Virginia Manenti

Experienced IT professional with 15+ years in technical support, service delivery, and internal IT operations, I specialized in helpdesk leadership, cloud access management (AWS, OKTA), SaaS tool integration, and compliance support. Skilled in aligning IT processes with security standards and enabling cross-functional collaboration to drive scalable, secure, and efficient IT environments.

Helpdesk Support (Level 1–2) / AWS IAM Administration / OKTA Administration / Jenkins Administration at Astropay (2022-08 – Present)

Comprehensive IT support and cloud access management including helpdesk support, user lifecycle management, AWS IAM administration, OKTA administration, Jenkins administration, and compliance support

• Troubleshooting VPN, SQL database connections, Gmail, Google Drive, MS Office, and Jenkins jobs
• User Lifecycle Management: Onboarding/offboarding, PC request and pickup, OKTA account creation, and group assignment via internal Group Matrix
• AWS IAM Administration: Policy updates and permission set creation/Access management for EC2, Route53, SFTP, Secrets Manager
• OKTA Administration: User provisioning and deprovisioning, SSO/SCIM app integrations, group-based access configuration
• Jenkins Administration: Role creation and assignment for CI/CD users
• GitHub: Repository-level permission management aligned with approval workflows
• Drafting and communicating new policies and procedures to standardize IT operations
• Supporting PCI, KPMG, and safeguarding audits: Evidence gathering, log extraction, and remediation implementation

IT ServiceDesk Team Leader at DXC Technology (2018-06 – 2022-08)

Leadership and quality management for IT ServiceDesk operations

• SLA & FCR review
• Backlog ownership
• Knowledge Base champion
• Monitoring & Coaching
• Customer Satisfaction performance review

QA Analyst at DXC Technology (2020-01 – 2022-08)

Quality assurance and performance coaching for ServiceDesk team

• Quality monitoring evaluations to ServiceDesk Analyst
• Coaching and feedback
• Calibrations with Client
• PIP coaching for low performers
• CSAT review and followup

Service Management Support Analyst at IBM/Lenovo (2009-01 – 2016-12)

Service management support and business process support

• BP support

Tech support Agent at Teletech Argentina (2005-01 – 2008-12)

Technical support for Kodak Picture makers for US customers

• Remote troubleshooting providing instructions to customers
• QA promoted after 2 years