Ruth Onding
Senior IT Analyst
City of Manila
Summary
Detail-oriented IT professional with extensive experience in technical support and process improvement. Known for effective problem-solving skills and a commitment to enhancing team performance and operational workflows.
Overview
11
11
years of professional experience
Work History
Senior IT Analyst
Arcadis Consulting Middle East Limited
Makati City, Metro Manila, Philippines
11.2021 - Current
- Coordinates efficient management of queue for ticket assignment and dispatch.
- Facilitates resolution of email escalations and VIP tickets efficiently.
- Managed voicemail inquiries within management queue when required.
- Managed resolution of major incidents for priority 1 tickets efficiently.
- Facilitated team huddles enhancing engagement and coordination.
- Mentored analysts facing challenges with performance metrics to enhance development.
- Engaged in collaborative swarming sessions for end-user services team
- Implemented training sessions for new hires to foster operational excellence.
IT Service Desk Analyst
Arcadis Consulting Middle East Limited
Makati City, Metro Manila, Philippines
03.2019 - 12.2021
- Resolved technical issues for end-users, ensuring minimal disruption to operations.
- Provided exceptional customer support through effective troubleshooting and problem resolution techniques.
- Documented and maintained detailed records of incidents and service requests in ticketing system.
- Collaborated with cross-functional teams to identify and implement process improvements.
- Diagnosed and resolved incidents efficiently, enhancing first-contact resolution rates.
Global Service Desk Analyst/Specialist Consultant
White & Case GOC Manila
Makati City, Metro Manila, Philippines
07.2016 - 07.2018
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Diagnosed and resolved system incidents through ticketing system, improving service response times.
- Collaborated with cross-functional teams to enhance IT processes and streamline service delivery.
- Developed knowledge base articles to improve user self-service capabilities and reduce support requests.
IT Specialist
Stefanini Philippines, Inc.
Makati City, Metro Manila, Philippines
07.2015 - 07.2016
- Resolved first-level technical issues, enhancing user satisfaction through prompt support.
- Assisted users with Windows 7, Microsoft Office, hardware troubleshooting, and printer repairs.
- Offered remote support for end-users’ computer issues as needed.
- Managed account creation and email distribution, ensuring seamless onboarding for new users.
- Provided remote support for end-users’ computer issues.
- Routed tickets to relevant support teams, facilitating timely resolutions for escalated issues.
Education
Bachelor of Science - Clinical Psychology
Polytechnic University of The Philippines (PUP)
Santa Mesa, Metro Manila, Philippines 04.2001 -
Skills
ITIL framework
Customer support
IT service management
Effective communication
Decision-making
Troubleshooting
Timeline
Senior IT Analyst
Arcadis Consulting Middle East Limited
11.2021 - Current
IT Service Desk Analyst
Arcadis Consulting Middle East Limited
03.2019 - 12.2021
Global Service Desk Analyst/Specialist Consultant
White & Case GOC Manila
07.2016 - 07.2018
IT Specialist
Stefanini Philippines, Inc.
07.2015 - 07.2016
Bachelor of Science - Clinical Psychology
Polytechnic University of The Philippines (PUP)
04.2001 -