John Aranas

IT Technical Support professional with 6+ years of Level 1 end user support experience across multiple locations, supporting 500-1,000+ employees. Skilled in hardware/software troubleshooting, Windows, Microsoft Office/Outlook, Active Directory, VPN, networking, remote support, and IT asset deployment. Experienced supporting VIP and executive users while managing approximately 2,000 tickets annually within established SLAs.

Customer Service Representative (CSR) at Ajunebpo (2025-09 – 2026-01)

• Built connections with creators, online communities, developers, and project owners to expand reach and promotional opportunities.

• Used AI tools to create marketing content, including images and videos, and promoted the brand on X (Twitter) and Reddit to increase visibility.

• Maintained and monitored created links through spreadsheets.

• Proficient in Google applications, Microsoft Outlook, Teams, and MS Office.

• Used Discord to coordinate tasks, receive announcements, and stay updated on objectives.

IT Infra Operations and Management at InfoTouch Systems, Inc. (2019-10 – 2025-10)

• Provided Level 1 technical support to 500-1,000+ end users across multiple locations and buildings, troubleshooting hardware, software, operating system, application, peripheral, and connectivity issues through phone, email, chat, remote, and in person support.

• Provided dedicated technical support to VIP and executive level users, including President and Vice President level personnel, serving as the primary IT support contact for users within an assigned building.

• Diagnosed and resolved desktop, laptop, printer, scanner, Microsoft Outlook, software, operating system, and peripheral issues to minimize user downtime and restore productivity.

• Managed approximately 2,000+ support tickets annually using the Sapphire ticketing system, prioritizing incidents according to SLA requirements and ensuring requests were addressed within agreed service levels.

• Used Remote Desktop, TeamViewer, and AnyDesk to provide remote troubleshooting and assistance to end users.

• Installed, configured, and maintained Windows operating systems, Microsoft Office, Outlook, and in-house applications across end-user devices.

• Performed basic Microsoft Active Directory administration, including viewing user accounts, resetting passwords, unlocking accounts, and joining company computers to the domain.

• Provided Level 1 support for Microsoft Authenticator/MFA enrollment, assisting end users with device setup, authentication prompts, and basic access issues.

• Configured and deployed 10-20+ laptops and desktops for employee onboarding, performed device refreshes, prepared equipment for redeployment, and maintained corresponding asset records.

• Maintained IT asset inventory records for newly deployed, refreshed, and redeployed equipment to support asset tracking and accountability.

• Performed Level 1 troubleshooting for VPN connectivity and other common end-user access issues.

• Assisted the internal IT and Network teams with troubleshooting switches, wireless access points, point-to-point wireless connections, DNS settings, and static IP configurations as directed by network administrators.

• Connected and configured printers and scanners for end users and assisted with network-based device connectivity.

• Assisted with installation and troubleshooting of endpoint security software in coordination with the IT Security team.

• Assisted with IP phone setup and configuration by following established IT procedures and technical guides.

• Configured and deployed equipment for employee onboarding and device refreshes while coordinating with IT Asset and other specialized IT teams.

• Assisted with onboarding and mentoring new hires, OJTs, and interns by providing technical guidance, knowledge transfer, and day-to-day IT support.

Secondary School – General Emilio Aguinaldo National High School (2013 – 2015) Bachelor of Science in Information Technology – STI Dasmariñas Cavite (2015 – 2019)