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Nathan James Manalili

@nathanjamesmanalili

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IT Tech Support Intern at J&T Express who resolved 150+ daily tickets and improved first-call resolution to 92%.

Philippines

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At J&T Express, I resolved hardware, software, network, and Microsoft 365 incidents across 150+ daily tickets, achieving a 92% first-call resolution rate. I also reduced mean time to resolve from 4.5 hours to 2.1 hours.

I diagnosed DNS, DHCP, VPN, and Wi-Fi issues and addressed recurring root causes, helping achieve 98% SLA compliance. I streamlined Windows endpoint and application troubleshooting, reducing repeat escalations by 25%.

At Suyen Corporation, I managed receiving, stocking, and replenishment for 500+ SKUs. I audited stock records and organized merchandise to improve inventory accuracy and item accessibility.

Experience

Work history, roles, and key accomplishments

Stock Clerk

Suyen Corporation

Dec 2024 - Jun 2026 (1 year 6 months)

Managed receiving, stocking, and replenishment of 500+ SKUs, maintaining inventory accuracy and ensuring consistent product availability. Audited and reconciled inventory records through regular stock checks and physical counts, improving stock accuracy by 95%.

Inventory Management Stock Auditing Stockroom Organization Attention To Detail

IT Tech Support Intern

J&T Express

Feb 2024 - May 2024 (3 months)

Resolved hardware, software, network, and Microsoft 365 incidents across 150+ daily tickets, achieving a 92% first-call resolution rate and reducing mean time to resolve (MTTR) from 4.5 hours to 2.1 hours. Diagnosed and remediated DNS, DHCP, VPN, and Wi-Fi connectivity issues, reducing incident lifecycles by 35% and achieving 98% SLA compliance.