RENZO USON SERRAON
Quezon City
Summary
Motivated and results-oriented IT Service Desk professional with 2 years of experience providing technical support, troubleshooting, and resolving issues for end-users. Proficient in diagnosing hardware and software problems, supporting IT infrastructure, and maintaining efficient service operations. Strong communication skills with a customer-focused approach, ensuring timely and effective problem resolution.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Technician
Tech Mahindra Eastwood Ave, Eastwood City
09.2022 - Current
- Provide first-level support for over 300 end-users, resolving technical issues related to software, hardware, and network connectivity.
- Manage and track incidents through the ServiceNow platform, ensuring timely resolution and proper escalation.
- Troubleshoot and resolve issues with Windows/Mac OS, Office 365, VPN, printers, and mobile devices.
- Assist with onboarding new employees by setting up hardware and configuring user accounts in Active Directory.
- Collaborate with IT support teams to implement and test new systems, improving overall service delivery.
- Maintain detailed documentation on ticket status and solutions for future reference and knowledge sharing.
- Conducted system checks and updates on workstations, software, and other IT resources.
- Supported the implementation of software patches and security updates to ensure systems were up-to-date and secure.
- Assisted senior technicians with hardware installations, system configurations, and network troubleshooting.
- Diagnosed hardware and software problems using troubleshooting tools and techniques to ensure operational continuity.
- Provided technical support to end-users, resolving issues efficiently and enhancing user satisfaction.
Education
Associate of Science - Information Technology
STI College Novaliches
08-2022
Skills
- Incident Management & Resolution
- Hardware & Software Troubleshooting
- Windows/Mac OS Support
- Active Directory & Network Support
- Service Desk Tools (eg, ServiceNow)
- Ticketing Systems Management
- Remote Desktop Support
- ITIL Framework
- Strong Communication & Problem-Solving Skills
- Ticketing system
- Software installation
- Network connectivity
Certification
- October 2022 – ITIL Certificate
Timeline
IT Service Desk Technician
Tech Mahindra Eastwood Ave, Eastwood City
09.2022 - Current
Associate of Science - Information Technology
STI College Novaliches
Disclaimer
I hereby certify that the above information is true upon the best of my knowledge
ADDITIONAL INFORMATION
- Excellent time management skills with the ability to prioritize tasks effectively
- Strong interpersonal skills, ensuring effective communication with both technical and non-technical users.
References
- Joana Marie, Gameng, LPT, 09454066345
- Jessa, Espina, Team Leader, 09293605112
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