SEBASTIAN G. GUARNES
IT Service Desk/IT Helpdesk/IT Support/ Technical Support Representative
Quezon City, Metro Manila
Summary
Dedicated professional with extensive experience in diagnosing and resolving technical issues to ensure seamless system functionality. Strong communication skills facilitate effective user assistance and foster positive relationships, contributing to enhanced system reliability. Proficient in help desk software and remote support tools, driving efficiency and elevating user satisfaction. Committed to leveraging technical expertise to deliver exceptional support and solutions in fast-paced environments.
Overview
5
5
years of professional experience
8
8
Certifications
Work History
Senior Analyst - Incident Management
HCL Technologies - BGC
03.2024 - 12.2025
- Led incident response initiatives, ensuring timely resolution of critical system outages and minimizing disruption.
- Supported warehouse control system, overseeing operation of 50+ cloud servers for performance reliability.
- Examined recurring issues through problem management tickets, identifying root causes for resolutions.
- Collaborated with cross-functional teams and stakeholders to expedite service restoration.
- Facilitated post-incident reviews, focusing on root cause analysis to drive continuous improvements.
Engineer - Technical Support
Movate - BGC
07.2023 - 03.2024
- Provides expert support in troubleshooting and maintaining database systems, ensuring performance, availability, and security. Collaborates with teams to resolve issues and optimize database operations.
- Provided technical assistance to clients, resolving complex issues and enhancing user experience.
- Utilized diagnostic tools to troubleshoot system errors, resulting in reduced downtime and improved functionality.
- Created and maintained comprehensive documentation for technical procedures, facilitating knowledge sharing among team members.
IT Service Desk
Foundever
06.2022 - 07.2023
- Provides frontline technical support, troubleshooting hardware, software, and network issues. Ensures prompt resolution, user satisfaction, and escalation of complex problems to appropriate teams.
- Provided technical support for hardware and software issues, ensuring timely issue resolution.
- Managed IT service requests, prioritizing and categorizing tasks to optimize workflow efficiency.
- Documented troubleshooting processes and solutions, enhancing knowledge base for future reference.
Customer Service Representative
Teleperformance
05.2021 - 06.2022
- Handles customer inquiries, resolves issues, and provides product or service information to ensure a positive customer experience. Assists with troubleshooting and escalates complex problems when necessary.
- Provided exceptional customer support by resolving inquiries promptly, enhancing customer retention.
- Assisted in training new representatives, promoting best practices and improving team efficiency.
Education
Technical Vocational Livelihood Program - Hospitality Management
Jocson College
Angeles City, Province Of Pampanga, Philippines01-2019
Skills
Incident management
Application support
Problem resolution
Service restoration
Technical documentation
ITIL framework
Root cause analysis
Post-incident reviews
Certification
ITIL V4
Timeline
Senior Analyst - Incident Management
HCL Technologies - BGC
03.2024 - 12.2025
Engineer - Technical Support
Movate - BGC
07.2023 - 03.2024
IT Service Desk
Foundever
06.2022 - 07.2023
Customer Service Representative
Teleperformance
05.2021 - 06.2022
Technical Vocational Livelihood Program - Hospitality Management
Jocson College