Allen Daraman
Analyst Infrastructure II
RIZAL
Summary
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
3
3
years of professional experience
Work History
SAP SME/L2
DXC Technology
04.2025 - Current
- Managing Call and Chat que make sure that every call and chat will be handled in a timely manner
- Handling SLA and make sure that the SLA is always green
- Managing Ageing and in progress Tickets and make sure that all the tickets that the user created will be handled in a timely manner and assist the user to resolve the issue accordingly.
- Help colleagues on issues that they don’t understand and guide them on the correct process that helps them to resolve the issue.
- Sending daily reports or EOD.
- Handling escalation tickets that cannot be solved by L1 agents
- Approving Escalation tickets and make sure that all the needed information is included to the ticket before passing through the 2nd level Team.
SAP Service Desk L1
DXC Technology
11.2023 - 04.2024
- Performed basic to advanced troubleshooting step in resolving complex windows and MAC related issues.
- Troubleshoot standard computer hardware/software, Login Issues, Web/Proxy and outlook exchange server connectivity, and Global Protect for SSL VPN
- Monitored and routed of more complex request/incident to the appropriate Tier III workgroup.
- Tier1 administration rights using Azure Portal, ServiceNow and Global Directory.
CET (Customer Experience Team) / Escalation and Onboarding
DXC Technology
08.2022 - 07.2023
- Helping user for Fast tract and expedite of their Request or Incident.
- Directly coordinating to 2nd Level Team/ Fulfillment Group to help user resolved their queries as soon as possible.
- Mediator between the user and 2nd Level Regarding the Real Time update and Status of the Ticket.
- We make sure that the Hiring Manager raised all the Access, Equipment’s, and Applications for their New Hire member before start date.
- Assisting new hire member proactively for any concern they need to raise in the span of 2 weeks.
- Identifying needs and Taking Proactive steps to Maintain Positive Experience
- Responding to queries quickly and provide excellent solutions via phone, Email, or chat.
Service Desk Agent – L1
DXC Technology
09.2021 - 07.2022
- Performed basic to advanced troubleshooting step in resolving complex windows related issues
- Provided tier 1 troubleshooting and resolved complex issues by following the available knowledge article
- Recorded, tracked, and documented all the request/incident in a ticketing system called HPSM
- Tier1 administration rights using Active directory, Citrix, MyService and Global Directory
- Field calls from I.T queue and maintained a 97% answer rate and 98% Resolution Rate.
- Monitored and routed of more complex request/incident to the appropriate Tier III workgroup
- Help in Repair of MS Office issues, Browser, Printer Set Up, Internet Connection, and software installation.
- Troubleshoot standard computer hardware/software, Login Issues, Web/Proxy and outlook exchange server connectivity, RAS Tools and Pulse Secure for SSL VPN.
OJT
The Results Company
06.2019 - 09.2019
- IT Department
- Communicating in Agents and Clients
- Performed basic to advanced troubleshooting step in resolving complex windows related issues
- Troubleshooting Software and Hardware.
- Providing technical support to the agents in the company.
Education
Bachelor of Arts in Science - Information System
ACLC College Taytay
Taytay, Rizal01-2021
Skills
Good Interpersonal skills
Knowledgeable in Windows 10 20H2 Windows Upgrade
Knowledgeable in Exchange online Office 365
Strategic thinking
Creative solutions
Strong analytical skills
Customer focus
Problem-solving abilities
CCMS/Yammer Issue handling
Good communication skills
Knowledgeable in Agile Service Desk softphone
Knowledgeable in Active Directory & Citrix workspace
Knowledgeable in McAfee and Symantec
Knowledgeable in Azure AD
Knowledgeable in Global Protect, F5 and Big IP Client for SSL VPN
Timeline
SAP SME/L2
DXC Technology
04.2025 - Current
SAP Service Desk L1
DXC Technology
11.2023 - 04.2024
CET (Customer Experience Team) / Escalation and Onboarding
DXC Technology
08.2022 - 07.2023
Service Desk Agent – L1
DXC Technology
09.2021 - 07.2022
OJT
The Results Company
06.2019 - 09.2019
Bachelor of Arts in Science - Information System
ACLC College Taytay