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Rhyan De La Marquez IT Service Desk / Customer Support Associate
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Not rated yet
Philippines- Philippines
About Me
IT Service Desk professional with experience logging, categorizing, and resolving incidents and service requests for end users. Focused on clear communication and user education, aiming to bridge the gap between technical issues and the people affected by them while ensuring timely resolution and accurate incident documentation.
Overview
- Looking forFull-time, Part-time work
- Experience9 years
- English levelConversational
- EducationBachelor degree
- Worked industriesInformation Technology
- Last active14 October 2026 (2 weeks ago)
- Member since13 October 2026
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Education
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Bachelor of Science, Major in Theology — Immanuel Bible College (2006-2010)
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Information, Computer and Technology — Technical and Educational Development (2010-2014)
Experience
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IT Services Desk Associate II
2021 - 2023Logged and categorized all incident and service request details to maintain accurate, prioritized records for the support queue.
Resolved operational and service-related incidents directly for customers, escalating unresolved cases to the appropriate team when immediate resolution was not possible.
Identified configuration items (CIs) involved in each incident to support accurate root-cause tracking.
Validated and updated incident records throughout the resolution lifecycle, ensuring information obtained from requesters and end users was complete before closure.
Delivered end-user support in line with company policies and service standards, closing out incidents only once fully resolved. -
Data Entry Specialist
2018 - 2020Built a program that automated the refinement of linear data processes, reducing manual handling.
Received, corrected, and prepared client data to support data scientists in building models, contributing to a measurable basis-point improvement.
Extracted and centralized client data, increasing processing agility and accuracy across the team’s workflow. -
Senior Data Specialist
2014 - 2017Improved monthly customer retention by 9 basis points by servicing relevant product features for clients.
Conducted testing on e-commerce platforms to diagnose client pain points and clarify unclear roadmaps, reducing bounce rate by up to 67%.
Coordinated data teams across projects and maintained up-to-date project documentation.
