Open to opportunities

Christine May Garde

@christinemaygarde

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Detail-oriented IT service desk analyst transitioning into Incident and Problem Management.

Philippines

Message

What I'm looking for

I am seeking a role in Incident, Problem, or Change Management where I can apply operational experience, improve processes, and collaborate cross-functionally to reduce incidents and improve service quality.

I am a detail-oriented IT service desk professional with two years' hands-on experience managing incidents, supporting problem resolution, and maintaining high service quality. I currently perform in an acting role for Incident and Problem Management and have formal exposure to Change Management and ITSM processes.

In my service desk role I consistently resolved 30–40 user tickets daily, achieved a 95% first-call resolution rate, trained multiple new hires, and reduced average resolution time by 20% through improved documentation and processes.

I collaborate across teams to escalate and coordinate on critical incidents, lead post-incident review activities, initiate incident calls and CAB interactions, and maintain stakeholder communications during critical events. I also manage user accounts and permissions in Active Directory and support Windows, Office 365, VPN, and other enterprise tools.

I seek to formally transition into an Incident, Problem, or Change Management position where I can apply my operational experience, analytical mindset, and continuous-improvement focus to reduce disruption and improve IT service outcomes.

Experience

Work history, roles, and key accomplishments

IT Service Desk Analyst

DFI Retail Group

Nov 2023 - Jun 2025 (1 year 7 months)

Resolved 30–40 user tickets daily with a 95% first-call resolution rate, reduced average resolution time by 20%, trained 3 new team members, and coordinated incident and change communications for critical events.

ServiceNow Zendesk Incident Management Active Directory VPN Ticketing Change Management

Computer Engineer Intern

Salinas Corporation

Jun 2022 - Aug 2022 (2 months)

Built an employee database in Excel, participated in virtual meetings and system familiarization, and supported data gathering and market comparison tasks during a summer internship.

Excel Data Entry Meetings Market Research Documentation

IT Intern

PLDT

Jan 2018 - Mar 2018 (2 months)

Observed IT workflows, attended meetings, assisted with tool familiarization and supervised code-writing tasks to support team deliverables during the internship.

Tool Familiarization Meetings Documentation Collaboration

Education

Degrees, certifications, and relevant coursework

Bulacan State University (training/short course)

Professional Certifications, IT Service Management / Professional Development

2024 - 2025

Activities and societies: ITIL Training (Oct 2024), Yellow Belt Six Sigma (Jun 2024), Huawei Cloud Computing (Apr 2022), The Art of GenAI Prompt Engineering (Apr–May 2025).

Completed multiple professional trainings and certifications including ITIL Training, Yellow Belt Six Sigma, and cloud/AI related courses to enhance IT service management and technical skills.

Bulacan State University

Bachelor of Science, Computer Engineering

2018 - 2023

Activities and societies: Internships at Salinas Corporation and PLDT; created employee database, attended virtual meetings, and familiarized with computer parts and market data gathering.

Completed a Bachelor of Science in Computer Engineering with coursework and internships focused on hardware familiarization, market data comparison, and practical engineering tasks.