisioning for new hires, ensuring compliance with security protocols.
- Resolved simple to mid-level issues independently or escalated them to other IT teams to meet SLA requirements and enhance user experience.
- Documented incident resolutions, communicated status updates to users, published outage advisories, and developed Knowledge Base Articles.
IT Helpdesk Support
QIMA Philippines, Inc. l Cebu Business IT Park
Cebu City
05.2017 - 02.2019
- Provided on-site and remote technical support as IT Helpdesk to employees internally, covering both Cebu and other locations.
- Installed and maintained the Lotus platform, assisted new users, and resolved issues in Lotus, Citrix, RDS, Office 365, and Back Office systems.
- Managed user accounts and access permissions, and resolved system-related issues.
- Utilized Freshdesk for ticket handling, incident response, and remote troubleshooting of computer/software problems via TeamViewer or AnyDesk.
Education
CCT - Systems and Network Administration -
University of San Carlos - TC
01.2017
Certificate in CCNA 1 & 2 Routing & Switching - Introduction to Networks & Essentials -
University of San Carlos
08.2015
Skills
- Effective Communication: Strong written and verbal skills, with a proven ability to create accurate documentation and deliver user-friendly solutions
- Ivanti Tools Expertise: Skilled in using Ivanti ITSM, Console, and RC for efficient service desk management, remote support, and detailed IT assistance
- Office 365 Administration: Extensive experience in managing Office 365, including user management, email setup, and troubleshooting in the Exchange Admin Center
- Windows & Client OS Proficiency: Knowledgeable in Windows Server 2022 and client OS (Windows 10 & 11), with experience in deployment, configuration, and troubleshooting
- Unified Communications Support: Proficient in managing and supporting RingCentral, MS Teams, and Jabber for integrated voice, messaging, and video communications
- Cybersecurity & Endpoint Protection: Adept at managing ESET security solutions and implementing multi-factor authentication and Fortinet security solutions
- Data Management & Monitoring: Experienced with Cohesity Helios for data backup and Solarwinds for network and system monitoring, plus practical experience with Oracle Applications
- Comprehensive support experience for hardware, mobile devices (BYOD), and printers, ensuring optimal performance and user satisfaction
Websites
References
References available upon request.
Timeline
Sr Service Desk Analyst
TMX Philippines, Inc. l PEZA 1
01.2024 - Current
Service Desk Analyst
TMX Philippines, Inc. l PEZA 1
04.2021 - 12.2023
Jr Helpdesk Analyst
TMX Philippines, Inc. l PEZA 1
02.2019 - 03.2021
IT Helpdesk Support
QIMA Philippines, Inc. l Cebu Business IT Park
05.2017 - 02.2019
CCT - Systems and Network Administration -
University of San Carlos - TC
Certificate in CCNA 1 & 2 Routing & Switching - Introduction to Networks & Essentials -
University of San Carlos
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