Ros Ann Lacno

I’m a Systems Executive specializing in IT support through ITIL-aligned service desk operations. I handle incidents, problems, and requests across phone, chat, and email, while staying focused on urgency, impact, and SLA adherence.

In my current role with Cognizant Technology Solutions Philippines, Inc., I support global teams using Windows and Microsoft 365, and I keep service records organized in ServiceNow and Jira for smooth tracking and handovers. I also guide non-technical users by simplifying technical steps, which helps reduce repeated issues.

I’ve supported time-bound device projects, including an iPad Refresh for North America Field Sales and Field Sales Support for laptop and iPad orders for new hires. I also supported PSC and ITCI onboarding by helping new hires set up laptops and virtual desktops.

Before this, I worked as a Service Desk Analyst at ATOS Philippines, Inc., responding to IT requests, updating ticket status in help desk systems, and supporting onboarding by setting up workstations, email accounts, and access. I continue strengthening my approach through certifications like ITIL 4 and ServiceNow ITSM processes.