Technical Onboarding Specialist at Kaseya at Carabao Cloud Solutions (2025-10 – 2026-03)
- Conduct detailed reviews of system settings, workflows, and configurations to ensure proper setup, optimal performance, and compliance with company standards.
- Perform regular IT system audits to evaluate security, performance, and efficiency; identify potential risks and areas for improvement.
- Document audit findings clearly and recommend actionable solutions or process enhancements to maintain system integrity
- Monitor and maintain automation workflows, ensuring smooth execution of business processes and timely issue resolution
- Troubleshoot configuration, access, and performance issues across various platforms, providing technical resolutions in a timely manner.
- Provide guidance and user support, including explaining available resources, help channels, and escalation processes for reporting issues.
- Collaborate cross-functional with other departments to resolve onboarding challenges and streamline IT processes for new users.
- Partner with internal IT and DevOps teams to deploy fixes, optimize workflows, and implement process improvements.
Assistant Department Manager at Golden Arches Development Corporation (McDonald's) (2023-07 – 2025-08)
- Attends to guest inquiries/concerns and manages guest experience to ensure external customer's satisfaction
- Identify factors that may negatively impact guest experience and execute plan to improve guest service within the restaurant
- Maintains stock levels and assists in receiving products by checking order accuracy, quality and condition
- Conducts in-restaurant implementation of new marketing plans and procedures, including handling of profitability of sales and marketing promotions in relation to various segments like Happy Meal/s and McCelebration/s to maximize sales potential within the community
- Schedules activities to build the business on all areas of store marketing such as community visits, large food order, etc.
- Helps review guest count and sales projections (forecasting of store marketing and assessment of daily, weekly & monthly store marketing sales targets)
- Ensures all security procedures (restaurant safety in all areas & first aid) and cash handling policies are executed properly
- Led team training initiatives focused on service excellence and operational protocols, contributing to a 12% boost in overall sales revenue and fostering a positive work environment recognized through employee engagement surveys increasing by 18%.
Service Desk Associate at Telus International Digital Solutions (2023-01 – 2023-06)
- Tracks and monitors the status of issues to ensure proper follow-up and resolution.
- Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner.
- Responds to escalation requests and notify management as required.
- Informs Tier 2 and Tier 3 support of incidents affecting service interruption
- Escalates if the ticket is not accepted or resolved by support groups within targeted SLA's.
- Maintains a high degree of customer service for all support queries and adhere to all service management principles.
- Resolved over 1,200 user-reported device issues monthly by diagnosing hardware and software malfunctions, achieving a first-call resolution rate of 92%, significantly reducing downtime.
- Provided remote troubleshooting support through chats and calls, increasing customer satisfaction scores by 15% and decreasing average resolution time by 20 minutes per incident
Service Desk Analyst at Alorica Teleservices Inc. (2021-03 – 2022-07)
- Resolved over 1,200 global end-user IT support tickets monthly by diagnosing hardware and software issues, reducing resolution time by 30% and enhancing user satisfaction scores by 15%.
- Implemented troubleshooting protocols that decreased repeat incident rates by 25%, ensuring consistent issue resolution and streamlining escalation procedures for complex cases.
- Led remote training sessions for new users across five continents, increasing first-contact resolution rates by 20% and improving overall team efficiency through knowledge sharing.
- Interacts with call center agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries
- Troubleshoots and identifies technical problems diagnoses error messages, determine causes, and either provide resolution or escalates to the proper support team.
- Contributing to the development and maintenance of knowledge base articles and documentation.
Onboarding Specialist at Kaseya
- Led onboarding sessions for enterprise clients adopting Kaseya's SIEM solutions, ensuring smooth deployment and integration into their existing IT infrastructure.
- Designed and delivered tailored training programs to IT administrators and security teams, empowering them to effectively use SIEM tools for threat detection and compliance.
- Guided cross-functional teams through complex SIEM configurations, log ingestion, and alert tuning to align with organizational security policies.
- Developed standardized onboarding playbooks and best practices, reducing average onboarding time by 20%.
- Introduced metrics-driven dashboards to track onboarding success, client adoption rates, and incident response improvements.
