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Hannah lazaro

@hannahlazaro

Experienced IT service desk specialist with strong technical support skills.

Philippines
Message

What I'm looking for

I seek a collaborative, service-oriented IT role where I can manage incidents, improve support workflows, and grow in IT operations or incident management.

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

SS

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.

Education

Degrees, certifications, and relevant coursework

CC

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.

Tech stack

Software and tools used professionally

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