Jeffrey Liwanan
@jeffreyliwanan
IT service desk professional specializing in ServiceNow, Active Directory, and Microsoft 365 support.
PhilippinesWhat I'm looking for
I’m an IT Support professional with hands-on experience in ServiceNow, Active Directory, and Microsoft 365 troubleshooting.
In my IT Service Desk/Help Desk role at Infosys BPM LTD., I manage and resolve user tickets, including incident logging, tracking, and escalation—staying focused on reliable, user-friendly outcomes.
Previously, as a Technical Support Associate at Ibex Global, I supported end users through L1 troubleshooting for Microsoft 365 tools like Outlook, Teams, and OneDrive.
I also handle Active Directory user account management, password resets, and access control, and provide basic network & hardware support for VPN connectivity, printers, and internet issues—always with the goal of improving user satisfaction.
Experience
Work history, roles, and key accomplishments
IT Service Desk Specialist
Infosys BPM Ltd.
Aug 2022 - Present (3 years 9 months)
Managed and resolved end-user tickets in ServiceNow by logging, tracking, and escalating incidents. Supported user account management and L1 troubleshooting for Microsoft 365 applications.
Technical Support Associate
Ibex Global
Nov 2019 - Aug 2022 (2 years 9 months)
Provided L1 technical support for end users, troubleshooting Microsoft 365 (Outlook, Teams, OneDrive) and common connectivity and hardware issues. Assisted with basic network support, including VPN connectivity, printers, and internet-related problems.
Education
Degrees, certifications, and relevant coursework
Capitol University
Bachelor of Science, Marine Transportation
Completed academic requirements for a Bachelor of Science in Marine Transportation at Capitol University in March 2015.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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