Justin Albert M. Aurelio
Service Desk Engineer
106 Magtanggol Street BRGY 29, Caloocan City
Summary
Experienced IT Support Specialist with 10+ years of hands-on experience in technical support, service desk operations, and enterprise IT environments. Proficient in resolving issues across global teams using tools like ServiceNow, Active Directory, Entra, EAC and Office 365. Skilled in supporting remote access technologies such as VPNs (Cisco, Zscaler, Global Protect) and Citrix, as well as managing mobile and endpoint devices through MDM platforms. Recognized for problem-solving abilities, collaborative approach, and dedication to delivering efficient IT solutions. Eager to apply expertise to drive IT operations forward in a dynamic, user-centric organization.
Overview
14
14
years of professional experience
Work History
Service Desk Engineer
Eze Castle Integration (MSP)
11.2022 - Current
- Administered Active Directory to manage user accounts, ensuring seamless access and security for company employees
- Executed onboarding and offboarding procedures by creating, disabling, and modifying user accounts using Active Directory, Entra and O365
- Troubleshoot Windows 8, 10 and 11 operating systems, resolving user issues to enhance system performance and user satisfaction
- Installed and administered MS Office Suite, including Office 365, to ensure efficient email configuration and troubleshooting for improved productivity
- Administered and troubleshoot Citrix and VPN connections, ensuring secure and reliable remote access for end users
- Utilized Proofpoint and Mimecast email filters to enhance email security and reduce spam for company employees
- Installed and troubleshoot desktop software, improving system performance and user productivity
- Supported and administered MDM solutions, ensuring secure and efficient mobile device management for company employees
Service Desk / Help Desk
Unisys Philippines Limited LLC
11.2018 - 11.2022
- Utilized ticketing systems SNOW and Remedy to efficiently track and resolve service desk issues, enhancing overall customer satisfaction
- Performed password resets and managed AD group memberships using Active Directory, ensuring seamless access for company employees
- Supported company employees through phone, chat, and email, resolving software and hardware issues to improve user productivity
- Guided end users in setting up VPNs using Cisco AnyConnect and Zscaler, ensuring secure remote access and connectivity
- Deployed software to end users' machines via Portal Manager (IVANTI), streamlining application access and enhancing operational efficiency
Service Desk / Help Desk
Atos
01.2018 - 11.2018
- Reset credentials for all employees using Active Directory, ensuring seamless access to necessary systems
- Resolved software and hardware issues for users by utilizing company applications, enhancing user productivity and satisfaction
- Set up and troubleshot email on Outlook and corporate/personal mobile devices, ensuring reliable communication channels
- Assisted users in setting up connections for Cisco VPN, Virtualization, and Avaya phone, improving remote work capabilities
- Utilized the ServiceNow ticketing system to efficiently manage and resolve service requests, improving response times
Subject Matter Expert / Member Care Specialist
Convergys Philippines
07.2015 - 10.2017
- Guided Tier I and II Technical Support Representatives on using the Workflow Engine (WFE) and available resource tools, ensuring immediate resolution of customer issues
- Monitored inbound / outbound calls to ensure agents followed client and company procedures, and sent WFE conformance and real-time staffing reports to Operations Managers for informed decision-making
- Conducted station audits to identify unusable stations and resolved issues internally before escalating to Facilities or IT Department, improving operational efficiency
- Acted as IT Point of Contact for the program, attending IT tests during network service updates or client releases, ensuring seamless integration and functionality
Tier II Technical Support Representative
Convergys Philippines
08.2012 - 07.2015
- Troubleshoot member's technical issues related to IPTV, HSIA and CVOIP
- Create service order request to facilitate the member's need for added services. Educate them for the price change, terms and conditions and email them helpful articles about the order
- Provide billing assistance to the member's MRC. Process adjustment for any disputes or explain to them about the charges. Educate the customer how to use self-help options.
Collections agent
AEGIS People Support
08.2011 - 07.2012
- Ensure customer satisfaction in all transactions.
- Communicate effectively and efficiently with internal and external customers using foreign language required by the account.
Education
Bachelor of Science - Information Technology
University of the east
01.2005 - 1 2008
Training
Rivan IT Training/Review Center, Alumni
Timeline
Service Desk Engineer
Eze Castle Integration (MSP)
11.2022 - Current
Service Desk / Help Desk
Unisys Philippines Limited LLC
11.2018 - 11.2022
Service Desk / Help Desk
Atos
01.2018 - 11.2018
Subject Matter Expert / Member Care Specialist
Convergys Philippines
07.2015 - 10.2017
Tier II Technical Support Representative
Convergys Philippines
08.2012 - 07.2015
Collections agent
AEGIS People Support
08.2011 - 07.2012
Bachelor of Science - Information Technology
University of the east
01.2005 - 1 2008
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