Excel
Vince Felipe Olivar
Data Analyst
Las Pinas
Summary
Resourceful IT Support professional transitioning into Data Analytics, bringing 5+ years of experience in incident analysis, trend reporting, root‑cause investigation, and process standardization. Strong foundation in data-driven troubleshooting, documentation, KPI monitoring, and system administration. Known for using analytical thinking to improve operations, streamline workflows, and support business decisions. Currently up skilling with analytics tools and eager to apply analytical capabilities in a full Data Analyst role.
Overview
6
6
years of professional experience
5
5
Certifications
Work History
Service Desk Analyst
DEEL PH
Makati
10.2025 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
Service Desk Engineer
Tata Consultancy Services
Taguig
04.2022 - 10.2025
- Enthusiastically responded to an average of 14 IT Support Incident daily, providing excellent user support and effectively resolving user issues in timely manner.
- Supported M365 application issues, printer, networking, Active Directory, Most Confidential Sharepoint, Conditional access, Mobile Devices (android and Ios), shared folder and Exchange Online.
- Promoted as Subject Matter Expert after my regularization. Supporting 16 Help Desk Analyst during shift. Handling Escalations, Major Incidents and Critical Infrastructure Activities.
- Promoted as Process owner / Trainer after a 1 year. Task to publish Knowledge article with in the scope of support. Training new joiners and providing refresher to Associates.
- Handled Microsoft Copilot integration project and successfully onboard 5000 plus user in the platform.
- Assigned to handle Laptop OS conversion for Manila Site. Reimaged a total of 172 Laptops into windows connect platform.
- TOOLS USED/PROFICIENT: Azure admin center, ITIL Servicenow, SIMAAS Utility Tool, ADUC, Exchange Admin center, RDP, MSRA, MS Project.
Service Desk Analyst
Collabera Technologies Private Limited Inc
Makati
10.2019 - 03.2022
- Delivered exceptional support to Company Users, Answering 40+ users through email and calls.
- Provided technical assistance related to basic system and computer functions. Addressed and resolved hardware and software issues in a timely manner.
- Provided high quality technical support regarding WAN and LAN issues.
- Performed Active Directory Task, Onboarding and Offboarding users in Companies Domain and Creating Dynamic and Static Distribution List.
Education
Bachelor of Science - Computer Engineering
Polytechnic University of The Philippines
Parañaque City01-2019
Skills
Technical support
Remote technical support
Escalation management
Incident management
Network troubleshooting
Software support
Service level agreements
Documentation
ITIL framework
Ticketing systems
Data visualization and presentations
SQL
Python programming
SQL databases
Tableau
Tableau software
MS Excel
Software
Power BI
SQL
Python
Tableau
Azure Admin Center
Active Directory
ServiceNow
SharePoint
Jupiter Notebook
Google Bigquery
VS Code
Exchange Admin Center
Certification
Programming Foundations: Secure Coding | 2025
Tata Consultancy Services
Timeline
Service Desk Analyst
DEEL PH
10.2025 - Current
Service Desk Engineer
Tata Consultancy Services
04.2022 - 10.2025
Service Desk Analyst
Collabera Technologies Private Limited Inc
10.2019 - 03.2022
Bachelor of Science - Computer Engineering
Polytechnic University of The Philippines