Trece Kent Corleto
Pateros
Summary
To be able to contribute to the company’s pursuit of continuous improvement by sharing work experience, knowledge, skills, and abilities as an IT Analyst.
Service Desk Analyst with almost 8 years of inside and field experience analyzing and solving challenging IT issues. Relentless troubleshooting with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person with innate ability to thrive under pressure and empathize with and support stressed-out clients.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Robert Walters
03.2025 - Current
- Managing, prioritizing, and documenting incoming questions and service desk tickets
- Resolving technical issues quickly and efficiently
- Installing and configuring software and meeting end-user needs
- Escalating any serious problems to relevant departments and teams
- Ensuring optimal network performance
- Performing system updates, tests, and maintenance to avoid service interruptions
- Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
- Managed Active Directory services including user account creation, group policy implementation, and access management to maintain secure environments while providing necessary resources for users
- Optimized resource allocation by closely collaborating with IT administrators to determine access needs and requirements
- Management of MDM platform (Microsoft Intune)
- Provide administration and technical support for mobile devices and troubleshoot complex technical issues.
Service Desk Analyst
Opentext Philippines
09.2023 - 12.2024
- Managing, prioritizing, and documenting incoming questions and service desk tickets
- Resolving technical issues quickly and efficiently
- Installing and configuring software and meeting end-user needs
- Escalating any serious problems to relevant departments and teams
- Ensuring optimal network performance
- Performing system updates, tests, and maintenance to avoid service interruptions
- Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
- Producing user manuals and guidance for end-users
- Diagnosed and resolved computer hardware issues, ensuring optimal system performance
- Managed Active Directory services including user account creation, group policy implementation, and access management to maintain secure environments while providing necessary resources for users
- Supported company growth by assisting in the onboarding process for new employees, including provisioning accounts, setting up workstations, and providing initial training on company systems
- Optimized resource allocation by closely collaborating with IT administrators to determine access needs and requirements
- Management of MDM platform (Microsoft Intune)
- Provide administration and technical support for mobile devices and troubleshoot complex technical issues.
Service Desk Analyst
Telus International
08.2021 - 09.2023
- Delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk
- Promptly allocates calls as appropriate
- Logs incidents and service request and maintains relevant records
- Generate provision of requirements for users in the self-service intranet, update requirements, and look up the position of requests
- Records incidents cataloging them by symptom and resolution
- Analyzes and resolves all application software or hardware incidents and requests from end-users
Service Desk
Sitel Philippines
01.2018 - 08.2021
- Receives and handles requests for service, following agreed procedures
- (Voice or Chat)
- Promptly allocates calls as appropriate
- Logs incidents and service request and maintains relevant records
- Identifies and classifies incident types and service interruptions
Technical Support (Laplink)
Sitel Philippines
01.2018 - 12.2018
- Remove virus and malwares
- Diagnosing and repairing faults
- Resolving network issues
- Installing and configuring hardware and software
Technical Support (Toshiba)
Sitel Philippines
05.2016 - 01.2018
- Diagnosing and repairing faults
- Resolving network issues
- Installing and configuring hardware and software
Education
Bachelor of Science - Information Technology
Pamantasan Lungsod Ng Pasig
Pasig City01.2016
Skills
- Microsoft Office 365 Suite
- Microsoft Exchange Admin
- Microsoft 365 Admin
- ServiceNow
- Active Directory
- Citrix
- VPN
- Technical Support
- Powershell
- Remote Desktop
- Azure AD
- Intune
- Hardware Support
- ITSM
- MDM
- SCCM
- Azure AD
- JIRA
Languages
Filipino
English
Certification
SDI - Service Desk and Support Analyst
Timeline
Service Desk Analyst
Robert Walters
03.2025 - Current
Service Desk Analyst
Opentext Philippines
09.2023 - 12.2024
Service Desk Analyst
Telus International
08.2021 - 09.2023
Service Desk
Sitel Philippines
01.2018 - 08.2021
Technical Support (Laplink)
Sitel Philippines
01.2018 - 12.2018
Technical Support (Toshiba)
Sitel Philippines
05.2016 - 01.2018
Bachelor of Science - Information Technology
Pamantasan Lungsod Ng Pasig
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