IT SERVICE DESK ANALYST at Microsourcing Philippines Inc. (2023-02 – 2026-06)
- Managed end-to-end user lifecycle in Active Directory, including account provisioning, modifications, deactivation, and access control management
- Supported Microsoft 365 (Exchange Online, Outlook, Teams) administration and troubleshooting, including shared mailboxes, permissions, and user access concerns
- Administered and supported Exchange Online, including shared mailboxes, distribution lists, and mailbox permissions via Exchange Admin Center (EAC)
- Utilized ServiceNow for incident management, request fulfillment, ticket tracking, and escalation in a high-volume support environment
- Configured and maintained Microsoft Exchange environments, improving email system reliability and overall communication efficiency
- Provisioned and managed multi-factor authentication (MFA) access, including on-prem RSA tokens and cloud-based authentication tokens, ensuring secure user access
CASUAL IT SERVICE DESK ANALYST at Optum (2021-12 – 2022-11)
- Provide technical support to onshore Optum employees, troubleshooting hardware, software, tools, and access-related issues
- Supported RSA token enrollment and multi-factor authentication (MFA) setup for remote users, ensuring secure system access
- Assisted users with password resets, Windows Hello setup, and smart card registration to support secure authentication processes
- Delivered remote troubleshooting and issue resolution using Quick Assist, minimizing downtime and improving user experience
- Consistently met SLA targets while maintaining high-quality customer service and effective communication with end users
Business Process Delivery Associate at Accenture (2021-02 – 2021-12)
- Supporting Verizon Business customers (Voice)
- Handled device concerns, including troubleshooting, replacements, and service requests
- Coordinated with technical teams and field support when escalation was required
- Delivered support via calls while maintaining high customer satisfaction
One Service Consultant at Telstra International Philippines Inc. (2019-09 – 2021-02)
- Supporting Telstra Consumer accounts (Voice and Chat)
- Troubleshot customer internet connectivity issues, including slow speed, no connection, and intermittent service
- Guided customers through basic to advanced troubleshooting steps to restore service
- Processed postpaid device applications, including account verification and eligibility checks
Customer Service Representative at Telstra Powered by Teletech (2018-10 – 2019-09)
- Provided customer support for telecommunications services, assisting with billing, account, and service-related concerns
- Handled internet and network troubleshooting, including no connection, slow speed, and intermittent service issues
- Guided customers through step-by-step troubleshooting to restore service and improve connectivity
- Assisted in processing postpaid device applications, account verification, and eligibility checks
Technical Chat Support at Convergys Philippines (2016-09 – 2018-10)
- Supporting Quickbooks Online concerns through Chat
- Provided customer support for QuickBooks Payroll, assisting clients with payroll processing and system navigation
- Guided users in setting up employee profiles, pay schedules, and tax information within the QuickBooks Payroll platform
- Assisted in processing payroll, including salary calculations, deductions, and direct deposits
- Troubleshot payroll-related issues such as incorrect calculations, tax discrepancies, and system errors
- Supported customers with payroll tax setup and compliance, including federal and local tax configurations
In-Store Specialist at Sony Philippines (2013-07 – 2016-11)
- Sales Specialist for Sony Centre Stores in Dumaguete and Cebu.
Roving Promodiser at Ace Hardware SM City Consolacion and Jcentre Mall (2012-10 – 2013-03)
- Promoting Eglo lighting products using targeted merchandising strategies to enhance product visibility and customer engagement in retail environments.
Production Worker at Sunpride Foods Inc. (2012-02 – 2012-07)
- Production worker for Sunpride Foods products (Packing area)
Sales Utility Clerk at Gaisano Grand Fiesta Mall (2011-09 – 2011-12)
- Delivered exceptional customer service, selling store products and resolving issues to ensure customer loyalty and repeat business.
