Rovelyn Reambonanza
@rovelynreambonanza
Knowledge Management analyst optimizing IT support through clear documentation.
PhilippinesWhat I'm looking for
I am a Knowledge Management Analyst with hands-on experience in IT service desk operations, technical documentation, and translating complex technical resolutions into clear, user-friendly knowledge articles. I have managed and maintained an organization-wide IT knowledge base, produced structured HTML-based articles aligned with KM standards, and collaborated with SMEs and global support teams to improve support efficiency and SLA performance.
Recognized repeatedly for KM impact and quality contributions, I have been awarded Top KM Analyst and Tech Spotlight honors. My background includes L1–L2 incident resolution in ServiceNow, identity and access management with Okta and Azure AD, and a foundation in analytical problem solving and instructional design from my prior teaching role.
Experience
Work history, roles, and key accomplishments
Manage and maintain the IT knowledge base, converting incident resolutions and SME inputs into standardized HTML knowledge articles, improving global support accessibility and KM impact recognized with multiple awards.
Resolved L1–L2 hardware, software, and access incidents via ServiceNow, prioritized and escalated per ITIL to meet SLAs, and contributed insights for knowledge documentation and root cause analysis.
Science Teacher
St. Scholastica’s Academy
Sep 2022 - Sep 2023 (1 year)
Designed and delivered data-driven science lessons, adapted instruction from assessments to improve student engagement and performance, and developed communication and documentation skills transferable to technical roles.
Education
Degrees, certifications, and relevant coursework
Cebu Normal University
Bachelor of Secondary Education, General Science
2018 - 2023
Grade: Cum Laude
Completed a Bachelor of Secondary Education in General Science with cum laude honors, focusing on science pedagogy and curriculum development.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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