Elshid Danzen Aquino

IT professional with 7+ years of experience across identity and access management, service desk support, and systems administration — including Active Directory, Microsoft Entra ID, Okta, user provisioning/deprovisioning, MFA/SSO, and Microsoft 365 administration. Experienced supporting authentication, authorization, and identity-related services for enterprise user bases while maintaining security and compliance standards. Skilled in end-to-end network connectivity troubleshooting (Wi-Fi, TCP/IP, DNS, VPN) across Windows environments.

IT Service Desk Analyst (Okta / IAM Team) - WIPRO

(2022-02 - 2026-06)

• Serve on the Okta IAM team supporting 500–2,000+ users — administering application access assignments, MFA/authenticator enrollment (Okta Verify, YubiKey, biometrics), account recovery, and password resets; diagnose authentication issues via system log review before applying fixes.
• Manage user provisioning, deprovisioning, and access changes across Active Directory, Microsoft Entra ID, Salesforce, and internal business applications, applying least-privilege and RBAC principles while maintaining 90–95% SLA compliance across 20+ tickets daily.
• Administer Microsoft 365, Exchange Online, and Intune — managing mailbox permissions, shared mailbox access, and mobile device enrollment/compliance.
• Troubleshoot enterprise applications and remote environments (Citrix, JD Edwards, IBM AS400) alongside Windows, Outlook, Teams, and VPN issues; diagnose and resolve Wi-Fi, TCP/IP, and DNS connectivity issues (adapter resets, IP renewal, DNS flush, VPN routing) for Nam, EMEA and APAC users.
• Conduct access reviews and audit group memberships/permissions to support security and compliance; manage incidents via ServiceNow and Jira in an ITIL-aligned environment, escalating complex issues to infrastructure, application, and security teams.

IT Administrator Assistant - Alabang Town Center

(2019-12 - 2021-12)

• Managed user accounts and access requests through Active Directory, including account creation, modification, password resets, unlocks, and group membership administration.
• Provided end-user and infrastructure support — Windows workstations, business applications, POS systems, and network troubleshooting (Wi-Fi connectivity, DNS, TCP/IP, adapter/driver issues) — across multiple business units.

IT Security (IAM) - Security Bank

(2018-12 - 2019-06)

• Provided first-level IAM support, managing user provisioning, deprovisioning, and access modifications across Active Directory and Azure AD within SLA targets.
• Investigated and resolved authentication, authorization, and access-related incidents; supported identity lifecycle (Joiner-Mover-Leaver) processes and maintained IAM documentation and runbooks.

BS - Information Technology - Cavite State University (2014 - 2018)