Kenny Francis Fabila
IT Service Desk
Taguig City
Summary
A highly skilled and customer-focused IT Service Desk Analyst with 8 years of experience in providing technical support, troubleshooting hardware/software issues, and ensuring seamless IT operations. Adept at incident management, user support, and IT service management (ITSM) tools, ensuring timely resolution of IT-related problems while maintaining high customer satisfaction.
Proficient in Windows OS, Microsoft Office Suite, Active Directory, remote desktop support, networking fundamentals, and ticketing systems (ServiceNow, BMC Remedy, etc.). Experienced in handling L1 and L2 support, escalating complex issues when necessary, and collaborating with cross-functional teams for continuous IT improvement.
Holds a strong understanding of ITIL processes, change management, and service delivery best practices. Excellent problem-solving, communication, and multitasking skills, with the ability to work effectively in high-pressure environments and rotational shifts.
A proactive IT professional committed to ensuring business continuity through efficient IT support and delivering a seamless user experience. Seeking to leverage expertise in IT service management and technical support to contribute to an organization's success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
TATA Consultancy Services
10.2023 - Current
- Technical Support: Assist users with issues related to laptops, operating systems, Microsoft Office, and other applications.
- Incident Management: Log and track incidents and requests from identification through resolution stages, ensuring accurate and detailed documentation using IT Service Management (ITSM) tools.
- Communication: Effectively communicate with users to understand and resolve their issues, providing clear explanations of technical matters to non-technical customers.
- System Monitoring: Monitor the IT Service Desk mailbox and call queue, responding to queries promptly and efficiently.
- Remote Troubleshooting: Utilize remote access tools to diagnose and resolve first-line customer issues, reducing the need for on-site visits.
- User Account Management: Assist with administrative tasks such as creating new user accounts and managing access permissions.
- Technical Troubleshooting: Address technical issues related to printers, desktops, laptops, and peripherals, utilizing remote access tools to diagnose and resolve problems efficiently.
- Process Coordination: Coordinate with team members to ensure efficient handling of client inquiries and facilitate effective service delivery.
IT Service Desk Analyst
Connect OS
03.2020 - 10.2023
- Resolve basic to intermediate IT support requests from call or ticketing system
- (SNOW)
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
- Desktop support and deployment-BigFix OS Deployment, KACE system deployment
- Process email security related request using Symantec/Mimecast
- Configuring workstations Firewal, IP, DNS, and tools
- Onboarding users Active Directory, Exchange, office365, and Duo
- Database backup/restore -Commvault, sQL Server management Studio
- VolP phone system administration (Mitel)
- Coordinating with vendors for support on applications and hardware repair services
- Perform preventative maintenance on servers and workstations which includes antivirus, Windows updates, memory, and storage checks
- Assist team in projects that include network installs, wireless implementations, and new builds
- Cisco; Dell switches, setting up PoS
- Network monitoring with Solarwinds website
- Desktop Support for Windows 7/8.1/10
- Windows Server 2008 R2/2012 R2/2016 exposure
- Microsoft Exchange / Exchange Online exposure
- Office 365
- Basic understanding of VOIP systems such as 8x8/3CX/Mitel
- Printers (Setup & Configuration)
- Basic understanding of networks
- Flexibility: willingness to go above and beyond
- Organizational: time management, prioritize to meet deadlines
- Self-motivating: ability to work independently with minimal supervision
- Ability to work effectively in a team
- Perfectionist: attention to detail
- Terminal Services / Citrix Delivery services
Pre-sales Technical Engineer
Net Global Solutions Inc.
01.2019 - 03.2020
- Supports the sales process
- Serves as a technology adviser to both prospective customers and representatives of currently assigned client accounts
- Strong commitment to developing and maintaining long-term customer relationships
- Ability to understand customer requirements, determine the best solutions and effectively communicate the value proposition of those solutions are critical skills
- Specialized technology experience in network solutions, storage, servers and security
- Assigned to respond the customer requests for proposals, develop designs and bills of materials for cost-effective solutions
- Well-versed in the selling company's portfolio of products and services and keep up with new technologies entering the market
IT Specialist
Sutherland Global Services Inc.
01.2016 - 01.2019
- Company Overview: (Systemantech Inc)
- Provide Hardware and Software support on all work stations
- Provide Phone, Email and remote assistance to end-users
- Configure and Troubleshoot Avaya phones and SIP phones
- Handles Critical issues/outages
- Facilitate Seat Transfer and Seat allocation
- Joins troubleshooting calls with different Teams
- Ensure all IT related issue are attended and properly coordinated to the concern team
- Handles Incident and Problem Management, ensuring Incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the Incident and Root Cause Analysis
- Provides guidance and support to the Desktop Engineers and acts as next level escalation
- Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner
- This includes Relationship Management, Communications, Meetings, and floor Understanding of remote access toolswalks
- Working with them and prioritizing helpdesk ticket response and face to face follow-up with internal customers to drive Service Level Agreements
- Ensure that all systems requirement is met for Ramp Plans / new Program or Business Migrations in coordination with the Business Migration team / Global Transition team and Clients
- Works hand in hand with the SMEs for the required works that needs to be done on-site in accordance with the Scope of Work, client and program requests
- This includes deployment, transfers, etc
- Of equipment and the required infrastructure (Telephony, IP Network Equipment, Servers, etc.).Participates in emergency maintenance or Business Continuity/Disaster recovery as needed in the event of critical outages to ensure productivity impact is minimized; includes working onsite directly with the relevant teams (SMEs, Admin, Security, etc.)
- Coordinates with other Shift leads/Duty managers, SMEs, GSD, GTI colleagues, etc
- In day-to-day activities
- Maintain a proactive approach within the team, communicate well, ensure Standard Operating procedures (escalations, etc.) are followed, and contribute to the overall team Spirit
- Knowledge and experience are shared with colleagues
- Positive relationships are built and maintained with all parties
- Be proactive in identifying opportunities to improve customer service
- Communicate procedural changes/new initiatives are fully communicated to and implemented by the team and ensure its implementation
- Share knowledge and experience with colleagues, providing assistance on referred/technical issues
- Actively contribute to the team
- Create a co-operative pleasant yet hardworking atmosphere
- Assist colleagues to meet deadlines and standards
- (Systemantech Inc)
Sports Trader
Lucky 8 Technology Inc.
06.2015 - 01.2016
Education
Bachelor of Science - Computer Engineering
Emilio Aguinaldo College
B.S. - Electrical Engineering
Mapua Institute Technology
High school or equivalent - undefined
Guadalupe Catholic School
Elementary School - undefined
Pembo Elementary School
Skills
Network troubleshooting
System monitoring
Ticketing system proficiency
Data backup and recovery
Incident management
Application support
Security awareness
Software support
Escalation management
Hardware support
Service desk experience
Operating systems
Customer service
Software installation
Ticket management
Technical issues analysis
undefinedPersonal Information
- Age: 32
- Place of Birth: Metro Manila
- Date of Birth: 03/12/92
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
Seminar And Training
- AutoCAD: Overview and 2D Drafting, 02/14/14, EAC Manila
- Data Communication, 03/01/14, EAC Manila
- Principles of Communication and Basic Networking, 03/01/14, EAC Manila
- BOSH (Basic Occupational Safety and Health), 12/01/14 - 12/05/14, SOPI Training Center - Mandaluyong City
- Trend Micro
Certification
ANIMAL PRODUCTION (RUMINANTS) NC II
Timeline
ANIMAL PRODUCTION (RUMINANTS) NC II
01-2025
IT Service Desk Analyst
TATA Consultancy Services
10.2023 - Current
IT Service Desk Analyst
Connect OS
03.2020 - 10.2023
Pre-sales Technical Engineer
Net Global Solutions Inc.
01.2019 - 03.2020
IT Specialist
Sutherland Global Services Inc.
01.2016 - 01.2019
Sports Trader
Lucky 8 Technology Inc.
06.2015 - 01.2016
B.S. - Electrical Engineering
Mapua Institute Technology
High school or equivalent - undefined
Guadalupe Catholic School
Elementary School - undefined
Pembo Elementary School
Bachelor of Science - Computer Engineering
Emilio Aguinaldo College
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