IT Technical Support Specialist

Mar 2025 - Mar 2026

Served as the global first point of contact for IT technicians in education and corporate sectors. Diagnosed and resolved incidents, prioritized support requests, ensured high ownership and technical proficiency. Handled access-related issues, provided customer support articles, and documented technical summaries of system changes.

IT Technical Support Specialist

Jul 2023 - Mar 2025

Served as the global first point of contact for IT technicians in education and corporate sectors. Diagnosed and resolved incidents, prioritized support requests, ensured high ownership and technical proficiency. Handled access-related issues, provided customer support articles, and documented technical summaries of system changes.

L2 GSOC Analyst (Global Security Operations Center)

Mar 2021 - Jun 2023

Monitored global security defenses in real-time, responding instantly to active cybersecurity threats and physical security risks such as facility break-ins or natural disasters. Integrated cybersecurity alerts with physical security incidents to maintain 24/7 operational security.

Global IT Helpdesk

Oct 2014 - Mar 2021

Provided technical support for tool access, application and software errors, and internal office account setups. Managed company resource credentials including logins, emails, and access for remote and offshore users. Coordinated with internal and external IT and client teams via email, chat, and calls to resolve issues.

BPO Transaction Specialist

Jul 2011 - Sep 2014

Supported daily administrative requests from operations managers across business lines. Generated user profiles for system tool access and communicated with operations supervisors and requestors for clarifications and assistance via email and chat.

Level 2 – Technical Support Representative

Dec 2010 - Jun 2011

Provided technical assistance to customers experiencing internet and phone connection issues, performing troubleshooting and resolving problems to ensure service continuity.

Level 2 – Technical Support Representative

Jul 2009 - Oct 2010

Provided technical assistance for internet and phone connection issues, performing minor troubleshooting over the phone to resolve customer problems efficiently.