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Chell Ann

@chellann

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IT Service Desk Analyst at Cardno now Stantec who resolved L1/L2 incidents with 95–100% SLA compliance.

Philippines

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At Cardno now Stantec, I resolved high-volume L1/L2 incidents through ServiceNow, phone, chat, and email, consistently achieving 95–100% SLA compliance. I also administered Active Directory access and credentials for enterprise applications including Oracle, JD Edwards E1, and Deltek.

I created knowledge base documentation and analyzed recurring incident trends to support process improvements. Earlier, as an IT Onsite Support Engineer at Microbase Inc., I provided desktop support and managed device deployments and IT assets.

Experience

Work history, roles, and key accomplishments

IT Service Desk Analyst

Cardno now Stantec

Apr 2020 - Nov 2025 (5 years 7 months)

Provided technical support, resolved incidents and service requests within SLA, managed Active Directory and enterprise system password resets, maintained ITSM documentation, escalated issues when needed, and collaborated with teams to improve support processes and customer satisfaction.

ServiceNow Active Directory SCCM Oracle JD Edwards EnterpriseOne (E1)Deltek ITIL SLA Knowledge Base Incident Management

IT Onsite Support Engineer

Microbase Inc.

Feb 2019 - Mar 2020 (1 year 1 month)

Provided L1 IT and desktop support to ensure secure access, system reliability, and minimal downtime for internal users and external clients.

Active Directory Desktop Support Hardware Software Networking Antivirus IT Asset Management

IT Staff / Technical Support

Atlantic Gulf and Pacific Inc.

Jul 2015 - Oct 2015 (3 months)

Assisted in IT support operations by managing IT assets, configuring software and hardware, and supporting network setup to gain hands-on experience and ensure smooth departmental IT operations.

IT Asset Management LAN WAN Cabling Hardware installation Software Configuration Troubleshooting