Kayla Viktoria Sabucdalao Gaytano

• Log and track incidents, requests, tasks, changes via ServiceNow ITSM.
• Provided high-touch (white-glove) IT support to users across trading, operations, and HR functions,
including traders, portfolio managers, and VIP stakeholders in a fast-paced trading environment.
• Delivered structured IT onboarding for new joiners (remote and onsite), ensuring seamless device
provisioning and system access.
• Collaborate closely with other teams globally to work on resolving any escalated issues.
• Carry out support, build and installation of office IT equipment including PC, laptops and phones,
screens, printers, etc.
• Assist with project work, upgrades and provide support for outages.
• Update asset management system regularly with new and disposed assets.
• Developed knowledge base articles for common troubleshooting steps, enhancing the team's ability to
resolve issues quickly and effectively.

• Consistently delivered high-quality remote IT support with numerous customer commendations, offering
proactive solutions for M365, Windows upgrades, printer issues, and other technical concerns.
• Performed IMAC tasks, including installing, upgrading, and configuring hardware and software to
ensure seamless operation and support for end-users.
• Monitored and analysed ticket trends to identify recurring issues, reporting these to team leads for quick
resolution and process improvement.
• Developed knowledge base articles for common troubleshooting steps, enhancing the team's ability to
resolve issues quickly and effectively.
• Trained new support hires on BAU processes, providing guidance and assistance ensuring effective
operational readiness in the shortest time possible.
• Achieved 100% performance metrics while consistently meeting service level agreements.
• Effectively facilitated assignment of tickets to team members ensuring timely processing in accordance
with SLA standards.

• Monitored network devices using various monitoring tools and addressed flagged issues promptly to
ensure network reliability and performance.
• Conducted first-level diagnostics, investigations, and incident resolution, providing technical support for
all incoming service requests, performing break/fix repairs, and escalating and tracking issues until
closure.
• Complied with ITSM/ITIL methodologies in daily operations, including Change, Incident, and Problem
Management, while implementing corrective actions to improve performance.
• Raised and executed change requests for tasks such as VoIP number activation, LAN port activation, and
port configuration modifications, ensuring seamless network operations and adherence to ITIL
standards.
• Supported service continuity measures, including backup and restore procedures, as well as disaster
recovery planning to ensure business resilience and data protection.
• Created and maintained comprehensive documentation that was used as guides to facilitate knowledge
transfer and effective troubleshooting.
• Facilitated Return Merchandise Authorizations (RMAs) and coordinated with vendors and technicians to
address hardware, software, and network issues, as well as defective products.