Joshua Dela Cruz

(+63)967-304-8033
Joshua Dela Cruz

Delacruz.joshua1999@gmail.com
134 Dao St. Marikina Heights Marikina City
OVERVIEW Dedicated, Results driven service desk expert offering 5 years of success in
developing and executing technical strategies to assist companies in driving
profitability and revenue growth. In-depth experience supporting the sales
of networking and enterprise storage solutions with strong knowledge of
data center optimization, software and hardware procurement, development
planning, and configuration.
EXPERIENCE Company Wipro Team Leader/ Cloud

Desktop Administrator
04/2021- 06/2024
At Suncorp, a Service Desk Analyst plays a crucial role in ensuring smooth

operations and effective support within the organization's IT infrastructure.
Here are the primary responsibilities and roles of a Service Desk Analyst at
Suncorp:
1. Technical Support
 First Point of Contact: Serve as the initial contact for users

seeking technical assistance over the phone, email, or through the
IT service management system.
 Issue Triage: Assess and prioritize incidents and service requests
based on impact and urgency, ensuring timely resolution and
adherence to service level agreements (SLAs).
 Troubleshooting: Diagnose and resolve technical issues related to
hardware, software, network connectivity, and peripheral
equipment.
 Remote Support: Provide remote desktop assistance to users,
guiding them through step-by-step solutions.
2. Customer Service
 User Communication: Communicate effectively with users to

understand their issues and provide clear and concise instructions
or solutions.
 Customer Satisfaction: Ensure a positive customer experience by
delivering high-quality technical support and maintaining
professionalism and empathy in all interactions.
3. Incident and Problem Management
 Incident Logging and Tracking: Log all incidents and service

requests accurately in the IT service management system (e.g.,
ServiceNow).
 Resolution Documentation: Document troubleshooting steps,
resolutions, and workarounds for recurring issues to contribute to
the knowledge base.
 Root Cause Analysis: Perform initial diagnosis and escalate
complex issues to higher-level support teams or subject matter
experts for resolution.
4. IT Operations Support
 System Monitoring: Monitor IT systems and networks to identify

potential issues or trends that may require proactive intervention.
 Change Management: Participate in change management
processes by reviewing and approving changes to IT systems to
minimize disruptions and maintain stability.
5. Continuous Improvement
 Process Improvement: Identify opportunities for process

improvements and efficiencies within the service desk operations.
 Training and Knowledge Sharing: Stay updated with new
technologies and contribute to the team's knowledge base through
training sessions and knowledge sharing.
6. Compliance and Security
 Adherence to Policies: Ensure compliance with IT policies,

procedures, and security standards in all aspects of service desk
operations.
 Data Security: Maintain confidentiality and integrity of sensitive
information handled during support interactions.
7. Team Collaboration
 Collaboration: Work collaboratively with other IT support teams,

including infrastructure, applications, and security teams, to resolve
complex issues and enhance overall IT service delivery.
Company Infosys BPM
02/2020 - 04/2021 Service desk analyst L2
At Marriott International, the role of a Service Desk Analyst is vital in

maintaining the smooth operation of IT services across their global
hospitality network. Here are the key responsibilities and roles typically
associated with a Service Desk Analyst at Marriott International:
1. Technical Support
 First Line Support: Serve as the initial point of contact for all IT-
related inquiries and issues from Marriott associates and guests.
 Issue Resolution: Provide timely and effective troubleshooting and
resolution of hardware, software, and network issues.
 Remote Assistance: Utilize remote support tools to assist users
globally, ensuring minimal disruption to operations.
2. Customer Service
 Customer Interaction: Deliver excellent customer service,

ensuring a positive experience for all users through clear
communication and empathetic support.
 User Training: Educate users on IT policies, procedures, and self-
service options to enhance overall user experience and efficiency.
3. Incident Management
 Incident Logging: Log all incidents and service requests

accurately in the IT service management system (e.g.,
ServiceNow).
 Priority Management: Prioritize incidents based on impact and
urgency, adhering to defined service level agreements (SLAs).
 Escalation: Escalate complex issues to appropriate support teams
or management for resolution as per established protocols.
4. IT Operations Support
 System Monitoring: Monitor IT systems and networks for

potential issues or performance degradation, initiating proactive
measures to maintain operational stability.
 Change Management: Participate in change management
processes to review and approve changes, ensuring minimal impact
on business operations.
5. Documentation and Reporting
 Knowledge Management: Contribute to the knowledge base by

documenting troubleshooting steps, resolutions, and best practices
for future reference.
 Reporting: Generate and analyze reports on service desk
performance metrics, such as ticket resolution time and customer
satisfaction, to identify trends and areas for improvement.
6. Compliance and Security
 Policy Adherence: Ensure compliance with Marriott’s IT policies,

procedures, and security standards in all service desk activities.
 Data Security: Handle sensitive information with confidentiality
and integrity, adhering to data protection regulations and Marriott’s
corporate security guidelines.
7. Continuous Improvement
 Process Optimization: Identify opportunities for process

improvements and efficiencies within the service desk operations.
 Training and Development: Stay updated with industry trends
and technologies through training programs and certifications to
enhance skills and knowledge.
8. Team Collaboration
 Collaboration: Work closely with other IT teams, including

infrastructure, applications, and cybersecurity teams, to resolve
complex issues and improve overall IT service delivery.
Concentrix Technical advisor II

Company
01/2019- 02/2020
As a Technical Advisor at Intuit, your role involves providing specialized technical guidance and support to
customers who use Intuit's products and services. Here’s a detailed overview of the typical responsibilities and
roles associated with this position:
1. Expert Technical Support
 Customer Assistance: Serve as a primary point of contact for customers experiencing technical issues
or needing guidance on Intuit products, such as QuickBooks, TurboTax, and Mint.
 Issue Resolution: Conduct in-depth troubleshooting to identify and resolve complex technical
problems, ensuring timely resolution and customer satisfaction.
 Advanced Configuration: Assist customers with advanced setup, configuration, and customization of
Intuit software to meet their specific business or personal finance needs.
2. Product Knowledge and Training
 Subject Matter Expertise: Develop and maintain deep knowledge of Intuit’s products, features,
updates, and integrations.
 Customer Education: Provide personalized training and guidance to customers on product
functionalities, best practices, and tips for maximizing software efficiency.
 Webinars and Workshops: Conduct virtual training sessions, webinars, and workshops to educate
customers and address common challenges.
3. Consultative Support
 Business Advisory: Offer strategic advice and recommendations to customers on leveraging Intuit
products to streamline financial processes, improve productivity, and achieve business goals.
 Workflow Optimization: Analyze customer workflows and business processes, providing insights and
solutions for optimizing their use of Intuit software.
4. Customer Advocacy
 Issue Escalation: Advocate for customers by escalating unresolved technical issues or product
deficiencies to appropriate internal teams for further investigation and resolution.
 Feedback Collection: Gather and relay customer feedback to product development teams to drive
product enhancements and improvements.
5. Documentation and Knowledge Management
 Knowledge Base Contributions: Contribute to the development and maintenance of the internal
knowledge base, FAQs, troubleshooting guides, and customer-facing documentation.
 Case Management: Ensure accurate and comprehensive documentation of customer interactions,
technical issues, and resolutions in the CRM system.
6. Continuous Learning and Development
 Skill Enhancement: Stay abreast of industry trends, emerging technologies, and updates related to
Intuit products through ongoing training, certifications, and professional development.
 Certifications: Obtain and maintain certifications related to Intuit products to demonstrate expertise
and credibility in customer interactions.
7. Collaboration and Teamwork
 Cross-functional Collaboration: Work closely with cross-functional teams including product

management, engineering, quality assurance, and customer success to address customer needs, enhance
product usability, and drive overall customer satisfaction.
 Team Support: Provide guidance and mentorship to less experienced team members, contributing to a
collaborative and supportive team environment.
Conclusion
As a Technical Advisor at Intuit, your role is pivotal in ensuring customers receive exceptional technical
support, guidance, and strategic advice to optimize their use of Intuit products. By leveraging your technical
expertise, communication skills, and customer-centric approach, you contribute to customer retention,
satisfaction, and the overall success of Intuit’s products in the marketplace.
EDUCATION Our Lady Of Fatima University
2015-2019 BS Nursing
 Technical Support and Troubleshooting

SKILLS  IT Service Management (ITSM)
 Incident and Problem Management
 Customer Service and Communication
 Team Leadership and Collaboration
 Change Management and Process Improvement

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(+63)967-304-8033

Joshua Dela Cruz

134 Dao St. Marikina Heights Marikina City

EXPERIENCE Company Wipro Team Leader/ Cloud

At Suncorp, a Service Desk Analyst plays a crucial role in ensuring smooth

 First Point of Contact: Serve as the initial contact for users

 User Communication: Communicate effectively with users to

3. Incident and Problem Management

 Incident Logging and Tracking: Log all incidents and service

 System Monitoring: Monitor IT systems and networks to identify

 Process Improvement: Identify opportunities for process

6. Compliance and Security

 Adherence to Policies: Ensure compliance with IT policies,

 Collaboration: Work collaboratively with other IT support teams,

02/2020 - 04/2021 Service desk analyst L2

At Marriott International, the role of a Service Desk Analyst is vital in

 Customer Interaction: Deliver excellent customer service,

 Incident Logging: Log all incidents and service requests

 System Monitoring: Monitor IT systems and networks for

5. Documentation and Reporting

 Knowledge Management: Contribute to the knowledge base by

6. Compliance and Security

 Policy Adherence: Ensure compliance with Marriott’s IT policies,

 Process Optimization: Identify opportunities for process

 Collaboration: Work closely with other IT teams, including

Concentrix Technical advisor II

1. Expert Technical Support

2. Product Knowledge and Training

5. Documentation and Knowledge Management

6. Continuous Learning and Development

7. Collaboration and Teamwork

 Cross-functional Collaboration: Work closely with cross-functional teams including product

EDUCATION Our Lady Of Fatima University

 Technical Support and Troubleshooting

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