Open to opportunities

ej confesor

@ejconfesor

Message

I keep SaaS platforms reliable by resolving escalated incidents, monitoring operations, and supporting global users.

Philippines

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What I'm looking for

I'm looking for a Senior Support, NOC, or Platform Operations role where I can apply troubleshooting, incident management, monitoring, and cross-functional escalation to improve uptime and service delivery.

I've supported SaaS platforms and enterprise users at ShipServ / Marcura, DXC Technology, and EMAPTA, resolving incidents and maintaining reliable service delivery across production environments.

At ShipServ / Marcura, I monitored platform availability, investigated service disruptions, managed incidents through SLA-driven ticketing workflows, and documented root-cause fixes to reduce repeat issues.

I provide L2 support across Windows, macOS, Linux, Microsoft 365, VDI, and cloud platforms including Citrix, Azure, and VMware. I've also produced operational reports and used SQL and Power BI to identify trends and improve processes.

I'm seeking a Senior Support, NOC, or Platform Operations role where I can bring disciplined troubleshooting, clear escalation, and dependable support for global users.

Experience

Work history, roles, and key accomplishments

L2 Service Desk / Platform Operations Support

ShipServ / Marcura

Nov 2024 - Jun 2026 (1 year 7 months)

Monitored platform performance and availability, provided Level 2 technical support, and managed incidents end-to-end. Generated operational reports and maintained documentation to improve efficiency.

Incident Management Platform Monitoring L2 Support Ticketing Systems Reporting Documentation Root Cause Analysis

Service Desk Analyst (MSP)

EMAPTA

Apr 2024 - Nov 2024 (7 months)

Fielded and prioritized end-user requests, delivered remote and onsite support, and managed user roles and permissions. Configured and troubleshot CRM platforms including Salesforce, HubSpot, Zoho, and Microsoft Dynamics.

IT Support Remote Support hardware troubleshooting CRM Administration Salesforce HubSpot Zoho Microsoft Dynamics Access Control

IT Service Desk Analyst

DXC Technology

Nov 2021 - Sep 2023 (1 year 10 months)

Managed service requests and incidents for a large-scale enterprise SaaS environment, troubleshooting across Windows, macOS, and Linux. Supported CRM platforms, Microsoft 365, and VDI infrastructure.