Aries Jarabo

I’m an IT Service Desk Analyst focused on delivering reliable, high-quality technical support across BPO and security monitoring environments. I specialize in diagnosing and resolving complex hardware, software, and infrastructure issues while keeping service disruption to a minimum.

In my roles, I’ve handled end-user support remotely for global clients and across multiple locations, troubleshooting NVR computers, IP cameras, and network infrastructure like routers and switches. I’ve also supported software deployments by testing and deploying proprietary software bugfixes with a development team.

I’m strong in incident and service request management, consistently meeting SLA targets and resolving 20–35 tickets daily while maintaining 90%+ SLA compliance. I maintain operational accuracy through inventory and asset management, and I’ve sustained a 90%+ QA score while handling 35+ tickets daily.

I bring a security-minded approach through skills in Active Directory, Group Policy (GPO), Domain Management, Microsoft 365 Administration, and cybersecurity fundamentals. I’m also excited by emerging tech—using AI and machine learning concepts to improve IT workflows, supported by ITIL v4 and service management tools like ServiceNow and FreshService.