Open to opportunities

Jan Marthy Victorino

@janmarthyvictorino

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Quality assurance and service desk specialist with IT and ticketing expertise.

Philippines

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What I'm looking for

I seek an IT operations or QA role where I can improve service quality, perform ticket audits, mentor teams, and work within a collaborative, process-driven environment that values clear reporting and continuous improvement.

I am a Quality Assurance and Service Desk professional with extensive experience in incident management, ticket auditing, and IT operations across MSP, network, and phone support. I have worked with ServiceNow, Active Directory, VPN solutions, and a range of enterprise applications supporting mortgage and corporate clients.

Throughout my career I have led FTP operations, served as team lead substitute, and performed weekly QA audits while dispatching and tracking tickets to engineers and NOC technicians. I routinely prepared reports for senior leadership and acted as a point of contact for day-to-day IT concerns, demonstrating strong operational ownership and cross-team coordination.

I bring hands-on troubleshooting experience with VPNs (Pulse Secure, DUO), cloud and virtualization platforms, Microsoft 0365/Exchange, endpoint security, and common business applications. I am committed to improving service quality through process adherence, clear documentation, and actionable QA findings.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Servpac

Mar 2025 - Sep 2025 (6 months)

Monitored and audited support tickets across Network, MSP, and Phone departments, dispatching to engineers and delivering weekly QA reports and findings directly to the CEO.

ServiceNow Incident Management NOC Coordination Reporting Escalation Management Quality Assurance

Quality Assurance Analyst

RoundPoint Mortgage Servicing LLC

Oct 2020 - Jan 2025 (4 years 3 months)

Oversaw FTP operations and QA for the service desk, ensured QA parameters were met, acted as team lead substitute and point of contact for IT incidents and requests.

FTP ServiceNow QA Incident Management Active Directory Team Leadership Reporting

Service Desk Analyst

RoundPoint Mortgage Servicing LLC

Aug 2017 - Sep 2020 (3 years 1 month)

Managed incoming tickets via phone, chat, and email using ServiceNow; supported Active Directory, VPN/Duo authentication, Office 365, and mortgage apps like Encompass and DocVelocity.

ServiceNow Active Directory Office 365 Encompass DocVelocity Five9 Ticketing

Service Desk Analyst

Air Liquide

Oct 2015 - Oct 2016 (1 year)

Handled IT support tickets, managed AD user accounts, troubleshot mail systems (Google Mail, Exchange), printers, VPN (Pulse Secure), and provided onsite technical assistance at the gas plant.

ServiceNow Active Directory Pulse Secure Email Troubleshooting

Senior Process Executive

Supervalu

Feb 2015 - Aug 2015 (6 months)

Responded to and prioritized technical requests, applied troubleshooting to hardware and software issues, and managed user access and support for POS, scanners, printers, CCTV, and store systems.

Technical Support Technical Troubleshooting Prioritization Incident Management

Tier 2 Technical Support

Comcast Cable

Jan 2014 - Jan 2015 (1 year)

Provided customer support for billing and service issues, troubleshot set-top boxes, DVRs, and routers, and processed account adjustments to resolve customer requests.

Customer Support DVR Account Management Technical Troubleshooting

Technical Support Specialist

Norton by Symantec

May 2012 - Dec 2013 (1 year 7 months)

Assisted customers with Windows PC antivirus compatibility and malware removal, logged cases in Salesforce, and applied remediation techniques for infections and security issues.

Malware Remediation Salesforce Antivirus Support Technical Troubleshooting Customer Support