IT Support SpecialistIT Support Specialist
Jennibieve
ID Verified$1,300
per month
($7/hour)
Profile Description
Dedicated IT professional with over 5 years of BPO and IT experience, specializing in Identity and Access Management (IAM), IT Service Desk operations, and data security since 2021. Proven track record in managing user account lifecycles, Privileged Access Management (PAM), SSO, MFA, and O365 administration while ensuring strict compliance with IT security policies. Recognized for strong technical troubleshooting, clear stakeholder communication, and a background in sales and property management...
Top Skills
Skills & Expertise
Skill Levels Explained:
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Customer Success
Work Experience
Systems Analyst - SD
Cognizant Technology Solutions Philippines, Inc.
Jan 2026 - Oct 2026
Key Achievements:
- Ticket Management - Assist users with raised tickets, ensuring proper documentation and resolution within SLA timelines. Track, update, and close tickets accurately. Escalate complex issues to higher support tiers when necessary. - Troubleshooting - Diagnose and resolve hardware and software problems. Perform application installations, laptop reimaging, and device setup. Provide clear guidance to users for recurring technical issues. - User Account Management - Create and manage privileged accounts. Handle password resets, access requests, and account provisioning. Ensure compliance with IT security and access control policies. - O365 Administration - Assign licenses and manage subscriptions. Create shared mailboxes, distribution lists, and manage email aliases. Support end-users with Outlook and other O365 applications. - Knowledge Sharing - Document and share new solutions with the team. Assist colleagues with complex issues and contribute innovative ideas. Promote continuous improvement in service delivery.
Data Security Analyst IT Identity and Access Management Team
Alorica Teleservices Inc.
Aug 2022 - Oct 2025
Key Achievements:
- Ticket management: Concise and precise updates in all tickets notes through the ticket lifecycle related to actions performed, escalations if required, and the clarity sought from stakeholders regarding task and timeline of the request. - manage all users and system accounts through the account lifecycle, including provisioning, entitlement changes, deactivation, and deletion in accordance with the established service levels. - Perform access and entitlement reviews in accordance with the established service levels. - Assist with Identity and Access Management related initiatives, including activity coordination, communication and implementation. - Manage Identity and Access Management, Privileged Access Management, SSO, Multi-Factor Authentication, Mobile Device Management and Vaulting Services.
End User Support Technician Site IT Operations
Alorica Teleservices Inc.
Jan 2021 - Jul 2022
Key Achievements:
- Represented the team during IT project calls, problem calls and changes. - Managed building and device configuration for new projects onsite. - Managed purchase requests for the IT team and operations purchase requests.
Jr IT Helpdesk
Seven Seven Global Services Inc.,
Sep 2019 - Dec 2020
Key Achievements:
- Diagnosing and resolving machines and network related issues. - Assisting users in software and hardware installation/configuration.