rayan.delosreyes
About Me
Education
Nueva Ecija University of Science and Technology 2010 to 2014
Bachelor of Science in Information Technology
College Graduate
Work & Experience
Zendesk Incorporated October 2021 - Present
Service Desk Associate
As a seasoned IT professional, I offer extensive experience in support roles focused on MDM-managedApple/Mac hardware, particularly within an enterprise environment. Additionally, I am highly proficient insupporting Windows operating systems and provisioning Windows machines. My expertise extends toadministering and supporting crucial applications such as Google Workspace, LinkedIn Sales Navigator,Zendesk, Salesforce, BetterCloud, Jamf, Okta, Jira, Confluence, Slack, and Zoom. A key aspect of my role has been managing employee lifecycle processes, including onboarding andoffboarding. This involves access provisioning and de-provisioning as well as the collection and deliveryof hardware. I have also been instrumental in maintaining on-site office infrastructure, coveringnetworking, meeting rooms, event spaces, and printers. Furthermore, I bring robust experience in user lifecycle management and project management. I havebeen actively involved in supporting and troubleshooting AV systems for both in-person and hybridevents—skills that are indispensable in today's dynamic work environment.
Far Out Solutions, LCC. March 2021 - July 2021
L1/L2 IT Technical Specialist
My responsibilities consisted of pinpointing both hardware and software remedies, resolving complex technical complications, diagnosing and repairing faults, and addressing network and connectivity issues. I have experience in setting up and configuring both hardware and software tools. By effectively communicating with my colleagues, I have been able to swiftly identify the root causes of their issues. Additionally, I have been actively involved in the whitelisting of external IP addresses for Amazon Web Services (AWS) and Azure. I have developed software automation routines using batch and PowerShell, and have also worked extensively in the virtualization of server and computer endpoints using VMware.
CGI Philippines, Incorporated October 2019 - March 2021
IT Service Desk Analyst
Assisting clients to troubleshoot both software and hardware problems thru email and telephone. Utilizing remote support tools; performed password administration and access support for Active Directory and a number of internal/proprietary systems and applications. Document and track all received requests using ITSM and provide inter-departmental collaboration by escalating unresolved issues to appropriate support functions. Identify priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.
Sykes Asia, Incorporated July 2018 - October 2019
Technical Support Representative
I have been instrumental in assisting clients in resolving software and hardware issues through email and phone support. With the aid of remote support tools, I carried out password administration as well as provided access support for Active Directory and numerous other in-house systems and applications. In order to maintain organized records, all requests received were carefully documented and tracked using ITSM. By escalating unresolved problems to relevant support functions, I encouraged collaboration between departments. I was able to distinguish high-priority situations and foresee potential obstacles, thus ensuring that the set Key Performance Indicators (KPIs) were met within stringent deadlines.
BDO Life Assurance Company, Incorporated January 2017 - February 2018
Financial Advisor
As a dedicated Bancassurance Financial Advisor, my role primarily involved providing clients with informed advice regarding insurance and investment options aligned with their financial demands. Working closely with a portfolio of banking clients, I was responsible for identifying their financial needs and offering tailored insurance and investment solutions.ted with each.
Smart Communications, Incorporated June 2015 - January 2017
Customer Soulutions Office
I effectively offered superior customer service by accurately processing information related to inquiries, issues, and requests about our products and services. My role involved enhancing revenue and expanding our subscription base through successful retention strategies, cross-selling, and upselling of our products and services. Furthermore, I was responsible for delivering excellent client service and overseeing basic inventory management tasks.
Sykes Asia, Incorporated June 2014 - May 2015
Technical Support Representative
My role involved delivering top-notch customer service by efficiently processing information pertaining to inquiries, complaints, and requests related to our products and services. I played a critical role in boosting revenue and growing the subscription base by focusing on customer retention and executing cross-selling and upselling strategies. In addition to providing stellar customer service to our clients, I was equally responsible for basic inventory management tasks.
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