Ralphe Julius A. Peraira
Binangonan
Summary
Dedicated and customer-focused IT Service Desk Analyst with over two years of experience, excelling in technical troubleshooting and customer support, recognized for enhancing first-call resolution rates through effective knowledge sharing and process documentation. Resolving complex technical issues, improving IT service delivery and committed to delivering exceptional service in high-pressure environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst L1.5
TELUS Digital
09.2024 - Current
- Answered user inquiries to resolve computer software or hardware operation problems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Participated in after-hours on-call rotation for critical support needs.
- Managed the configuration and setup of customer accounts and systems.
- Assisted in the development and updating of technical documentation and support guides.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
IT Service Desk Subject Matter Expert (SME)
TATA Consultancy Services
11.2023 - 08.2024
- Providing advanced troubleshooting and resolution for critical and high-priority incidents, ensuring minimal disruption to business operations and resolving challenging problems that exceed the capabilities of standard support tiers.
- Created and updated knowledge-based articles and troubleshooting guides, contributing to an increase in first-call resolution rates and supporting team knowledge sharing.
- Handling a wider range of technical support requests, including more complex issues, aging, escalated tickets and other major ad-hoc tasks.
- Ensures correct procedures for proper escalation of unresolved issues and open requests to appropriate internal support teams.
- Upload hardware hash and manage modern management builds for devices in Microsoft Intune Management.
- Providing knowledge, resources, and information to support associates.
IT Service Desk L1 Support
TATA Consultancy Services
07.2022 - 08.2024
- Responsible for answering chats, calls, and handling incidents, requests and service catalog tickets. Providing Level 1 support for Information Technology issues and requests.
- Providing technical support for a diverse range of software, hardware, and Client Virtual Private Network issues by re-updating the VPN certificate in the systems.
- Provides support for Microsoft O365 application installation, un-installation, repair, re-profile and outside the box troubleshooting processes.
- Managing Microsoft active directory and azure user management requests such as unlocking, resetting passwords, multifactor authentication and security group modifications, troubleshooting.
- Assisting users with the installation and configuration of software drivers, network printers and applications into the operating system.
- Knowledgeable in troubleshooting browser issues via reset, updating browser certificates and Internet Explorer configurations.
- Knowledgeable with basic network, IP config /renew and /release.
- Providing support in troubleshooting virtual applications such as Citrix Workspace and Azure Virtual Desktop.
Information System Project Member (Internship)
Phosclay Chemical Manufacturing
02.2022 - 04.2022
- Assisting with the development of project-related documentation.
- Conducting research and gathering data to inform project decisions.
- Analyzing project outcomes and preparing final reports.
Education
Bachelor of Science - Information Systems
University of Rizal System
Binangonan, Province Of Rizal, Philippines01-2022
Senior High School -
University of Santo Tomas Manila
Manila01-2018
Skills
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Onedrive, Onenote): Installation, Uninstallation, Repair, Reprofile, Add-ins Configuration
- Microsoft Active Directory: Unlocking, Resetting User Password, Security Groups Access Modifications
- Microsoft Azure: Managing Modern Device Conversion, User Troubleshooting Tool, Azure Password Reset Tool, Multi-factor Authentication Reset
- Remote Tools: SCCM Remote, Remote Desktop Connection, Quick Assist, Teams Share Screen Control
- Ticketing Tools: Servicenow
- Troubleshooting Software, Hardware, Seamless VPN Issues
- Microsoft Teams: Installation, Uninstallation, Clear Cache, Sign out and Sign in troubleshooting
- Browser Troubleshooting
- Remote Desktop Client Troubleshooting
- Network troubleshooting
- Ticketing system proficiency
- Mac systems
Certification
- Webinar on Microsoft Azure Fundamentals, March 2022
- Bps : Environment Health & Safety_foundation Domain Advisory: Foundation_generative Ai, July 2022
- Process : Itil Foundation Certification, September 2022
- It Infrastructure Services : Cbo Sales & Solutions Global Technology Tribe Curriculum, April 2023
- Growth & Transformation : Awareness E0 Proficiency, July 2023
- Domain Advisory: Foundation Generative AI, March 2024
- Technology : Generative AI Foundation Curriculum, March 2024
- Foundational Generative Ai, June 2024
Timeline
IT Service Desk Analyst L1.5
TELUS Digital
09.2024 - Current
IT Service Desk Subject Matter Expert (SME)
TATA Consultancy Services
11.2023 - 08.2024
IT Service Desk L1 Support
TATA Consultancy Services
07.2022 - 08.2024
Information System Project Member (Internship)
Phosclay Chemical Manufacturing
02.2022 - 04.2022
Bachelor of Science - Information Systems
University of Rizal System
Senior High School -
University of Santo Tomas Manila
Similar Profiles
Stephanie UllianStephanie Ullian
AI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus InternationalAI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus International
Yann LescarbeauYann Lescarbeau
Senior Strategy Manager – Interlock and Growth Office at TELUS & TELUS Digital ExperienceSenior Strategy Manager – Interlock and Growth Office at TELUS & TELUS Digital Experience
WILLIAM D. COLEMANWILLIAM D. COLEMAN
US INTERNET SEARCH RATER at TELUS DigitalUS INTERNET SEARCH RATER at TELUS Digital
RAQUEL RACMAN MORGARAQUEL RACMAN MORGA
Claims Specialist | VA at Audiology Success LLCClaims Specialist | VA at Audiology Success LLC
Restituto Villar Jr.Restituto Villar Jr.
Project Sales Engineer at Eleksis Marketing CorporationProject Sales Engineer at Eleksis Marketing Corporation