JOJayson Ong
@jaysonong
Dynamic System Admin with extensive IT Service Desk experience.
PhilippinesWhat I'm looking for
I am a dynamic System Administrator with extensive experience in IT Service Desk roles, having worked with reputable companies such as Tata Consultancy and Carelon Global Solutions. My proficiency in incident management ensures that I consistently exceed key performance indicators while adhering to Service Level Agreements (SLAs). I have been recognized as a top agent and have received multiple incentives for my outstanding performance.
My technical support skills are comprehensive, and I am eager to leverage them to enhance service delivery and customer satisfaction in a Service Desk role. I have a strong foundation in troubleshooting various systems and applications, and I am committed to providing exceptional service to clients. My educational background in Electronics and Communication Engineering further complements my technical expertise, allowing me to approach challenges with a well-rounded perspective.
Experience
Work history, roles, and key accomplishments
System Admin (IT Service Desk)
Tata Consultancy
Aug 2024 - Feb 2025 (6 months)
Functioned as the primary Service Desk/System Admin for the North American Migration Team (Active Directory Domain Consolidation Team). Attempted to resolve issues at the first point of contact by utilizing Knowledge-Based Articles (KBAs) and logged all incidents through ServiceNow for effective incident management.
HelpDesk I
Carelon Global Solutions
Sep 2023 - May 2024 (8 months)
Exceeded expectations resulting in the first salary increase and maintained an impeccable attendance record with no absences. Received customer calls and emails to clarify requirements and logged all incidents and Service Requests in the ITSM tool.
Production Specialist (IT ServiceDesk)
Wipro
Nov 2021 - Aug 2023 (1 year 9 months)
Pioneered Batch 1 for the project, establishing foundational practices. Ranked as a top 2 agent in February 2022, demonstrating exceptional performance and received incentives for outstanding contributions.
IT Service Desk
PeoplePlusTech
Apr 2021 - Nov 2021 (7 months)
Provided IT Service Desk support, assisting users with various technical issues. Focused on resolving problems efficiently to ensure smooth operations.
TSR II(Fault Manager)
Transcom
Jun 2017 - Feb 2020 (2 years 8 months)
Served as the escalation layer for technical issues, managing complaint tickets to ensure swift resolution. Troubleshot internet connectivity issues and provided effective solutions to customers.
Technical Support Representative
Telus
Nov 2014 - Dec 2016 (2 years 1 month)
Provisioned Diatone, high-speed ADSL, and TTV services for Telus customers. Performed basic installation, uninstallation, and feature modifications for phone lines.
Education
Degrees, certifications, and relevant coursework
MTMAPUA INSTITUTE OF TECHNOLOGY
B.S., Electronics and Communication Engineering, Electronics and Communication Engineering
2003 - 2008
Studied Electronics and Communication Engineering. Completed coursework and projects related to the field.
Philippine Cultural High School(annex)
High School Diploma, General Studies
Completed secondary education at Philippine Cultural High School (annex). Gained foundational knowledge across various subjects.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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