Hannah lazaro
@hannahlazaro
Experienced IT service desk specialist with strong technical support skills.
What I'm looking for
I am an IT service desk professional with progressive experience supporting users, managing incidents, and ensuring continuity of service in 24/7 operations.
Over the past several years I have worked as a Service Desk Senior Officer and Service Desk agent, handling incident tracking in JIRA, coordinating stakeholders, escalating to internal and third-party teams, and participating in bridge calls for high-priority issues.
I have hands-on experience performing initial checks on player transactions, replicating user issues across devices (including mobile and desktop) and using VPNs, and preparing accurate reports for management. I hold ITIL 4 certification and a Bachelor of Science in Information Technology.
I am organized, adaptable, customer-focused, and able to work independently or as part of a team to resolve technical problems and improve support processes.
Experience
Work history, roles, and key accomplishments
Service Desk Senior Officer
Nxtgen PH Inc.
Sep 2022 - Jul 2025 (2 years 10 months)
Tracked and resolved incidents and change requests via JIRA, coordinated stakeholders and third-party escalations, and reduced business impact by managing high-priority bridge calls and reporting; performed transaction monitoring and device/platform testing for player issues.
Service Desk Officer
Shang Software Solutions
Jun 2017 - Sep 2022 (5 years 3 months)
Served as primary support contact for tiers and business units in a 24/7 environment, handled onboarding/offboarding and credential management, and logged and escalated incidents and service requests via JIRA.
Intern
Fortune Life Insurance Co., Inc.
May 2016 - Jul 2016 (2 months)
Supported transition to paperless operations by encoding client data, handling document scanning and transmittals, and assisting clerical tasks for the actuarial team.
Education
Degrees, certifications, and relevant coursework
Cavite State University – Imus Campus
Bachelor of Science in Information Technology, Information Technology
2013 - 2017
Completed a Bachelor of Science in Information Technology at Cavite State University – Imus Campus from June 2013 to May 2017.
Availability
Location
Authorized to work in
Job categories
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