Joan Delos Santos
SW/App/Cloud Tech Support Associate
IT Support Specialist with 3+ years resolving enterprise-scale issues — from mailbox provisioning to Active Directory, cloud, and incident escalations. Based in Mandaluyong City, Philippines.
About Me
I'm an IT Support Specialist with over 3 years of experience in enterprise IT environments, currently working as a SW/App/Cloud Tech Support Associate supporting a Microsoft account. My day-to-day covers ticket resolution, mailbox setup, password resets, and license management — and I've personally resolved 5,000+ tickets while consistently meeting KPIs as a recognized top performer.
Beyond ticket handling, I also serve as the Main POC for my team, supporting my team lead with escalations, attendance and productivity tracking, scorecards, and dashboard management in ServiceNow.
I'm skilled in ServiceNow, Active Directory administration, Office 365 support, and incident management, backed by certifications spanning cloud, AI, and project fundamentals — along with a Bachelor's degree in Office Administration.