Kevin Dwight Y. Lim
Caloocan City
Summary
Experienced Helpdesk Technician with over 13 years in IT support across APAC, EMEA, and North America. Specializes in incident, problem, and escalation management, with strong skills in ServiceNow ticketing and queue administration. Improved resolution times through adherence to SLAs and effective knowledge base governance. Mentored new hires and coordinated field service work orders to enhance service reliability and optimize workflows.
Overview
12
12
years of professional experience
Work History
Senior Helpdesk Technician
Stefanini Group
Metro Manila
12.2024 - 03.2026
- Delivers end-user support via phone, email, and web portals for global enterprise clients.
- Managed high-priority P1/P2 incidents, ensuring timely resolution or efficient escalation to L2/L3 teams.
- Provided escalation support for complex technical issues that required advanced troubleshooting.
- Manages ServiceNow ticket queues, monitoring ticket age and prioritizing based on SLA impact.
- Contributes to system configuration to maintain optimal service performance.
- Contributed to Knowledge Base quality improvement initiatives, enhancing resource accuracy and usability for end users.
- Mentored new hires during onboarding and production phases, facilitating smoother transitions and knowledge transfer.
Helpdesk Technician II
Stefanini Group
Metro Manila
05.2024 - 12.2024
- Partnered with team members to troubleshoot and resolve system issues, enhancing overall operational efficiency.
- Assisted customers in resolving online troubleshooting accounts.
- Performed troubleshooting and repairs of equipment according to manufacturer specifications, ensuring optimal functionality.
- Performed scheduled preventive maintenance to maintain optimal equipment functionality.
- Documented service reports for tracking repairs and maintenance activities.
- Adhered to safety practices to prevent injury and property damage.
Field Service Dispatcher I
Stefanini Group
Metro Manila
08.2022 - 05.2024
- Provided field technicians and incident management teams with accurate project details to support timely decision-making.
- Coordinated communication between incident management team and onsite technicians to ensure smooth project execution.
- Managed incoming communications to develop work orders that improved service delivery efficiency.
- Regularly updated stakeholders on job order statuses to ensure transparency.
Helpdesk Technician I
Stefanini Group
Metro Manila
03.2021 - 08.2022
- Served as primary point of contact for account-wide incidents and user support requests, ensuring timely resolution.
- Troubleshot issues with email, learning systems, training tools, and class platforms.
- Maintained strict adherence to service level agreements and key performance indicators.
- Created and escalated tickets to subject matter experts, facilitating prompt resolution of potential outages.
- Escalated complex issues to level 2 and level 3 support teams including tech bar and senior analysts.
- Collaborated with knowledge specialists to update and decommission knowledge base articles, enhancing resource availability for users.
L1 Customer Support
Convergys Inc.
07.2016 - 12.2016
- Assisted customers by addressing requests and answering inquiries to resolve issues and increase satisfaction.
- Executed daily duties with accuracy and efficiency to support team operations.
- Collaborated with diverse coworkers to achieve goals and resolve product-related issues.
- Proposed innovative ideas to improve team performance and drive positive outcomes.
L1 Customer Support
West Contact Services
11.2013 - 11.2014
- Resolved customer issues with knowledgeable, friendly service, contributing to high satisfaction levels.
- Identified customer needs promptly to improve service delivery.
- Assisted with inquiries and requests, contributing to overall customer satisfaction.
- Engaged customers in meaningful conversations to strengthen relationships.
- Collaborated with cross-functional teams to achieve organizational goals.
Education
Associate of Science - Bachelor of Science in Information Technology
Chiang Kai Shek College
Manila, Philippines11-2018
Skills
- Incident management
- Ticketing and escalation management
- ServiceNow expertise
- Queue and SLA adherence
- User support
- Remote support coordination
- Active Directory administration
- Okta identity management
- Microsoft 365 proficiency
- Exchange management
- KPI tracking
- Knowledge base development
- Quality improvement initiatives
- Department communication
- CRM support
- User onboarding
- Remote support solutions
- TeamViewer and Quick Assist expertise
- Customer and stakeholder engagement
- Technical troubleshooting
- Root cause analysis techniques
- Documentation accuracy
- Time management strategies
Websites
Timeline
Senior Helpdesk Technician
Stefanini Group
12.2024 - 03.2026
Helpdesk Technician II
Stefanini Group
05.2024 - 12.2024
Field Service Dispatcher I
Stefanini Group
08.2022 - 05.2024
Helpdesk Technician I
Stefanini Group
03.2021 - 08.2022
L1 Customer Support
Convergys Inc.
07.2016 - 12.2016
L1 Customer Support
West Contact Services
11.2013 - 11.2014
Associate of Science - Bachelor of Science in Information Technology
Chiang Kai Shek College