Open to opportunities

Princess Ganal

@princessganal

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IT Helpdesk and Technical Support specialist delivering fast, customer-focused solutions.

Philippines

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What I'm looking for

I am looking for an IT helpdesk/technical support role providing remote troubleshooting, ServiceNow ticket management, POS and server support, with clear SLAs, customer-focused culture, and opportunities to improve processes.

I am an IT Helpdesk and Technical Support Specialist with over five years of experience providing remote technical assistance, managing ServiceNow tickets, and supporting POS and server environments. I consistently resolve issues quickly, achieving a 97% first-call resolution rate and reducing response times by 35% through efficient ticket handling.

My background includes hardware and software troubleshooting, LAN/WAN/VPN connectivity diagnostics, user account and access management, patching and backups, and incident management under SLA constraints. I have supported 100+ clients remotely and maintained high CSAT by communicating clearly with non-technical users.

I seek to apply my technical troubleshooting, ticketing, and customer-support expertise to deliver reliable, empathetic, and efficient IT support in fast-paced environments where continuous improvement and customer satisfaction are prioritized.

Experience

Work history, roles, and key accomplishments

IT Helpdesk Engineer

Atos

Jan 2024 - Jan 2026 (2 years)

Provided remote technical support to 100+ clients, creating and managing ServiceNow tickets and resolving hardware, POS, and server issues with a 97% first-call resolution rate and 35% reduced response times.

ServiceNow Remote Support Incident Management SLA Management

Technical Support Representative

iQor

Aug 2021 - Nov 2023 (2 years 3 months)

Handled remote technical customer support, order processing and ServiceNow ticketing, identified recurring issues to reduce repeat calls by 20% and maintained high CSAT and productivity targets.

Customer Support ServiceNow Order Entry Remote Support Incident Management Data Entry

Technical Support Specialist

Carelon

Nov 2020 - May 2021 (6 months)

Provided email and phone-based technical support, managed user accounts and appointments, and resolved network connectivity and server-related incidents while meeting SLA targets.

Technical Communication Servers SLA Management Administrative Support VPN TCP IP

Education

Degrees, certifications, and relevant coursework

Atos

IT Help Desk Engineer (Training/Position), IT Help Desk

2024 - 2026

Completed IT Help Desk Engineer role (remote) providing remote technical support, ServiceNow ticket management, and diagnostics for clients.

Cavite State University

Bachelor of Development Management (Training Program), Development Management

College graduate who completed a Bachelor of Development Management training program and supported hardware and POS systems while achieving high first-call resolution.