Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
Generic
Marlon Gabo

Marlon Gabo

Mississauga,ON

Summary

With my background and skills in IT support, I am confident in my ability to contribute effectively to your organization.

In my recent role as an IT Service Desk Analyst at Tata Consultancy Services Philippines, I have honed my abilities in incident management, troubleshooting, and providing technical support. Over the past 2 years, I have developed strong problem-solving skills and a proven track record of efficiently resolving IT issues, which I am eager to leverage in this new capacity.

My technical skills are complemented by my personal strengths. I am known for my excellent communication abilities and being a good listener, which enhances my interactions with team members and clients.

Additionally, my self-motivation drives me to continually seek ways to improve processes and enhance service delivery.

I have a degree in Computer Science from the Lyceum of the Philippines University - Batangas, which provided me with a solid foundation in IT principles and practices.

I am excited about the opportunity to bring my unique talents to your team, and I am eager to contribute to your success. I look forward to the possibility of discussing how my background, skills, and enthusiasms align with the needs of your organization.

Overview

6
6
years of professional experience

Work History

Administrative Staff

Local Government Unit of Lobo
10.2018 - 06.2022
  • Drafts office memoranda and communications for different departments and stakeholders
  • Receives phone calls and communication letters
  • Processes daily time records and travel documents
  • In-charge of managing social media platforms
  • Maintains the office calendar, and schedules meetings and appointments
  • Maintains a complete file of records/documents necessary for orderly transactions and safekeeping
  • Performs other related office functions as may be assigned from time to time

IT Service Desk Analyst

Tata Consultancy Services
02.2023 - Current
  • Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
  • Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
  • Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
  • Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
  • Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
  • Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
  • Managed high levels of call flow and responded to technical support needs.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot hardware, software and network issues.

Education

Bachelor of Science - Computer Science, Mobile Application Development

Lyceum of the Philippines University
Batangas City, Batangas
06.2018

Skills

    Helpdesk Management

    Troubleshooting and Problem-Solving

    Communication

    Remote Support Tools

    Time Management

Personal Information

  • Age: 27
  • Height: 5'7"
  • Weight: 156.5 lbs
  • Date of Birth: 09/24/97
  • Gender: Male
  • Nationality: Filipino
  • Marital Status: Single
  • Religion: Roman Catholic

Languages

English
Professional Working

Timeline

IT Service Desk Analyst

Tata Consultancy Services
02.2023 - Current

Administrative Staff

Local Government Unit of Lobo
10.2018 - 06.2022

Bachelor of Science - Computer Science, Mobile Application Development

Lyceum of the Philippines University
Marlon Gabo