Nitchel Jr Olid
Summary
Seeking a career in a reputable company where my skills can contribute to achieving company goals. As a Technical Lead, I ensure alignment with client requirements and business objectives, prioritize projects to meet targets, and provide strategic leadership to enhance customer satisfaction and revenue growth. A complex problem-solver with strong analytical, communication, and teamwork skills, I quickly adapt to new environments. Eager to contribute to team success, I bring a positive attitude, commitment to continuous learning, and a drive for professional growth.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Microsoft 365 Technical Lead | Technical Process S
Infosys BPM
07.2024 - Current
- • Serve as Microsoft 365 Subject Matter Expert (SME), providing prompt and expert assistance to M365 Support Ambassadors for technical issues and inquiries related to Microsoft 365 applications. This includes troubleshooting and resolving challenges with Teams, SharePoint, OneDrive, Exchange, and other key services within the Microsoft 365 suite.
- • Provide expert recommendations to M365 Support Ambassadors through consultations, ensuring they are equipped with the knowledge to resolve issues effectively. I also handle escalated tickets that require intervention from the Microsoft Product Group or Backend Engineers, ensuring timely and efficient resolution of complex technical challenges.
- • Proactively identify and share relevant documentation for technical issues and solutions. Additionally, I assist M365 Support Ambassadors by guiding them through troubleshooting steps and helping replicate issues, ensuring efficient resolution of customer problems while enhancing the overall knowledge of the team.
- • Collaborate with the Customer Account Manager, Incident Manager, and the Microsoft Product Group Team to resolve complex issues efficiently. I ensure that all inquiries are addressed quickly and effectively, meeting established timeframes and maintaining high standards of service delivery
- • Manage escalated tickets and supervisor calls (supcalls), providing expert guidance and resolution for complex issues that require advanced technical knowledge or escalation to higher support levels.
Microsoft O365 Support Ambassador - Concierge
Rhipe Philippines Inc.
10.2022 - 07.2024
- Provide front-line end-user and administrator support for customers, being available and the 1st point of contact by responding to customer requests on time via phone, email, and remote support tool modalities, providing resolutions within pre-defined SLA timeframes
- Follow call logging, efficient backlog management, escalation process & procedures and provide high-quality case documentation for all work performed on service requests
- Perform detailed problem analysis with varying degrees of complexity, asking probing questions in a respectful manner to ensure understanding of the customer's request for help
- Installation, configuration, and break-fix support for Office 365 suite on various customer platforms including but not limited to a pure cloud and hybrid environments
- Diagnose complex technical problems and create test scenarios on a wide variety of platforms
- Serve as the product expert for the Office 365 suite of applications and their capabilities whilst staying abreast of the latest product reviews, updates, and roadmaps
- Collaborate with internal support groups and the Microsoft internal engineering team to align on escalations and resolve complex system bugs that were reported by customers
- Responsible for efficiently managing the relationship with customers while accurately documenting ticket activity, details, and outcomes
- Collaborate with other teams and staffs at different levels (Subject Matter Experts, 2IC's and NEXT Team, etc.) to find the best fit solutions for customers
- Create Tickets and provide complete documentation of the process or troubleshooting Steps base on support knowledge base
- Grow to become a Subject Matter Expert in Client Software products and related technologies to help drive product improvements and mentor other engineers
Senior IT Service Desk Analyst
HCL Technologies Philippines, Inc.
01.2021 - 10.2022
- Senior IT Support Analyst is a highly technical and specialized role which involves providing remote support to our worldwide HCL Client Software
- Serve as the first point of contact for internal staff seeking technical assistance over the phone and/or chat to provide application support, performing remote troubleshooting through diagnostic techniques and pertinent how to questions
- Provide remote enterprise technical support for our web-based software products used by multiple companies worldwide
- Manage customer-reported problems based on severity and impact
- Diagnose complex technical problems and create test scenarios on a wide variety of platforms
- Identify potential product defects
- Deliver accurate solutions in a timely and effective manner
- Work effectively within a team environment and foster good relationships with cross functional teams to help customers achieve their goals with Client Software
- Occasionally provides backup support to other members of the team
- Create Tickets and provide complete documentation of the process or troubleshooting Steps base on support knowledge base
- Grow to become a Subject Matter Expert in Client Software products and related technologies to help drive product improvements and mentor other engineers
Senior IT Service Desk Analyst
Teksystems Philippines
10.2019 - 01.2021
- Conduct troubleshooting to resolve IT-related and application issues for all ATI Employees
- Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end-users
- Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory
- Knowledgeable in File share issue (Mapping File share, checking permission, updating members on File share group)
- Familiar in Troubleshooting and resolving issues with MS office applications, Windows Operating system, internet explorer, connectivity issues, such as VPN, LAN, wireless etc
- Occasionally provides backup support to other members of the team
- Create Tickets and provide complete documentation of the process or troubleshooting Steps base on support knowledge base
- Dispatches request tickets to other IT organizations and follows defined IT escalation procedure for unresolved incident tickets
IT Helpdesk Analyst
Unisys Philippines Inc.
03.2018 - 09.2019
- Provide High Level of customer service solutions to end user's PC technical problem
- Diagnoses, all inquiries, work requests, reported issues related to IT-supported systems and equipment's, essential software, anti-virus and managed desktop tools
- Knowledgeable in using Active Directory
- Unlock account, Password Reset, adding user account to security groups etc
- Knowledgeable in File share issue (Mapping File share, checking permission, updating members on File share group)
- Familiar in Troubleshooting and resolving issues with MS office applications, Windows Operating system, internet explorer, connectivity issues, such as VPN, LAN, wireless etc
- Familiarity and good working knowledge in troubleshooting software and PC hardware
- Create Tickets and provide complete documentation of the process or troubleshooting Steps base on support knowledge base
- Dispatches request tickets to other IT organizations and follows defined IT escalation procedure for unresolved incident tickets
IT Request Management Specialist
Teleperformance Philippines
09.2017 - 03.2018
- Provide excellent customer service solutions to users pertaining to PC technical problem
- Performs password reset/unlock via call and or Ticket for all Teleperformance employees
- Performs AD account Modification / Mirroring account via Active Directory
- Responsible for first level of Technical service support
- Diagnoses, all inquiries, work requests, reported issues related to IT-supported systems and equipment's, essential Teleperformance software, anti-virus and managed desktop tools
- Host conference bridges for Internal and external Change Request that will need representation from IT
- Dispatches request tickets to other IT organizations and follows defined IT escalation procedure for unresolved incident tickets
Education
Bachelor of Commercial Science - Management
Jose Rizal University
Mandaluyong City, Metro Manila, Philippines 04.2001 - 01.2010
Skills
Microsoft 365 Microsoft Exchange Microsoft admin Account Administration Active Directory Microsoft 365 Security Microsoft Applications Microsoft Copilot Microsoft Intune Microsoft Office Microsoft OneDrive SharePoint Administration SharePoint Microsoft Teams Microsoft Teams Admin Copilot Exchange Admin Center Domain Name System (DNS) Email Management ITIL Process Multi-factor Authentication Office 365 Administration Password Management Problem Solving Skill Development Powershell PowerShell for Office Online Server
Personal Information
- Place of Birth: Pasig City
- Height: 5'7 ½
- Citizenship: Filipino
- Date of Birth: 06/04/88
- Marital Status: Single
- Religion: Roman Catholic
Timeline
Microsoft 365 Technical Lead | Technical Process S
Infosys BPM
07.2024 - Current
Microsoft O365 Support Ambassador - Concierge
Rhipe Philippines Inc.
10.2022 - 07.2024
Senior IT Service Desk Analyst
HCL Technologies Philippines, Inc.
01.2021 - 10.2022
Senior IT Service Desk Analyst
Teksystems Philippines
10.2019 - 01.2021
IT Helpdesk Analyst
Unisys Philippines Inc.
03.2018 - 09.2019
IT Request Management Specialist
Teleperformance Philippines
09.2017 - 03.2018
Bachelor of Commercial Science - Management
Jose Rizal University
04.2001 - 01.2010
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