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Glessie Agpasa

@glessieagpasa

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IT Service Desk Analyst supporting healthcare users with Epic EHR and identity access requests.

Philippines

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At Visaya Knowledge Process Outsourcing Corp., I provided Level 1 support to healthcare end users on the Infinite Computer Solutions campaign supporting Fairview Health Services. I troubleshot Epic EHR and handled identity requests through SailPoint and DRA.

At Nityo Infotech Services Philippines Inc., I handled 50–70 daily tickets through ServiceNow and resolved issues involving Microsoft 365, VPN, and Active Directory. I achieved 95%+ SLA compliance and managed user onboarding and offboarding.

At NTT DATA, Inc. Philippines, I provided Level 1–2 support and managed user accounts and permissions through Active Directory and Azure AD. I also maintained documentation and knowledge base articles and tracked IT assets.

Earlier, I handled customer inquiries at INFOCOM Technologies Inc. and supported office documentation and inventory tracking at Secret2Success. I hold a Bachelor of Science in Information Technology from National College of Science and Technology.

Experience

Work history, roles, and key accomplishments

Technical Service Desk Support – L1

Visaya Knowledge Process Outsourcing Corp.

Jun 2026 - Sep 2026 (3 months)

Provided Level 1 technical support to healthcare end users via phone, email, and remote sessions using LogMeIn. Supported and troubleshot the Epic EHR system, managed user access through SailPoint and DRA, and escalated complex incidents to L2 teams.

LogMeIn Epic EHR Sailpoint DRA Service Desk Incident Management Escalation Management SLA Compliance

IT Service Desk Analyst

Nityo Infotech Services Philippines Inc.

Oct 2024 - Jan 2026 (1 year 3 months)

Handled 50–70 tickets daily via ServiceNow, resolving technical issues related to Microsoft 365, VPN, login access, and Active Directory. Achieved 95%+ SLA compliance and managed user onboarding and offboarding.

ServiceNow Microsoft 365 VPN Active Directory Azure AD SLA Compliance User Onboarding Offboarding Password Resets

IT Service Desk Administrator

NTT DATA, Inc. Philippines

Feb 2022 - Oct 2024 (2 years 8 months)

Provided Level 1–2 IT support for enterprise users, managing user accounts and access control via Active Directory and Azure AD. Improved ticket resolution through documentation and coordinated escalations to ensure SLA compliance.

Active Directory Azure AD IT Support Documentation Knowledge Base SLA Compliance Asset Management

Customer Service Representative

INFOCOM Technologies Inc.

Mar 2019 - Oct 2020 (1 year 7 months)

Handled customer inquiries via phone and email with proper documentation. Developed strong communication and problem-solving skills in a fast-paced environment.

Customer Service Communication Skills Problem Solving Documentation

Office Staff

Secret2Success

Dec 2016 - Oct 2017 (10 months)

Assisted with administrative documentation, scheduling, and inventory tracking. Managed incoming communications and maintained organized office records for daily operations.

Administrative Support Documentation Scheduling inventory tracking Communication Skills