JSJohn Vincent Santiago
@johnvincentsantiago
Global IT Service Desk professional with extensive technical support experience.
PhilippinesWhat I'm looking for
I am a dedicated Global IT Service Desk professional with a strong background in providing IT services and support. My experience includes managing multiple tasks to enhance management productivity and prevent service disruptions. I excel in troubleshooting technical scenarios across various platforms, including Windows operating systems and Microsoft applications.
Currently, I serve as a Subject Matter Expert at Infosys BPM Limited, where I manage service desk queues, respond to critical concerns, and ensure effective documentation of incidents. My previous role as a Technical Support Representative honed my skills in addressing technical inquiries and implementing management changes efficiently. I am committed to delivering exceptional service and support to enhance user experience.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert
Infosys BPM Limited
Jan 2023 - Present (2 years 6 months)
As a Subject Matter Expert, I manage the service desk queue, dispatch tickets, and respond to urgent P1 and P2 concerns. I handle incident documentation, employee onboarding and offboarding inquiries, and backfill team leaders during their absence. My role requires in-depth troubleshooting and administration experience on various Microsoft platforms.
Technical Support Representative
Infosys BPM Limited
Jan 2019 - Jan 2023 (4 years)
In my role as a Technical Support Representative, I respond to inquiries via telephone, email, chat, and ticketing tools regarding Windows technical and non-technical issues. I document all issues accurately and escalate unresolved issues to Level 2 IT groups, ensuring continuous updates on management changes and processes.
Data Operations Analyst
Yngen Datacom Corp
Jan 2017 - Nov 2018 (1 year 10 months)
As a Data Operations Analyst, I processed various types of invoices, ensuring accurate alignment to the cloud system. I met daily quotas and maintained high accuracy in data entry and analysis, contributing to efficient operations.
Education
Degrees, certifications, and relevant coursework
Lyceum of Alabang
Bachelor of Science, Computer Science
2012 - 2016
Bachelor of Science in Computer Science, focusing on various aspects of computer science including programming, systems analysis, and software development.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
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