June 2010 - April 2014
Bachelor of Science in information Technology
Bulacan State University Sarmiento Campus
More Info About Me
I'm Resty Ysao, a graduate of BS in information technology, I worked at Indra Philippines for 8 years where I received training and became ITILv3 certified. I started as a Technical Support at Indra were the one how received ticket from the service desk to perform onsite support on our customers we also take the project Migration from Windows 7 - Windows 10 all over the branches of Meralco Company, after I year became a Service Desk Analyst we support the Meralco Employees thru Call phone, SMS, Viber, workplace, and even MS team. We also ensured that we log all the incident and request on the ticketing system we received to any platform used by Meralco Employees. Over the past year, my Overall Lead commended me to become a Service Desk Lead, as a lead we ensure that all tickets created by our SDA are on its SLA target date, we also coordinated all the heightened alerts for all applications and infra for their respective support group. And that's me.
My Skills and Competencies
Social Media Manager
Facebook Ads Management
Data Entry
Content Creator
Certificates
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My Experience and Education
January 2019
-
June 2021
Indra Philippines
(Service Desk Analyst (Shift Lead))
*Monitored and ensured that all infra and applications are running
24x7.
*Coordinated all Heightened alert issues on their respective
vendor and support group.
*Ensured that all tickets created by SDA are on is SLA Target date.
Extract and send report per Shift Lead schedule.
June 2016
-
December 2018
Indra Philippines
(Service Desk Analyst)
*Entered service tickets into incident tracking system to facilitate
faster problem identification and resolution.
*Engaged in user support interactions via telephone, chat, SMS,
Viber, and email platforms.
*Documented all transactions and support interactions in system
for future reference and addition to knowledge base.
*Identified system hardware, network infrastructure and
connectivity issues that prevented the execution of user-initiated
tasks
April 2014
-
June 2015
Indra Philippines
(Level 2 Technical Support Representative)
*Built and provided basic end-usertroubleshooting and desktop
support onWindows.
*Assisted customers in identifying issues and explained solutions
to restore service and functionality.
Configured hardware, devices, and software to set up
workstations for employees.
Resolved issues with systems and hardware quickly and
accurately.
Installed, modified, and repaired software and hardware to
resolve technical issues.
Patched software and installed new versions to eliminate security
problems and protect data.