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I am a Senior IT Service Desk Analyst with 8+ years of enterprise-level experience supporting global remote users in SLA-driven environments. I specialize in Active Directory and Azure AD management, Microsoft 365 and Exchange Online, VPN troubleshooting, and ServiceNow. I pride myself on independently managing tickets, clear communication in remote settings, and delivering high-quality support across multiple time zones. I enjoy mentoring new teammates, improving incident handling processes, and maintaining thorough documentation. I have completed Microsoft 365 Fundamentals (MS-900) and Azure AD training, and I continually update my knowledge in data privacy, networking fundamentals, and ITIL practices. I am based in Hagonoy, Bulacan, Philippines and am open to remote opportunities.…I am a Senior IT Service Desk Analyst with 8+ years of enterprise-level experience supporting global remote users in SLA-driven environments. I specialize in Active Directory and Azure AD management, Microsoft 365 and Exchange Online, VPN troubleshooting, and ServiceNow. I pride myself on independently managing tickets, clear communication in remote settings, and delivering high-quality support across multiple time zones. I enjoy mentoring new teammates, improving incident handling processes, and maintaining thorough documentation. I have completed Microsoft 365 Fundamentals (MS-900) and Azure AD training, and I continually update my knowledge in data privacy, networking fundamentals, and ITIL practices. I am based in Hagonoy, Bulacan, Philippines and am open to remote opportunities.

Felix Jennison

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I am a Senior IT Service Desk Analyst with 8+ years of enterprise-level experience supporting global remote users in SLA-driven environments. I specialize in Active Directory and Azure AD management, Microsoft 365 and Exchange Online, VPN troubleshooting, and ServiceNow. I pride myself on independently managing tickets, clear communication in remote settings, and delivering high-quality support across multiple time zones. I enjoy mentoring new teammates, improving incident handling processes, and maintaining thorough documentation. I have completed Microsoft 365 Fundamentals (MS-900) and Azure AD training, and I continually update my knowledge in data privacy, networking fundamentals, and ITIL practices. I am based in Hagonoy, Bulacan, Philippines and am open to remote opportunities.…I am a Senior IT Service Desk Analyst with 8+ years of enterprise-level experience supporting global remote users in SLA-driven environments. I specialize in Active Directory and Azure AD management, Microsoft 365 and Exchange Online, VPN troubleshooting, and ServiceNow. I pride myself on independently managing tickets, clear communication in remote settings, and delivering high-quality support across multiple time zones. I enjoy mentoring new teammates, improving incident handling processes, and maintaining thorough documentation. I have completed Microsoft 365 Fundamentals (MS-900) and Azure AD training, and I continually update my knowledge in data privacy, networking fundamentals, and ITIL practices. I am based in Hagonoy, Bulacan, Philippines and am open to remote opportunities.

Available to hire

I am a Senior IT Service Desk Analyst with 8+ years of enterprise-level experience supporting global remote users in SLA-driven environments. I specialize in Active Directory and Azure AD management, Microsoft 365 and Exchange Online, VPN troubleshooting, and ServiceNow. I pride myself on independently managing tickets, clear communication in remote settings, and delivering high-quality support across multiple time zones.

I enjoy mentoring new teammates, improving incident handling processes, and maintaining thorough documentation. I have completed Microsoft 365 Fundamentals (MS-900) and Azure AD training, and I continually update my knowledge in data privacy, networking fundamentals, and ITIL practices. I am based in Hagonoy, Bulacan, Philippines and am open to remote opportunities.

Skills

Active Directory

Azure

Experience Level

Active Directory

Expert

Azure

Expert

Language

English

Fluent

Work Experience

Service Desk Analyst at Quanta Services Philippines ROHQ

June 1, 2016 - July 1, 2018

Resolved 30–50 tickets daily with 98%+ SLA compliance in a fully remote support model. Supported global users across multiple time zones using ServiceNow and remote tools. Managed AD/Azure AD accounts, Microsoft 365 mailboxes, VPN and MFA issues. Acted as escalation point and maintained detailed documentation.

Service Desk Analyst at ROHQ IT - Service Desk

May 1, 2018 - September 1, 2025

Provided IT service desk support across multiple time zones, focusing on user account management (AD/Azure AD), Microsoft 365 mailboxes, VPN and MFA issues; maintained knowledge base and documentation; delivered remote support and incident resolution.

IT Service Desk Analyst at Quanta Services Philippines ROHQ

June 1, 2016 - July 1, 2018

Resolved 30–50 tickets daily in a fully remote support model, maintaining 98%+ SLA compliance. Supported global users across multiple time zones using ServiceNow and remote tooling. Managed Active Directory and Azure AD accounts, resolved Microsoft 365 mailbox issues, and troubleshooted VPN and MFA problems. Served as escalation point for complex incidents and maintained detailed documentation for follow-up. Contributed to process improvements and knowledge base updates to reduce repeat issues.

Senior IT Service Desk Analyst at Adventus IT Services

May 1, 2018 - September 1, 2025

Senior IT Service Desk Analyst providing Tier 1-2 support to global remote users across time zones in SLA-driven environments. Expert in Active Directory & Azure AD, Microsoft 365, Exchange Online, VPN troubleshooting, and ServiceNow. Demonstrated ability to manage tickets independently, communicate clearly in remote environments, and maintain high service quality. Contributed to onboarding and knowledge-base improvements, and mentored new staff.