Open to opportunities

Harold Amunategui

@haroldamunategui

Message

I deliver L2 service desk support, resolving enterprise user issues and improving IT service operations.

Philippines

Message

At Unisys, I provide L2 service desk support for global enterprise users, managing call, chat, and SLA queues while resolving complex technical issues. I create ServiceNow dashboards and reports to track ticket trends, queue activity, and KPI/SLA performance.

I troubleshoot access and endpoint issues across Windows, macOS, iOS, and Android, including Okta Verify authentication incidents. I also coach L1 associates, triage escalations, and identify opportunities to improve ticket handling and resolution quality.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst L2

Current

Unisys

Jan 2026 - Present (8 months)

Monitor and manage Service Desk call, chat, and SLA queues to ensure timely response and adherence to service-level targets. Create and maintain ServiceNow dashboards and reports to monitor performance and SLA/KPI metrics.

ServiceNow Incident Management SLA Monitoring Ticket Triage Escalation Management Okta Verify MFA Active Directory Remote Support Dashboarding Reporting

Service Desk Associate

Unisys

Mar 2025 - Dec 2025 (9 months)

Provided high-volume Tier 1 technical support through phone and chat for a global enterprise user base, troubleshooting hardware, software, access, and end-user computing issues. Managed incidents and service requests through ServiceNow, maintaining accurate ticket documentation.

ServiceNow Incident Management Active Directory BeyondTrust Remote Support Windows 10 11 MacOS iOS Android Microsoft 365 Google Workspace SLA KPIs

Training Associate

Kollab

Nov 2024 - Feb 2025 (3 months)

Developed and delivered customized training programs across multiple solution categories, including Google Workspace, to facilitate digital transformation for enterprise clients. Conducted Training Needs Analysis and designed instructional materials to address skill gaps.

Training Google Workspace Training Needs Analysis Instructional Design