Argani Alunan
Burpengary,QLD
Summary
I am a dedicated and results-driven professional with extensive experience in IT Operations, Service Management, and Knowledge Management. My career spans 15 years, during which I have honed my skills in Capability Development, Infrastructure Engineering, and Cloud Operations. I excel at providing hardware, software, and application support, ensuring seamless IT service delivery and operational efficiency. Passionate about leveraging technology to drive innovation, I thrive in dynamic environments and am dedicated to continuous improvement.
I am currently working as an IT consultant for one of the world’s leading mining industries providing IT service operational support.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Infrastructure Managed Service Specialist
Accenture Australia
Brisbane, Queensland
01.2016 - Current
- Identified and resolved complex technical problems in a timely manner.
- Provided technical support for users on a variety of hardware, software, and network issues.
- Managed the installation, configuration, troubleshooting, and maintenance of all computer systems within the organization.
- Analyze and categorize incoming tickets based on urgency and impact. Ensure high-priority tickets are addressed promptly.
- A structured process is followed for handling major incidents, including forming a dedicated response team, communicating with stakeholders, and conducting a thorough post-incident review
- Coordinated with internal teams to develop solutions that meet business needs.
- Collaborated with other departments to identify areas where technology can improve operational efficiency.
- Developed training materials for end-users on how to use different IT applications.
- Developed and implemented service management processes to ensure optimal customer experience.
- Conducted regular reviews of service delivery operations and identified areas for improvement.
- Assisted with the resolution of escalated issues related to service delivery.
- Established relationships with vendors to ensure efficient procurement of services and products.
- Developed detailed plans for transitioning existing customers onto new services or platforms.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
Technical and Support Lead
Accenture Philippines
Cebu, Cebu
12.2012 - 12.2015
- Provided technical guidance and assistance to staff on assigned projects.
- Resolved escalated technical issues from customers in a timely manner.
- Conducted regular performance reviews of technical support team members to ensure quality assurance standards were met.
- Analyzed customer feedback surveys to determine areas of improvement within the team's services offerings.
- Provided guidance and mentoring opportunities for junior level technical support staff members.
- Implemented best practices for troubleshooting complex technical issues quickly and efficiently.
Training Lead
Accenture Philippines
Cebu, Cebu
11.2011 - 12.2015
- Developed and implemented a comprehensive training program for new employees.
- Created and maintained an inventory of all training materials and resources.
- Provided feedback to staff on areas of improvement identified during training sessions.
- Collaborated with other departments to ensure that training needs were met across the organization.
- Assisted in developing strategies for promoting internal learning opportunities within the company.
- Managed new-hire training on topics such as business standards and compliance requirements.
- Created and utilized lesson plans and teaching materials to enhance classes.
- Collaborated closely with instructors to drive learning objectives, resulting in increase in program completion.
IT Service Management Sr Analyst
Australia Philippines
Cebu, Cebu
09.2010 - 12.2012
- Analyzed and documented customer service data to identify trends in customer needs, preferences and satisfaction levels.
- Developed strategies for improving customer service processes, procedures and policies.
- Provided technical support for customers experiencing difficulties with the company's products or services.
Technical Support Engineer
Convergys
Cebu, Cebu
03.2010 - 07.2010
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Assisted customers with mobile device configuration including email accounts and security settings.
- Assisted users with password resets and account lockout resolutions.
Technical Support Engineer
CallTek International
Cebu, Cebu
05.2008 - 03.2010
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Provided remote assistance to end-users when needed.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Education
Bachelor of Science - Information Technology
Mindanao University of Science And Technology
Cagayan De Oro, Philippines03-2008
Skills
- Incident management
- Staff education and training
- Computer skills
- Data processing
- Product training
- Customer consulting
- Excellent communication
- Technical support
- Process improvements
- Customer service
- IT service delivery
- Operations management
- Performance improvement
- Training needs analysis
- Training delivery
- Troubleshooting and resolution
- System analysis
- Hardware troubleshooting
- Technical troubleshooting
- Remote support
- Software configuration
Certification
- ITIL V3 Foundation Certified
- ITIL V4 Foundation Certified
- Agile Fundamentals
- AWS Cloud Practitioner Certified
- MS Azure Fundamentals Certified
Timeline
Infrastructure Managed Service Specialist
Accenture Australia
01.2016 - Current
Technical and Support Lead
Accenture Philippines
12.2012 - 12.2015
Training Lead
Accenture Philippines
11.2011 - 12.2015
IT Service Management Sr Analyst
Australia Philippines
09.2010 - 12.2012
Technical Support Engineer
Convergys
03.2010 - 07.2010
Technical Support Engineer
CallTek International
05.2008 - 03.2010
Bachelor of Science - Information Technology
Mindanao University of Science And Technology
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