Gladies Mae Montecillo

I am an IT Service Desk Analyst with two years of experience in monitoring and facilitating incident and service requests within the medical and IT fields. My role involves ensuring that all requests receive a first response before being reassigned to the appropriate support teams. I excel in tracking the response and resolution status of cases and escalating issues when necessary, ensuring a high level of service delivery.

During my tenure at Medilink Inc., I served as the first point of contact for customers seeking assistance, providing high-quality technical support to both clients and internal colleagues. I effectively triaged and prioritized incidents, offering initial diagnosis and troubleshooting guidance to users. My experience also includes monitoring ticket queues and following up with users to ensure timely resolution of issues.

Additionally, I have worked as a Software Engineering Associate at Accenture, where I assisted onsite technicians with troubleshooting. My educational background includes a Bachelor of Science in Information Technology from the Polytechnic University of the Philippines, where I developed a solid foundation in various technical skills.