I've supported global end users at Cognizant Technology Solutions Philippines, TELUS International Philippines, and 24-7 Intouch Philippines across Microsoft 365, Active Directory, ServiceNow, virtual desktops, MFA, and endpoint devices.
I provide L2 technical support while monitoring ticket queues, distributing self-service tickets, tracking training completion, and helping teams maintain SLA compliance. I translate technical issues into clear, user-friendly solutions through phone, chat, email, and ServiceNow.
I developed an automated attendance tracker that streamlined reporting and reduced manual effort, along with an internal knowledge-base search tool that improved access to support documentation and troubleshooting efficiency.
I contribute to knowledge management by creating and maintaining support articles, collaborating with cross-functional teams, and supporting operational readiness through training and backlog monitoring.
