Open to opportunities

Nj Santos

@njsantos

Message

IT service desk professional with 4+ years troubleshooting and user support experience.

Philippines

Message

What I'm looking for

I seek a collaborative support role where I can resolve user issues, grow in identity/access management, and advance technical skills.

I am an IT Service Desk professional with over four years of hands-on experience supporting end users across multiple industries and time zones. I have resolved diverse technical issues spanning account and access management, MFA and password resets, hardware configuration, and application troubleshooting.

My background includes roles at Valeo IT Services, Velp Staffing Solutions, Partner Hero Philippines, and Transnational E-Business Solutions, where I handled ticketing tools like Zendesk and JIRA, managed Active Directory and Microsoft O365 accounts, and collaborated with cross-functional teams to escalate and remediate recurring issues.

I bring a customer-focused mindset, strong troubleshooting skills, and experience coaching new staff. I seek to contribute technical knowledge while continuing to grow my skills in identity and access management, endpoint support, and service improvement.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Technician

Current

Velp Staffing Solutions

Oct 2020 - Present (5 years 3 months)

Provided user support via calls, email, and live chat, handling user creation, password resets, BitLocker recovery, and printer/connectivity troubleshooting to maintain SLA compliance.

Active Directory Bitlocker Printer Troubleshooting User Provisioning Customer Support

IT Service Desk Analyst

Valeo IT Services, Inc.

Jan 2024 - Sep 2024 (8 months)

Resolved technical issues across systems and applications, handled account onboarding/licensing, escalated repeated issues, and collaborated with supervisors to address customer inquiries.

Identity And Access Management Account Management Onboarding Cisco AnyConnect Zendesk Escalation Management

Mobility Service Desk Engineer

Valeo IT Services, Inc.

Feb 2022 - Jan 2024 (1 year 11 months)

Managed vehicle fleet databases, updated firmware/OBD packages, and provided email/phone support resolving GPS, alarm, and mileage/engine issues for technicians and customers.

Firmware OBD CSM Packages Zendesk Troubleshooting GPS Troubleshooting Customer Support

Customer Support Associate

Partner Hero Philippines Corporation

Jan 2022 - Feb 2022 (1 month)

Provided customer and seller support via phone and email, handled refunds and policy changes, consulted with external parties to resolve discrepancies, and delivered tailored assistance.

Customer Support Troubleshooting Communication

Service Desk Coordinator

Transnational E-Business Solutions Inc.

Sep 2019 - Sep 2020 (1 year)

Maintained SLA adherence by progressing and clearing faults, coached new help desk staff, and identified and troubleshot point-of-sale software and hardware issues.

Point of Sale Systems Troubleshooting SLA Management Coaching Help Desk

Education

Degrees, certifications, and relevant coursework

Technological University of the Philippines

Bachelor of Science, Computer Engineering Technology

2016 - 2019

Studied Computer Engineering Technology at the Technological University of the Philippines, gaining practical knowledge and troubleshooting skills related to IT service and end-user support.