Edmar Go

I’m a customer-focused IT Helpdesk Specialist with 10+ years of experience providing technical support in enterprise and managed services environments. I support remote and global teams through email, chat, and remote access tools, always aiming for clear communication and fast, accurate resolution.

In my most recent role as a Senior IT Service Desk Analyst (L2/L3 Escalation), I troubleshoot and resolve issues across Microsoft 365, account access, MFA, VPN, Windows, and MacOS systems. I handle onboarding activities like account provisioning and system access configuration, and I follow up to ensure full resolution and high satisfaction.

Across my experience at CBRE and earlier at Wipro BPO and Seven Seven Global Services, I’ve delivered advanced first- and second-line support using ticketing systems such as Autotask and ServiceNow. I diagnose complex cases, escalate when necessary, and document recurring issues to keep the internal knowledge base current and actionable.

I’m also known for mentoring junior analysts and supporting new team members, bringing patience and structure to complex user concerns. I work independently in remote environments while maintaining high service standards, and I collaborate cross-team with operations and engineering to report malfunctions and recommend improvements.