Looking for a job

Eva Gutierrez

@evagutierrez

Message

Reliable IT Service Desk Analyst with expertise in technical support.

Philippines

Message

What I'm looking for

I am looking for a role in a forward-thinking IT or data-driven organization that values operational excellence and user satisfaction.

As a dedicated IT Service Desk Analyst with over five years of experience, I pride myself on being reliable and tech-savvy. My journey in the IT field has equipped me with a robust skill set in technical support, ticketing systems, and data analysis. I have a proven track record of resolving complex issues and managing incidents effectively using platforms like ServiceNow and BMC Remedy. My commitment to operational excellence and user satisfaction drives me to deliver high-quality support in enterprise environments.

During my tenure at WIPRO, I provided L1 technical support, troubleshooting a variety of issues related to access management, password resets, and software/hardware errors. I maintained a 99% ticket closure rate while adhering to SLA requirements, showcasing my ability to manage high-volume tasks efficiently. Additionally, my experience at Accenture as a Data Analyst allowed me to hone my skills in data validation and reporting automation, where I created automated Excel reports and dashboards that significantly improved workflow processes.

Experience

Work history, roles, and key accomplishments

IT Service Desk Analyst

Wipro

Dec 2021 - Jul 2025 (3 years 7 months)

Delivered L1 technical support for daily tickets via email, phone, and chat. Troubleshot issues related to access management, password resets, VPN, virtual desktops, and software/hardware errors. Logged and escalated incidents using ServiceNow and BMC Helix ITSM, following ITIL practices.

ServiceNow BMC Helix ITSM Active Directory VPN Technical Support ITIL Ticketing Systems Remote Assistance Troubleshooting Documentation

Data Analyst

Accenture

Sep 2018 - Dec 2021 (3 years 3 months)

Performed large-scale data validation, transformation, and quality control for client databases. Created automated Excel reports and dashboards using PivotTables and formulas. Maintained data integrity while managing high-volume entry and cleanup tasks.

Data Validation Data Quality Microsoft Excel Data Entry Process Improvement

Admin Office Staff

Piñera & Associates Law Office

Jun 2017 - Apr 2018 (10 months)

Handled office operations including record keeping, email communication, scheduling, and document filing. Provided administrative support across departments, ensuring smooth business processes. Assisted with basic data entry and internal reporting.

Record keeping Email Communication Scheduling Administrative Support Data Entry Time Management

Education

Degrees, certifications, and relevant coursework

Polytechnic University of the Philippines - Pulilan

Bachelors of Science in Entrepreneurship, Entrepreneurship

2014 - 2018

Studied entrepreneurship principles and business management at Polytechnic University of the Philippines - Pulilan. Gained foundational knowledge in business operations, strategic planning, and market analysis.