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Jofry Sbtr

@jofrysbtr

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IT Service Desk Analyst delivering first-contact issue resolution and SLA compliance.

Philippines

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What I'm looking for

I’m looking for an IT support role where I can own first-contact resolution, ensure SLA compliance, and handle escalations effectively—while continuing to grow into higher-level support and leadership through strong team collaboration.

I serve as the first point of contact for all IT-related issues and service requests via phone, email, chat, or a ticketing system. I log, categorize, prioritize, and track incidents and requests in accordance with SLA guidelines, and I diagnose and resolve common hardware, software, network, and application issues at first contact when possible. When needed, I escalate complex or unresolved issues to the appropriate second- or third-level support teams, then follow up to ensure issues are resolved and user satisfaction is achieved.

In my current IT Service Desk Analyst role at Insight, I provide technical support for B2B employees across multiple accounts, including troubleshooting and resolving issues (escalate if necessary). I handle software installation, real-time reporting for P1/P2 tickets, account unlock and password reset, and support for company equipment like desktops, laptops, printers, and scanners, while also providing training to new hires. Previously, I worked as a Technical Helpdesk Analyst for Nityo Infotech and held customer service and technical support roles—including Team Leader / Technical Support Representative for the SONY account—strengthening my ability to communicate clearly, manage workload, and keep customers moving forward.

Experience

Work history, roles, and key accomplishments

IT Service Desk Analyst

Insight

Oct 2021 - Apr 2026 (4 years 6 months)

Served as first-line IT support for B2B employees across multiple accounts by troubleshooting and resolving hardware, software, network, and application issues. Logged and tracked incidents/requests per SLA, escalated complex cases, and provided account unlocks, password resets, and device support.

SLA Account Unlocks Password Resets

Technical Helpdesk Analyst

Nityo Infotech Service Phils. Inc.

Mar 2021 - Oct 2021 (7 months)

Provided technical support for B2B employees by unlocking accounts and performing password resets. Assisted with software installation for computers and supported resolution of user access and setup issues.

Password Resets Installation B2B Technical Support Troubleshooting

Non-Voice Customer Service Rep

AFNI Philippines

Jul 2018 - Jan 2021 (2 years 6 months)

Delivered real-time non-voice customer support via chat platforms with timely, professional responses. Handled inquiries related to products, services, accounts, billing, and technical concerns while managing multiple chat conversations simultaneously.

Chat Customer Service Billing Support Technical Troubleshooting Professional communication

Team Lead - Technical Support

Sykes Asia Inc

Apr 2014 - Jun 2018 (4 years 2 months)

Provided technical assistance to customers with issues related to SONY devices via phone and social media channels. Updated customers on new technologies and supported team performance through coaching, reporting, and coordinated effort.

Technical Support SONY Device Troubleshooting Phone Support Social Media Support Team Leadership Performance Monitoring Reporting

Customer Service Rep

Teleperformance

Oct 2013 - Mar 2014 (5 months)

Provided customer service for seniors by assisting with healthcare account needs. Supported balance inquiries, payments, enrollments, and plan coverage while maintaining a helpful customer experience.

Customer Service Balance Inquiry Payment Processing Enrollment Senior Support