Senior IT Specialist – Global Onboarding, Identity & Access Management / Enterprise Service Desk at AON (2015-05 – 2026-02)
Supported enterprise IT operations by managing the end-to-end user lifecycle, identity and access management, and providing Level 1 and Level 2 Service Desk support to colleagues across APAC, EMEA, North America, and Latin America. Collaborated with HR, hiring managers, application owners, and global IT teams to deliver secure, timely, and compliant access to enterprise systems while maintaining a high level of customer service.
- Managed end-to-end onboarding, offboarding, transfers, and user lifecycle activities across multiple global regions.
- Provisioned, modified, and revoked user access to Active Directory, Microsoft 365, VPN, VoIP, NTFS permissions, shared resources, and enterprise business applications.
- Streamlined Day 1 readiness by provisioning 50+ secure new hire onboarding requests monthly, consistently meeting SLA targets and reducing onboarding friction.
- Led 8 recurring quarterly, bi-annual, and annual SOx user access reviews for hundreds of accounts, ensuring 100% compliance with corporate security audits.
- Investigated and resolved account provisioning, authentication, and access-related issues while ensuring compliance with security policies.
- Coordinated with infrastructure, application, and licensing teams to resolve complex access and entitlement issues.
- Facilitated quarterly ShareIT knowledge-sharing sessions and mentored new team members on onboarding, IAM processes, and Service Desk best practices.
- Participated in Lean Six Sigma initiatives to streamline onboarding workflows and improve operational efficiency.
- Contributed to the development and maintenance of knowledge base articles and standard operating procedures.
- Provided Level 1 and Level 2 technical support to Aon colleagues via phone, email, Microsoft Teams, and ServiceNow.
- Diagnosed and resolved Windows, Microsoft 365, Outlook, Teams, VPN, Active Directory, network connectivity, printer, hardware, and software issues within established SLA targets.
- Performed account administration, password resets, account unlocks, mailbox troubleshooting, and remote desktop support.
- Investigated incidents, service requests, and technical issues, escalating unresolved problems to specialized support teams while maintaining ownership until resolution.
- Assisted users with Microsoft Office applications, collaboration tools, enterprise applications, and remote access technologies.
- Maintained accurate ticket documentation and knowledge articles to improve first-contact resolution and support consistency.
- Delivered excellent customer service by communicating technical issues in a clear and user-friendly manner to non-technical employees.
Desktop Support Engineer at TELETECH (TTEC) (2014-01 – 2015-12)
- Delivered technical support for Windows workstations and enterprise applications.
- Supported Active Directory user administration, password resets, desktop deployments, and hardware troubleshooting.
- Installed and configured software applications and operating systems.
- Assisted with IT asset inventory and office technology support.
Desktop Support Engineer at EXL SERVICE PHILIPPINES (2009-01 – 2014-12)
- Provided L1/L2 desktop and technical support within a BPO environment.
- Supported Windows desktops, laptops, Microsoft Office, Outlook, printers, mobile devices, and conference room technologies.
- Performed workstation imaging, software installations, hardware troubleshooting, and asset management.
- Resolved network connectivity and Active Directory account-related issues.
- Collaborated with infrastructure and network teams on escalated incidents.
