Ray Jayson Aragon

• Deliver comprehensive IT support across end-user devices, including computers,
printers, and mobile equipment, both onsite and remotely, using BMS Kaseya ticketing
system.
• Handle provisioning tasks such as imaging and configuring new computers via OS
Deployer, managing user accounts, and administering onboarding/offboarding
processes.
• Manage password resets, folder permissions, and identity access across Active
Directory, Microsoft 365, Azure, and Exchange environments.
• Administer software tools and systems including Bluebeam, Adobe, Autodesk, Oracle,
and McCormick.
• Maintain asset inventory and procurement workflows using Snipe-IT to track, monitor,
and document all IT equipment.
• Document operational and troubleshooting procedures using IT-Glue to build a robust
internal knowledge base.
• Provide end-to-end CCTV system administration including user access provisioning,
device removal, and integration with Verkada systems; act as liaison with Verkada
support for issue resolution.
• Collaborate with cross-departmental teams to resolve incidents and fulfill service
requests efficiently, ensuring operational uptime and service quality.
• Adapt to high-security protocols and technical demands of working within a U.S. military
base, demonstrating exceptional discipline, confidentiality, and adaptability.

• Led a high-performing team of Subject Matter Experts (SMEs) in delivering performance
improvement initiatives.
• Implemented KPI monitoring dashboards, improved reporting accuracy, and identified
coaching opportunities across multiple teams.
• Spearheaded onboarding for new SME hires and standardized training materials to
improve ramp-up efficiency.
• Collaborated with senior leadership to present strategic insights, risk mitigation plans,
and continuous improvement projects.
• Played a key role in exceeding client SLA targets and process optimization for long-term
scalability.

• Delivered retention-focused customer support to U.S. subscribers by resolving billing,
service, and equipment concerns.
• Navigated complex account information and used persuasive techniques to reduce
churn.

• Provided first-line technical support for internet and telecommunication services for U.S.
customers.
• Assisted with troubleshooting hardware installations, modem/router configurations, and
connectivity issues.