At HGS Philippines, I produced weekly and monthly performance reports for two IT Helpdesk teams, using ServiceNow data and Microsoft Excel to monitor KPIs. I also monitored and triaged incoming tickets, assigning appropriate priority levels.
As an IT Helpdesk Analyst at HGS Philippines, I helped establish program KPIs and created a manual Excel productivity tracker for a team of nine agents. I analyzed support tickets in Salesforce and SAP to diagnose and resolve user issues.
At Concentrix Philippines, I supported the Work-from-Home transition by preparing and deploying computer equipment, and later helped prepare workstations and configure IP phones for employees returning onsite.
Across my support roles, I’ve guided users through troubleshooting, reviewed escalations, and documented or shared process updates. I enjoy solving technical problems and providing clear instructions that help users resolve them.
