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Julius Raven Duqueza

@juliusravenduqueza

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Service Desk Analyst focused on resolving IT incidents, improving processes, and delivering top customer support.

Philippines

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What I'm looking for

I’m looking for a customer-focused service desk role where I can manage incidents in ServiceNow/BMC Helix, troubleshoot Windows and networking issues, and use reporting (Power BI/Excel/Azure) to improve processes and support users effectively.

I’m a service desk professional with 2 years of IT support experience, currently working as a Service Desk Analyst. I specialize in hardware and software troubleshooting, network configurations, and system administration, while ensuring quick, courteous resolution of user issues through chat and calls.

I manage help desk operations end-to-end: logging incidents and requests in ticketing systems, maintaining historical records and technical documentation, and coordinating with other IT teams for timely resolution. Alongside incident management, I use tools like Microsoft Excel, Power BI (beginner), Microsoft Azure, Power Automate, and PowerApps (beginner) to support reporting and process improvement through data analysis and visualization.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst

Current

HCL Technologies Philippines

May 2025 - Present (1 year 2 months)

Works as a Service Desk Analyst providing ongoing IT support, managing incident and request records in the service desk ticketing system, and assisting with troubleshooting and resolution workflows. Supports process improvement and reporting by preparing dashboards and summaries using Microsoft and analytics tools.

Incident Management Technical Support Troubleshooting Documentation Data Analysis Statistical Methods Data Mining Data Visualization Power Automate Office 365 Active Directory

Service Desk Engineer

Bladegrass Technologies Inc

Mar 2023 - Apr 2025 (2 years 1 month)

Provided technical support as a Service Desk Engineer, responding to user inquiries and troubleshooting Windows Server, hardware, software, and network issues through remote and on-site assistance. Logged and managed incidents/requests in a service desk ticketing system and collaborated with IT teams to resolve escalated issues.

Technical Support Help Desk Support Technical Troubleshooting Windows Server System Administration Remote Support Incident Management Ticketing Systems Documentation ServiceNow BMC Helix Active Directory

Education

Degrees, certifications, and relevant coursework

AMA Computer College

Bachelor of Science in Computer Engineering, Computer Engineering

2018 - 2022

Earned a Bachelor of Science in Computer Engineering, building a foundation in hardware and software troubleshooting, network configurations, and system administration.