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Jayson Baldoza
Looking for a jobSenior IT Service Desk Analyst
Senior IT Service Desk Analyst at Telus International managing ServiceNow incidents and global identity and communications platforms.
PhilippinesSenior IT Service Desk Analyst at Telus International
Experience
Senior IT Service Desk Analyst
Lead ServiceNow ticket triage and manage P1/P2 incidents for global enterprise clients. Administer Okta, Genesys Cloud, and Microsoft Intune, and serve as primary escalation point for high-severity incidents.
ServiceNowIncident ManagementOktaSSOMFAGenesys CloudMicrosoft IntuneJamfOffice 365ZoomSalesforceSmartsheetMiroLucidchartZscalerMalwarebytesRoot Cause Analysisteam trainingKnowledge Base Creation
IT Service Desk Analyst
Resolved hardware, software, and network issues for Windows, MacOS, and mobile devices. Managed user accounts on Windows Server 2012 and handled Office 365 administration.
WindowsMacOSMobile DevicesWindows Server 2012Office 365ServiceNowSLA ComplianceVPNUser Account Management
Technical Support Representative
Resolved customer connectivity issues through remote troubleshooting and hardware rebooting. Applied de-escalation techniques to manage challenging customer interactions.
Remote troubleshootingCustomer ServiceDe escalationCommunication Skills
News Admin Project Staff
Reviewed budgets and generated cost projection reports for executive use. Improved digital filing and document management protocols and oversaw invoicing, billing, and vendor negotiations.
Budget ReviewsCost ForecastingDocument ManagementInvoicingvendor negotiationTravel Management
Education
AMA University
Completed a 4-year Bachelor of Science in Information Technology.