Maria Fatima Dadivas

IT Service Dispatcher at KINETIC INNOVATIVE STAFFING SERVICES LLC

Served as the principal liaison for Link High Technologies' customers, resolving service problems, requests, and issues professionally. Maintained favorable customer relationships, ensuring requirements were met and expectations exceeded. Managed the availability of service professionals, tools, and equipment; received, evaluated, and prioritized service events; allocated resources and onsite teams; used ConnectWise Manage to assess ticket type and complexity; assigned technicians based on competencies and customer familiarity; collaborated with multiple departments to provide access to essential resources.

PARTNER SUPPORT ENGINEER (S 3/L2) at PAX8 PHILIPPINES INC.

Internal Platform/Marketplace Support: received technical inquiries via phone, email, online, and chat for platform operation, orders, billing, migrations, and channel modifications. Maintained documentation, performed quick follow-ups, fixed platform functionality, orders, and third-party vendor integrations to minimize MSP downtime. Assisted partners with onboarding and migrations. External Vendor Support: liaised with marketplace partners and vendors (e.g., Microsoft, CrowdStrike, SentinelOne, Bitdefender, Bit Titan) to troubleshoot, escalate, and resolve issues related to vendor-specific integrations; coordinated with internal teams and suppliers; conducted knowledge triage and article updates; built partner relationships and provided professional resolution.

PARTNER SUPPORT ENGINEER (S2/L2) at PAX8 PHILIPPINES INC.

External Vendor Support: assisted marketplace companies with troubleshooting, escalations, and vendor-specific technical support; collaborated with internal teams and external suppliers to resolve issues, upgrade products, and address platform integration concerns. Knowledge Management: triaged support cases, escalated as needed, authored and updated knowledge articles for self-service; identified recurring issues and coordinated with Product/Engineering for long-term solutions. Partner Communication: served as principal partner contact, delivering clear, professional, and empathetic problem resolution; nurtured partner relationships for long-term success.

MANAGED SERVICE PROVIDER at ITEK Solutions Inc. / KINETIC INNOVATIVE STAFFING SERVICES LLC

Used remote monitoring and management to detect, diagnose, and address issues proactively; followed standard Service Desk processes, documented and resolved tickets, tracked billable and non-billable work; provided sales information when needed; maintained strong client contact and collaboration with the technology group.

KNOWLEDGE MANAGER at SHERWIN WILLIAMS COMPANY / TATA CONSULTANCY SERVICES

Created and published Knowledge Base (KB) articles in ServiceNow using defined templates; managed article lifecycle including ownership, categorization, publication date, and validity. Distributed weekly KB updates to the Technical Helpdesk; coordinated with clients to review and approve articles; drafted and reviewed KB documentation; supported 24/7 on-call for specific functions; participated in Change Advisory Board (CAB) meetings to align service desk with upcoming changes.

IT SERVICE DESK ANALYST LEVEL 3 at DEXCOM PHILIPPINES INC.

Escalation point for incoming incidents, problems, or requests; ensured high-quality solutions and proper access provisioning; drafted, reviewed, and improved documentation and Knowledge Base articles; supported desktop configuration and troubleshooting.

IT SERVICE DESK/ SME at SAFEWAY PHILTECH INC.

Provided end-user support for pricing updates, batch processing, and mainframe/UNIX-based tasks; assisted with host/job control, batch processing, and batch job management; executed scale, PLUM, and master load processes; managed host batch transmissions and ISL load; performed server maintenance tasks and maintained data integrity; supported production environments and coordinated with onshore stores.

IT SERVICE DESK ANALYST LEVEL 3 at SAFEWAY PHILTECH INC.

Provided first-level and escalated IT support; resolved hardware/software issues across end-user devices; maintained user accounts and data security; offered remote assistance via Zoom/MS Teams, phone, and chat; documented system failures and changes; assisted with desktop deployment and hardware/software upgrades; contributed to process improvements and service desk collaboration.

TECH SUPPORT / IT SERVICE DESK at SUTHERLAND GLOBAL SERVICES

Provided technical support and troubleshooting for end-users; escalated and resolved incidents; communicated with customers; maintained service levels; supported multiple channels; contributed to issue resolution and customer satisfaction.

TECHNICAL SUPPORT REPRESENTATIVE at ACCENTURE PHILIPPINES INCORPORATED

Installed, maintained, and troubleshooted computer hardware and software; interfaced with external vendors for procurement and repair; recommended hardware and software upgrades; followed help desk processes; provided client support via email, phone, and other channels; ensured OS and application operations aligned with service offerings.

Partner Support Engineer (S3/L2) at PAX8 PHILIPPINES INC.

Provided internal platform/marketplace support via phone, email, online, and chat; documented partner issues, followed up; fixed platform functionality, orders, and third‑party vendor integrations; onboarded and migrated partners; consulted with Microsoft, CrowdStrike, SentinelOne, Bitdefender, and other vendors for troubleshooting and escalation; conducted knowledge management, triaged issues, and authored knowledge articles; maintained partner relationships and clear communication.

Managed Service Provider at ITEK Solutions Inc.

Used remote monitoring and management to detect and address potential issues; followed standard Service Desk processes; recorded billable and non-billable work; provided sales information; maintained client relations; protected client data with Barracuda solutions; liaised with teams to resolve issues.

Knowledge Manager at Tata Consultancy Services on behalf of Sherwin Williams Company

Created and maintained knowledge base articles in ServiceNow; supervised article lifecycle, publication dates, and ownership; collaborated with clients for review; escalated issues for knowledge creation and first-call resolution; participated in CAB meetings and provided 24/7 on‑call support for specified functions.