LJLuis Janolan
@luisjanolan
IT service desk specialist focused on process analysis, automation, and knowledge management.
PhilippinesWhat I'm looking for
I am an analytical IT service desk specialist with strong expertise in process and system analysis, knowledge management, and technical support. I have delivered real-time IT solutions, managed knowledge bases, and coordinated major incident responses while maintaining continuity of senior technical process responsibilities.
I have built automation projects using Google Apps Script, HTML, and Betty Blocks, produced reports for business reviews, and collaborated with cross-functional teams to improve workflows and system efficiency. My hands-on experience includes Active Directory, Microsoft Azure, Intune, Citrix, Zscaler, Amazon Connect, Microsoft 365, Exchange, ServiceNow, ZenDesk, CRM, and Google Apps.
Experience
Work history, roles, and key accomplishments
Reviewed IT tickets and coordinated with Level 2 and Major Incident Management teams for high-priority incidents, serving as IT consultant and knowledge manager to maintain continuity of senior technical process functions.
Reviewed and managed knowledge base articles, supported transition-to-operations and handovers, generated business review reports, and performed process and systems analysis to improve support delivery.
Acted as first point of contact for triaging IT issues, delivering real-time resolutions via email/phone/ticket and supporting environments using Active Directory, Azure, Intune, Citrix, Zscaler, Amazon Connect and Microsoft 365.
TAFocused on automation for multiple lines of business by reviewing idea submissions, analyzing feasibility, and creating automation projects using Google Apps Script, HTML and Betty Blocks.
TAProvided real-time chat and email support, documenting interactions and resolutions in ticketing systems while using ZenDesk, CRM and Google Apps to ensure timely end-user assistance.
Education
Degrees, certifications, and relevant coursework
Cavite State University - Silang Campus
Bachelor of Science, Computer Science
Completed a Bachelor of Science in Computer Science with coursework relevant to system and process analysis.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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