Jarren Alido

Results-driven IT and BPO professional with over 5 years of progressive experience in customer service, service desk operations, and network operations center (NOC) supervision. Currently employed at Infosys BPM Ltd. as a Service Desk Analyst, leveraging technical expertise in Microsoft 365, Citrix, Active Directory, Exchange, Azure, and Intune. Adept at troubleshooting, incident management, and team collaboration, with a proven track record of leadership and operational excellence.

Seeking to contribute to a dynamic organization by driving process improvements, mentoring teams, and delivering innovative solutions in IT service management and technical support.

Service Desk Analyst – JL 2 - Infosys BPM Ltd. - Muntinlupa City

(2024-12)

• Provide first-line technical support for global corporate users, ensuring seamless operation of enterprise IT systems.
• Troubleshoot escalated incidents and manage user accounts across Windows laptops, Citrix environments, Microsoft 365, Exchange, Azure, and Intune.
• Utilize Active Directory, Microsoft 365 Admin Center, and Remote Desktop tools for account management and secure system access.
• Support RDP connections, Intune Company Portal enrollment, and compliance troubleshooting.
• Use ConnectWise for secure remote access to corporate and BYOD devices.
• Document incidents, resolutions, and create knowledge base articles for future reference.
• Escalate unresolved issues to Level 2 or specialized teams when necessary.
• Ensure compliance with ITIL processes for incident, problem, and request management.
• Maintain high standards of customer service through clear and professional communication.

Service Desk Representative → Team Lead Supervisor - IBEX Global Philippines

(2019-08 - 2024-06)

• ATT Accounts (Aug 2019 – Dec 2020): Managed billing and collections for ATT and DirecTV customers. Provided mobility sales services and advanced technical support.
• Michaels Helpdesk (Jan 2021 – Dec 2022): Delivered hardware/software troubleshooting for stores and support centers. Promoted to Helpdesk Support Supervisor, managing incident resolution, team performance, and service quality.
• Interface Security Systems (Jan 2023 – June 2024): Supervised network and server operations, technical support, and system maintenance. Led Tier 1 NOC staff to ensure optimal customer service and adherence to KPIs. Oversaw incident management, escalation handling, and service restoration processes.

Bachelor of Science - Information Technology - National College of Science and Technology (2019)

High School Diploma - Mahonri Academy and Science High School (2015)

Elementary Education - Mahonri Academy and Science High School (2011)