John Harris Magana
IT Service Desk Technician
Las Pinas, Metro Manila,Las pinas
Summary
Dynamic IT Service Desk Engineer with a proven track record at Insight, enhancing customer satisfaction through effective incident management and remote support. Skilled in ticketing systems and asset management, I excel in resolving complex issues while maintaining professionalism. Recognized for improving service desk efficiency and delivering timely solutions to elevate user experience.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
IT Service Desk Engineer
Insight
Pasig
04.2024 - Current
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
- Implemented remote support tools to quickly resolve offsite user issues, reducing the need for onsite visits.
- Performed preventative maintenance tasks proactively to minimize potential disruptions in daily operations.
- Conducted regular audits of IT assets to ensure compliance with company policies and industry standards.
- Managed critical incidents effectively while coordinating resources and communication to minimize business impact.
- Acted as a liaison between IT departments to facilitate smooth handoff of escalated issues, ensuring timely resolutions.
- Coordinated software deployments while minimizing disruption to end-users during the process.
- Improved IT service desk efficiency by implementing streamlined ticketing processes and knowledge base updates.
- Developed detailed documentation for IT service desk procedures, enabling faster onboarding of new team members.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
IT Helpdesk Technician
Atos Global IT Solutions And Services
Pasay
07.2023 - 04.2024
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Configured hardware, devices, and software to set up work stations for employees.
- Used ticketing systems to manage and process support actions and requests.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Streamlined help desk operations by implementing an effective ticket management system.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
Chat Technical Support
Tech Mahindra
Quezon City
10.2021 - 11.2022
- 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.
Technical Support Representative
Infocom Technologies
Makati City
09.2018 - 07.2022
- 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.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Used ticketing systems to manage and process support actions and requests.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Customer Service Representative
SPI Gloobal
Makati City
01.2016 - 02.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Computer Science
Mabini Colleges
Daet, Province Of Camarines Norte, Philippines 10.2015 - 10.2018
Skills
Remote support
Ticketing system
Wireless networking
VPN configuration
Incident management
Application support
Software support
Backup and recovery
Asset management
Security protocols
Active directory
Software installation
SLA response management
Ticket management
Desktop support
Service support
Issue escalation
Timeline
IT Service Desk Engineer
Insight
04.2024 - Current
IT Helpdesk Technician
Atos Global IT Solutions And Services
07.2023 - 04.2024
Chat Technical Support
Tech Mahindra
10.2021 - 11.2022
Technical Support Representative
Infocom Technologies
09.2018 - 07.2022
Customer Service Representative
SPI Gloobal
01.2016 - 02.2018
Bachelor of Science - Computer Science
Mabini Colleges
10.2015 - 10.2018
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