Summary
Overview
Work History
Education
Skills
Timeline
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JUSTINE DE GUZMAN

JUSTINE DE GUZMAN

IT Service Desk Engineer
Plaridel

Summary

Detail-oriented and proactive IT Analyst with over 5 years of experience in Managed Service Provider (MSP) environments, specializing in troubleshooting complex technical issues and managing multi-tenant infrastructures. Expertise in delivering client-focused support while implementing innovative solutions that streamline IT operations and enhance security measures. Demonstrated success in supporting business continuity across diverse industries, ensuring optimal performance and reliability of IT systems. Committed to leveraging technical skills and industry knowledge to drive efficiency and exceed client expectations.

Focused Therapeutic Recreation Director with a background coordinating and leading leisure activities that meet residents' needs and expectations. A highly collaborative individual with skills in scheduling, effective communication and creating volunteer programs. Offering a strong understanding of quality service and federal and state regulations.

Overview

5
5
years of professional experience

Work History

MSP IT Analyst

Technology Elite
Pampanga
01.2025 - 06.2025
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
  • Increased user satisfaction by providing comprehensive IT support and training.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
  • Improved user experience, monitoring feedback and making necessary adjustments to software applications.
  • Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
  • Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
  • Ensured compliance with regulatory requirements, conducting periodic IT audits.
  • Enhanced system reliability by conducting regular software updates and hardware maintenance.
  • Optimized network performance, conducting thorough assessments and adjustments.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Offered input for complex documents to support client-ready final versions.
  • Bolstered data integrity and access control by developing and enforcing strict IT policies.

IT Service Desk

Carelon Global Solution
Ortigas
04.2023 - 12.2024
  • Performed more than 20 evaluations to assess service members and assist with promotion plans.
  • Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
  • Developed detailed documentation for IT service desk procedures, enabling faster onboarding of new team members.
  • Improved IT service desk efficiency by implementing streamlined ticketing processes and knowledge base updates.
  • Contributed significantly to the implementation of a new IT service desk platform that improved efficiency and reporting capabilities.
  • Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Provided exceptional customer service at the information desk, addressing visitor inquiries promptly and accurately.

Service Desk Analyst

Wipro Inc
Quezon
06.2022 - 02.2023
  • Testing and Analyzing IT System and software performance
  • Resolving incoming client and personnel IT queries remotely, email and phone
  • Prioritizing and resolving IT concerns and escalating serious issues to relevant groups
  • Documenting Processes and maintaining service desk records
  • Making recommendation to optimize IT performance and prevent future problems
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

Desktop Support Technician

Bill Gosling Outsourcing
Taguig
09.2020 - 12.2022
  • Monitor and respond quickly to incoming request relate to IT issues
  • Maintain computer system and act as support if any system goes down
  • Responsible for PC's, Printer, Server and related equipment(monitor, keyboard, mouse, hard drive, etc).
  • Maintain user PC's, including upgrades and configuration as needed.
  • Assist with onboarding of new users.
  • Keep inventory of all equipment, software, and license users.
  • Install, configure, and upgrade PC Software.
  • Active Directory Administrator Control
  • Handles Ticketing System(Zoho)
  • Handles IMSVA(InterScan Messaging Security Virtual Appliance)
  • Remoting System Units using(MSRA, MSTSC, TeamViewer)
  • Enhanced helpdesk ticketing system, resulting in 80% reduction in support call turnaround time.

Education

ICT - Information Technology

ATEC Technological College
Guiguinto, Bulacan
01.2014

Skills

Operating Systems: Windows Server (2012–2022)

Timeline

MSP IT Analyst

Technology Elite
01.2025 - 06.2025

IT Service Desk

Carelon Global Solution
04.2023 - 12.2024

Service Desk Analyst

Wipro Inc
06.2022 - 02.2023

Desktop Support Technician

Bill Gosling Outsourcing
09.2020 - 12.2022

ICT - Information Technology

ATEC Technological College

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JUSTINE DE GUZMANIT Service Desk Engineer