Artman Alfonso

Log and triage tickets in a proprietary ticketing system and provide first-line resolution for client booking system issues while analyzing errors and applying knowledge-base procedures to restore service.

Created, monitored and processed level-1 tickets for shared services across multiple companies, performing triage, advanced troubleshooting, account provisioning/deprovisioning and ensuring SLA adherence.

Maintained client-specific software for a construction business, coordinated incident management to prevent aged tickets, and provided remote assistance for email, login and connection issues.

Managed user accounts for staff and clients and collaborated with team leadership to maintain and improve processes and best-practice procedures for frequent queries and ad hoc tasks.

Used client tools to create and resolve tickets for POS, printer and access issues, performed system checks and escalated incidents to second-level support as needed.

Provided end-user support via remote tools and tracked incidents accurately in ServiceNow, resolving support issues per standard procedures.

Delivered level-1 support by logging, monitoring and resolving tickets related to access requests, Outlook and VPN connectivity while ensuring timely follow-ups and escalations.

Completed a Bachelor of Science in Computer Science at New Era University with coursework in computing fundamentals and IT support.

Completed studies in Information and Communication Technology at the Polytechnic University of the Philippines.