Albert Aranas

Dedicated IT Service Desk Analyst delivering comprehensive IT support to end-users. Resolves technical issues promptly through adept troubleshooting and effective communication. Ensures user satisfaction and operational continuity through strong customer service skills.

IT SERVICE DESK ANALYST at Microsourcing Philippines Inc. (2023-02 – 2026-06)

• Managed end-to-end user lifecycle in Active Directory, including account provisioning, modifications, deactivation, and access control management
• Supported Microsoft 365 (Exchange Online, Outlook, Teams) administration and troubleshooting, including shared mailboxes, permissions, and user access concerns
• Administered and supported Exchange Online, including shared mailboxes, distribution lists, and mailbox permissions via Exchange Admin Center (EAC)
• Utilized ServiceNow for incident management, request fulfillment, ticket tracking, and escalation in a high-volume support environment
• Configured and maintained Microsoft Exchange environments, improving email system reliability and overall communication efficiency
• Provisioned and managed multi-factor authentication (MFA) access, including on-prem RSA tokens and cloud-based authentication tokens, ensuring secure user access

CASUAL IT SERVICE DESK ANALYST at Optum (2021-12 – 2022-11)

• Provide technical support to onshore Optum employees, troubleshooting hardware, software, tools, and access-related issues
• Supported RSA token enrollment and multi-factor authentication (MFA) setup for remote users, ensuring secure system access
• Assisted users with password resets, Windows Hello setup, and smart card registration to support secure authentication processes
• Delivered remote troubleshooting and issue resolution using Quick Assist, minimizing downtime and improving user experience
• Consistently met SLA targets while maintaining high-quality customer service and effective communication with end users

Business Process Delivery Associate at Accenture (2021-02 – 2021-12)

• Supporting Verizon Business customers (Voice)
• Handled device concerns, including troubleshooting, replacements, and service requests
• Coordinated with technical teams and field support when escalation was required
• Delivered support via calls while maintaining high customer satisfaction

One Service Consultant at Telstra International Philippines Inc. (2019-09 – 2021-02)

• Supporting Telstra Consumer accounts (Voice and Chat)
• Troubleshot customer internet connectivity issues, including slow speed, no connection, and intermittent service
• Guided customers through basic to advanced troubleshooting steps to restore service
• Processed postpaid device applications, including account verification and eligibility checks

Customer Service Representative at Telstra Powered by Teletech (2018-10 – 2019-09)

• Provided customer support for telecommunications services, assisting with billing, account, and service-related concerns
• Handled internet and network troubleshooting, including no connection, slow speed, and intermittent service issues
• Guided customers through step-by-step troubleshooting to restore service and improve connectivity
• Assisted in processing postpaid device applications, account verification, and eligibility checks

Technical Chat Support at Convergys Philippines (2016-09 – 2018-10)

• Supporting Quickbooks Online concerns through Chat
• Provided customer support for QuickBooks Payroll, assisting clients with payroll processing and system navigation
• Guided users in setting up employee profiles, pay schedules, and tax information within the QuickBooks Payroll platform
• Assisted in processing payroll, including salary calculations, deductions, and direct deposits
• Troubleshot payroll-related issues such as incorrect calculations, tax discrepancies, and system errors
• Supported customers with payroll tax setup and compliance, including federal and local tax configurations

In-Store Specialist at Sony Philippines (2013-07 – 2016-11)

• Sales Specialist for Sony Centre Stores in Dumaguete and Cebu.

Roving Promodiser at Ace Hardware SM City Consolacion and Jcentre Mall (2012-10 – 2013-03)

• Promoting Eglo lighting products using targeted merchandising strategies to enhance product visibility and customer engagement in retail environments.

Production Worker at Sunpride Foods Inc. (2012-02 – 2012-07)

• Production worker for Sunpride Foods products (Packing area)

Sales Utility Clerk at Gaisano Grand Fiesta Mall (2011-09 – 2011-12)

• Delivered exceptional customer service, selling store products and resolving issues to ensure customer loyalty and repeat business.

Associate in Information Technology – Bohol College of Science and Tech Inc. (2010-03)

High School – Japer Memorial High School (2007-03)