Princess Shiela Marie Granada
IT Service Desk Analyst
Marikina City, Metro Manila
Summary
Experienced with providing comprehensive IT support to end-users. Utilizes adept troubleshooting skills to resolve technical issues promptly and efficiently. Strong understanding of customer service and effective communication, ensuring user satisfaction and operational continuity. Skilled in identifying and resolving complex technical problems. Seeking to transition into new field where these transferable skills can drive success and innovation.
Overview
11
11
years of professional experience
Work History
(SAP) IT Service Desk Analyst
Wipro Philippines
05.2023 - 09.2024
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Leveraged soft and technical skills to perform their duties in managing SAP technology for an organization.
- Create user guides, draft test scripts and implement change management.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Coordinates with the Quality Assurance Team on how we can improve our current KB and provided them the common things to know about our current scope of support.
L2 IT Service Desk Analyst
Concentrix
04.2022 - 04.2023
- Onboard and Off-Board users using Active Directory (On-prem, Hybrid and Extra ID) in Windows Server and Microsoft 365 Administration.
- Sharepoint, Onedrive, Exchange Administration.
- Troubleshoot and Assist Vendors in Windows Server issues.
- Set up laptop, desktop, and mobile devices.in Microsoft Intune.
- Full Device Management, Deployment, Retrieval, Enrollment and Retirement of devices.
- Monitor and Troubleshoot Devices for each clients using RMM (Atera)
- User Microsoft Azure, Intune and Endpoint to assist clients.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Helped to improve current Knowledge Based Articles.
- Trained new IT service desk by introducing the tools and allowing them to listen and view my screen while I was on a call.
- Evaluate Inbound Service request and Incidents to be routed to the resolver team.
- Coordinates with the Quality Assurance Team on how we can improve our current KB and provided them the common things to know about our current scope of support.
IT Service Desk Analyst
TATA Consultancy
09.2021 - 03.2022
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Performed installation, maintenance and support of system software and hardware.
- Delivered helpdesk service and support to customers.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Sharepoint, Onedrive, Exchange Administration.
- Troubleshoot and Assist Vendors in Windows Server issues.
- Onboard and Off-Board users using Active Directory (On-prem, Hybrid and Extra ID) in Windows Server and Microsoft 365 Administration.
- Sharepoint, Onedrive, Exchange Administration.
IT Service Desk Analyst
Cognizant
10.2020 - 09.2021
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed, configured and maintained computer systems and network connections.
IT Service Desk Analyst
DXC Technology
10.2017 - 12.2018
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Installed, configured and maintained computer systems and network connections.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
IT Service Desk Analyst
Atos Information Technology
08.2016 - 03.2017
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Onboard and Off-Board users using Active Directory (On-prem, Hybrid and Extra ID) in Windows Server and Microsoft 365 Administration.
- Sharepoint, Onedrive, Exchange Administration.
Customer Service Representative
Telus International
12.2015 - 03.2016
- 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.
Executive Assistant
IBM Philippines
03.2014 - 12.2015
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
Subject Teacher
Magis Academy
05.2013 - 03.2014
- Administered quizzes and tests to assess student understanding of material.
- Enhanced student comprehension by incorporating hands-on activities and group projects into lessons.
- Helped students develop self-esteem and life skills by fostering healthy conflict-resolution, critical thinking, and communication.
- Provided individualized support for struggling learners, implementing targeted interventions tailored to each student''s unique needs.
- Developed innovative classroom management strategies that maintained discipline while encouraging open communication between students and teachers.
Education
Bachelor of Secondary Education - English
National University
Manila, Metro Manila, Philippines 04.2001 -
Skills
Network and VPN troubleshooting
Remote Technical support
VOIP Setup and Troubleshooting
Office365
Active Directory
SAP Log On
Timeline
(SAP) IT Service Desk Analyst
Wipro Philippines
05.2023 - 09.2024
L2 IT Service Desk Analyst
Concentrix
04.2022 - 04.2023
IT Service Desk Analyst
TATA Consultancy
09.2021 - 03.2022
IT Service Desk Analyst
Cognizant
10.2020 - 09.2021
IT Service Desk Analyst
DXC Technology
10.2017 - 12.2018
IT Service Desk Analyst
Atos Information Technology
08.2016 - 03.2017
Customer Service Representative
Telus International
12.2015 - 03.2016
Executive Assistant
IBM Philippines
03.2014 - 12.2015
Subject Teacher
Magis Academy
05.2013 - 03.2014
Bachelor of Secondary Education - English
National University
04.2001 -
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