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Pancratius Emmanuel Atanacio

@pankyatanacio

Service Desk Analyst/NOC Analyst supporting a London-based enterprise client, isolating international network faults and managing incident resolution.

Philippines

Message

What I'm looking for

I'm transitioning to the Australian market to provide dedicated, real-time daylight support for AEST/AWST operations.

As a freelance Service Desk Analyst / NOC Analyst for a London-Based Enterprise Client, I handle shift operations for an international infrastructure. I isolate circuit troubles and network fault alerts, monitor live service status, and investigate root-cause events.

I manage ticket resolution through HubSpot, documenting diagnostics and following vendor loops through remediation. My work includes monitoring service trends and responding to alarms.

At SimCorp Philippines Inc., I partnered with senior enterprise consultants to resolve application and infrastructure discrepancies for international clients. I also managed Identity & Access Management workflows and role-based permissions.

Earlier, I supported TPG Telecom’s corporate VoIP products at Orchid Cybertech Service Inc., troubleshooting SIP signaling, call routing, and voice quality issues. At Trend Micro, I supported Smart Protection Network users and investigated cloud security threats and vulnerabilities.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst / NOC Analyst

Current

London-Based Enterprise Client

Oct 2024 - Present (1 year 11 months)

Owns shift operations for complex international infrastructure, acting as primary point of isolation and remediation for circuit troubles and network fault alerts. Minimizes downtime by monitoring live service statuses and investigating root-cause events.

HubSpot Incident Management Network Monitoring Fault Isolation SLA Compliance

Service Delivery Associate

SimCorp Philippines Inc.

Jan 2023 - Oct 2024 (1 year 9 months)

Partnered with senior enterprise consultants to diagnose and resolve technical application and infrastructure discrepancies for international clients. Managed end-to-end IAM workflows and administered role-based access controls.

IAM Role Based Access Control ServiceNow Jira ITIL

Corporate Helpdesk Engineer

Orchid Cybertech Service Inc.

Mar 2021 - Jul 2022 (1 year 4 months)

Monitored and optimized live network metrics for corporate accounts tied to TPG Telecom, ensuring rapid first-contact resolution for high-priority infrastructure events. Delivered end-to-end technical support for TPG's corporate VoIP product portfolio.

VoIP SIP Network Monitoring Troubleshooting Escalation Management

IT Service Desk – Senior Process Executive

Infosys BPM

Aug 2020 - Mar 2021 (7 months)

Delivered tier-1 multi-channel infrastructure support resolving user hardware, software, and routing issues. Diagnosed installation and configuration anomalies, reducing resolution timeframes via script deployment and knowledge-base application.

IT Support Troubleshooting Deployment Scripting Knowledge Base Customer Service

Computer Maintenance Technologist II

Social Security System

Mar 2018 - Jun 2020 (2 years 3 months)

Managed first-level incident responses across a high-volume government enterprise infrastructure, proactively identifying patterns to accelerate ticket lifecycles. Maintained tracking metrics and generated status logs for tier-2/3 escalations.

Incident Management Ticketing Documentation Escalation Management IT Helpdesk

Cloud Security Engineer

Trend Micro

Feb 2016 - Apr 2017 (1 year 2 months)

Delivered comprehensive technical support for home office users utilizing Trend Micro's Smart Protection Network cloud security infrastructure. Investigated and mitigated cyber threats, cloud infrastructure anomalies, and system vulnerabilities.

Cloud Security Threat Mitigation Smart Protection Network Incident Response Ticketing