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Alberto A. — Mid-Level IT Service Desk Analyst from Philippines

Alberto A.

Mid-Level IT Service Desk Analyst

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Alberto A. is a dedicated IT Service Desk Analyst with an impressive track record in delivering comprehensive IT support and exceptional customer service. With extensive experience from roles at leading firms such as Microsourcing Philippines Inc., Optum, Accenture, and Telstra International Philippines Inc., he has honed his expertise in Active Directory management, Microsoft 365 administration, and ServiceNow ticketing systems. Alberto excels in configuring and maintaining Exchange Admin Center (EAC) environments and managing multi-factor authentication to ensure secure access. His background spans technical support for user lifecycle management, RSA token setups, and remote troubleshooting, contributing to operational continuity and user satisfaction. Alberto's educational foundation includes an Associate degree in Information Technology from Bohol College of Science and Tech Inc., equipping him with the skills necessary for this dynamic industry.

Experience

  • IT SERVICE DESK ANALYST

    Microsourcing Philippines Inc. · 2023 — 2026
    Managed user life cycles in Active Directory, focusing on account provisioning, modifications, deactivation, and access control. Supported Microsoft 365 administration and troubleshooting, addressing issues with shared mailboxes and user access. Administered Exchange Online through Exchange Admin Center, managing shared mailboxes and distribution lists. Utilized ServiceNow for incident management and ticket tracking in a high-volume environment. Maintained Microsoft Exchange environments to enhance email system reliability. Managed multi-factor authentication access, including both on-prem RSA and cloud-based tokens.

  • CASUAL IT SERVICE DESK ANALYST

    Optum · 2021 — 2022
    Delivered technical support to employees, resolving hardware, software, and access-related issues. Facilitated RSA token enrollment and MFA setup for remote users. Assisted with password resets and configured Windows Hello and smart card registration. Employed Quick Assist for remote troubleshooting, aiming to reduce downtime and enhance user experience. Achieved SLA targets while upholding high standards of customer service communication.

  • Business Process Delivery Associate

    Accenture · 2021 — 2021
    Supported Verizon Business customers by addressing device concerns, which included troubleshooting and service requests. Coordinated with technical teams for escalated issues. Provided assistance via calls while ensuring customer satisfaction.

  • One Service Consultant

    Telstra International Philippines Inc. · 2019 — 2021
    Assisted Telstra Consumer accounts through voice and chat channels. Troubleshot customer internet connectivity issues such as slow speeds and service interruptions. Guided customers through troubleshooting steps to resolve connectivity issues. Processed postpaid device applications, including account verification.

  • Customer Service Representative

    Telstra Powered by Teletech · 2018 — 2019
    Provided support for telecommunications services, addressing billing, account, and service-related issues. Conducted internet and network troubleshooting, resolving connectivity problems. Guided customers in troubleshooting to restore service and improve connectivity. Assisted with processing postpaid device applications and account verification.

  • Technical Chat Support

    Convergys Philippines · 2016 — 2018
    Supported QuickBooks Online inquiries through chat. Provided assistance for QuickBooks Payroll, helping clients with payroll processing and navigating the system. Guided in setting up employee profiles and payroll information. Assisted in payroll processing, handling calculations and direct deposits. Troubleshot payroll-related issues, including tax discrepancies and system errors.

  • In-Store Specialist

    Sony Philippines · 2013 — 2016
    Worked as a Sales Specialist for Sony Centre Stores in Dumaguete and Cebu.

  • Roving Promodiser

    Ace Hardware SM City Consolacion and Jcentre Mall · 2012 — 2013
    Promoted Eglo lighting products through targeted merchandising strategies to boost visibility and customer engagement in retail settings.

  • Production Worker

    Sunpride Foods Inc. · 2012 — 2012
    Worked as a Production worker in the packing area for Sunpride Foods products.

  • Sales Utility Clerk

    Gaisano Grand Fiesta Mall · 2011 — 2011
    Provided exceptional customer service by resolving issues to foster customer loyalty.

Skills & Expertise

IT and NetworkingInformation Security Analyst

Education

  • Associate in Information Technology
    Bohol College of Science and Tech Inc. · — — 2010
  • High School
    Japer Memorial High School · — — 2007