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Raymond Dagohoy Service Desk Analyst · IT Support Specialist
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Not rated yet
Philippines- Philippines
About Me
IT Support and Service Desk Analyst with 7+ years delivering Tier 1 and Tier 2 technical support in enterprise environments. Experienced administering Microsoft 365, Exchange Online, and Azure AD, managing user accounts, and resolving incidents while maintaining SLA compliance. Supports global users via phone, email, and ticketing systems (ServiceNow, Jira).
Overview
- Experience10+ years
- English levelProfessional working
- EducationBachelor degree
- Last active20 October 2026 (1 week ago)
- Member since14 October 2026
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Education
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Bachelor of Science in Computer Science — Western Mindanao State University, 2014
Experience
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Service Desk Analyst
08/2022 - 06/2025Resolved Tier 1 and Tier 2 technical issues for end users by supporting phone, email, and ticketing system channels.
Administered Microsoft 365, Exchange Online, and Azure AD to manage mailboxes, licenses, and directory services.
Maintained security compliance by creating, modifying, and disabling user accounts and access rights.
Managed license allocation, security groups, and distribution lists across the organization.
Installed, configured, and troubleshot software applications to minimize end-user downtime.
Documented incidents and resolutions to meet SLA requirements and support knowledge base accuracy.
Escalated complex technical issues to appropriate specialist teams for faster resolution. -
Service Desk Analyst
07/2018 - 08/2021Delivered technical support to global users across Microsoft 365 and Windows environments.
Performed Active Directory administration, including account maintenance and access management.
Troubleshot Outlook and Office 365 issues to restore user productivity.
Managed incident lifecycle through ticketing systems while maintaining detailed documentation.
Collaborated with Level 2 and Level 3 teams to resolve complex technical issues.
Maintained customer satisfaction through effective communication and timely incident resolution. -
Remote Desktop Specialist
07/2017 - 07/2018Delivered remote software installation, configuration, and repair services to end users.
Diagnosed and resolved technical issues to restore system functionality.
Managed ticket lifecycle from creation through resolution.
Performed routine system administration and maintenance tasks. -
Technical Support Representative
02/2015 - 05/2017Provided technical assistance to customers via phone and remote support tools.
Diagnosed software and connectivity issues to resolve customer-reported problems.
Assisted customers with troubleshooting and product-related concerns.
Escalated unresolved issues according to established support procedures.
