Ariane Joy Balbontin

ARIANE JOY BALBONTIN SERVICE DESK ANALYST 1-11 Tsuen Lok St., Tsuen Wan District, New Territories |-| - Experienced IT professional skilled in service desk coordination, technical support, and process improvement. Adept at managing user inquiries, resolving issues efficiently, and enhancing service delivery through documentation and optimization. Strong organizational and communication abilities ensure seamless IT support and high user satisfaction. AREA OF EXPERTISE Incident Management Customer-centric approach Troubleshooting expertise Effective communication PROFESSIONAL EXPERIENCE Service Desk Coordinator, Disney account (Atos Philippines) Sept 2023 - Sept 2024 Utilized NICE Cxone to monitor service delivery channels and collects performance data. Managed escalations for day-to-day major incident issues (Severity 1 & 2), coordinating with relevant SMEs to ensure swift resolution. Collaborated with IT teams to tackle complex technical problems Provided assistance to analysts taking inbound calls and chat Remote Resolution Technician (Level 2), Disney account (Atos Philippines) June 2022 - Sept 2023 Managed advanced troubleshooting for ticket resolution via remote support. Documented incidents and service requests meticulously using ServiceNow. Supported users through effective communication via phone, email, and chat. Monitored and processed aging and escalation tickets for timely resolutions. Assisted in training fellow agents to enhance team performance and efficiency. Assistant System Engineer, Visa account (Tata Consultancy Services) Aug 2021 - May 2022 Provided technical support via live chat, phone, and remote assistance, resolving issues efficiently. Managed Active Directory accounts, including password resets and group account updates. Documented and tracked support tickets using ServiceNow, ensuring SLA compliance. Monitored system performance to enhance support processes and user satisfaction. Service Desk Analyst, Straive Philippines (formerly known as SPI Global) Feb 2018 - Aug 2021 Delivered IT support via phone, email, and remote access, ensuring SLA adherence. Managed Active Directory accounts, including creation, deletion, and password resets. Troubleshot applications, hardware, and network issues, escalating complex cases when needed. Monitored ticketing systems (Service Desk Plus) and tracked issues to improve processes. Maintained documentation and generated reports to enhance service quality and efficiency. EDUCATION Bachelor of Science in Computer Science Saint Francis Of Assisi College-Main, Philippines ADDITIONAL INFORMATION Languages: English, Filipino Nov 2013 - April 2018