Experienced Service Desk Specialist | Technical VA

I have over 5 years of experience providing L1/L2 Tech support. I was a Technical Support Representative with Harte Hanks Philippines for 2 years, 2 years as Service Desk Dispatcher for Stefanini Philippines, and 2 years Concierge/Dispatcher Team Lead & Service Desk Dispatcher (L2) for Tech Guru IT.

I have over four years of experience delivering L1 and L2 technical and help desk support, resolving a wide range of hardware, software, and network issues across various platforms. I consistently improved service efficiency by streamlining ticket triage processes, mentoring team members, and maintaining high first-call resolution and SLA compliance rates. My ability to troubleshoot effectively, coordinate cross-functional teams, and implement ITIL-aligned practices has led to measurable gains in customer satisfaction and operational performance.

I have over four years of experience providing L1/L2 technical troubleshooting across hardware, software, and network issues, resolving a wide range of technical problems remotely and on-site. In my leadership role as a Team Lead at Tech Guru IT, I mentored and guided a team, improving first-call resolution rates by 20% and streamlining service desk processes, which significantly boosted operational efficiency. Additionally, I played a key role in delivering consistent L2 support, conducting root cause analysis, and ensuring a high level of customer satisfaction and SLA compliance.

I have used Microsoft Dynamics 365 as a Level 2 support professional and team lead for ticketing or customer service management, managing cases, customer interactions, or ticket tracking, and for customer interaction and documentation.

I have used Active Directory for 4+ years while providing L1 and Level 2 support for user account management, permissions and access control, group policy troubleshooting, to resolve basic account unlocks/resets and for user lookup/escalation prep

I haved Salesforce for enterprise-grade management tools for ticketing and support, handling a high volume of client interactions and coordinated tasks, possibly using a CRM platform, and for documenting interactions and following up with customers.

As a team lead and Level 2 support, I have used Podio to manage tasks, workflows, or team communications for project management or tracking support requests, managing service tickets and client coordination, and for documenting customer interactions, case management, or internal communication.