Summary
Charl
Chavez
Email:-Mobile: -
LinkedIn: linkedin.com/in/charlchavez/
Ontario, Canada K8P 2P1
Willing to Relocate Immediately
Open Work Permit Holder
Technical Skills
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Help Desk & Service Desk -Tier 1&2
Active Directory, Azure AD, Office 365
Software Deployment (SCCM)
Network & Hardware Troubleshooting
Root Cause Analysis
Windows, MAC iOS, Android
Remote & Onsite Support
Incident & Problem Management (ITIL)
ServiceNow / ERP Ticketing Systems
Onboarding & End-User Training
Automation: Power Automate, UiPath
Data Analytics: Power BI, Excel, SQL
Asset Inventory Management
Certifications
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ITIL Foundation Certified
Microsoft Certified Professional
Lean Six Sigma White Belt
AZ 900: Microsoft Azure Fundamentals
AI 900: Microsoft AI Fundamentals
PL 900: Microsoft Power Platform
UiPath Automation
Data Analytics and Visualization
Nexthink Pro
Education
▪ Bachelor’s Degree in Electrical
Engineering - Canadian Equivalency
Lyceum of the Philippines University
Credly Badge & Certificates
https://www.credly.com/users/charl-chavez
Results-driven IT Support Specialist, IT Analyst, and Application Support
Specialist with 10+ years of global experience in service desk, application
support, technical support, incident management, automation (UiPath, Power
Automate), and data analytics (Power BI, SQL). Proven record of
troubleshooting and resolving complex hardware, software, and network
issues in high-compliance, safety-focused environments. Committed to
delivering exceptional end-user support, upholding safety standards, and
contributing to team success. Eager to bring my expertise to your
organization’s IT operations and digital transformation initiatives.
Professional Experience
Senior - IT Application Support Specialist / Service Desk Analyst
Ernst & Young | Philippines | Oct 2015 - Dec 2020
▪ Provided Tier 2 support for 500+ End-users, resolving 90%+ of tickets
within SLA using ServiceNow and ERP systems.
▪ Diagnosed and resolved issues with Office 365, Azure AD, VPN, network,
shared drives, printers, SharePoint, Citrix, and Outlook Microsoft
Exchange, ensuring minimal downtime in a regulated environment.
▪ Delivered onboarding and technical training and maintained detailed
documentation for compliance and knowledge sharing.
▪ Collaborated with cross-functional teams to escalate and resolve highseverity incidents, prioritizing safety, security, and operational continuity.
Senior - Global Service Desk & High Severity Incident Coordinator
Thomson Reuters | Philippines | Aug 2011 - July 2015
▪ Acted as escalation point of contact for global service desk, coordinating
incident response and communication during critical events.
▪ Logged and tracked incidents in ServiceNow, ensuring timely resolution
and clear documentation.
▪ Supported hardware/software troubleshooting and user account
management in high-availability environment.
Senior - Automation and Innovation Analyst
Ernst & Young | Philippines | Jan 2021 - Sep 2023
▪ Led automation and process improvement projects, enhancing service
efficiency and accuracy.
▪ Developed solutions using Power Platform, UiPath, Python and Power BI
supporting IT operations and compliance.
Manufacturing Plant Technician
Procter & Gamble | Canada | Oct 2023 – Present
▪ Operate and troubleshoot high-speed manufacturing equipment adhering
to strict safety protocols.
▪ Collaborated with diverse teams to meet production and safety goals,
reinforcing commitment to safe work environments
Projects and Accomplishments
▪ Automated onboarding communications, reducing new hire issues by 50%
across US and India.
▪ Designed and delivered targeted Microsoft Office 365 training, increasing
user adoption by 50%.
▪ Enhanced IT asset inventory management using Nexthink, ensuring
security and compliance.
