ABEGAIL MAÑALAC
IT Support Specialist | Data Analytics Lead
Taytay,Rizal
Summary
Microsoft 365 Support Specialist and Data Analyst with 10+ years of experience across Exchange Online, SharePoint, OneDrive, Microsoft Teams, and Azure Entra. Skilled in troubleshooting complex technical, licensing, and billing issues while driving operational efficiency. Currently expanding expertise in data analytics with Power BI, SQL, and Python, as well as cloud technologies and security in Azure, AWS, and Fortinet. Passionate about leveraging data to uncover insights and enable smarter, evidence-based business decisions.
Overview
13
13
years of professional experience
11
11
Certificates
Skills
Microsoft 365 & Exchange: Strong knowledge of M365 services (Exchange Online, Teams, SharePoint, OneDrive) and Exchange Server (2007–2016)
Security & Compliance: Familiar with Microsoft Defender, Purview, Entra ID (Azure AD), and SC-900 concepts including identity, compliance, and data protection
Cloud & Automation: Understanding of Azure fundamentals (AZ-900), with exposure to AWS services such as EC2, S3, IAM, and Amazon Lex; experienced in using Power Automate for workflow automation
Data Analytics: Skilled in Excel (pivot tables, formulas), MS Power BI, AWS QuickSight, Python (Pandas, NumPy), basic SQL, and applying NLP/ML for chatbot optimization and insights
Support Tools: Proficient with RAVE, Viewpoint, CMAT, and Iridias for service monitoring and ticketing; experienced with Microsoft Alchemy ML for applying machine learning in support analytics and automation
Networking & Scripting: Knowledge of TCP/IP, VLANs, VPNs, routing protocols, and PowerShell scripting for system automation
Work History
Alchemy Data Analytics Lead
Upwork Inc | Microsoft
02.2024 - Current
- Led analytics initiatives for a Microsoft 365 sign-up and technical support chatbot, handling approximately 40,000 queries monthly; boosted self-help coverage from 40% to 75%, and increased the resolution success rate from 89% to 98%, significantly improving user experience and reducing the need to contact technical support.
- Automated repetitive tasks in the ETL pipeline using Power Automate, streamlining workflows, and reducing manual processing time.
- Spearheaded the development of an automated reporting system for streamlined tracking of KPIs across departments.
- Conducted comprehensive data audits to maintain high levels of data quality and integrity.
- Established strong relationships with Microsoft Product Managers, facilitating effective communication and collaboration.
- Facilitated knowledge sharing through regular workshops and training sessions focused on best practices in data analytics methodologies.
Alchemy Data Analyst
Upwork Inc | Microsoft
06.2023 - 01.2024
- Extracted and validated approximately 5,000 customer queries weekly from the chatbot to identify trends and improvement opportunities; collaborated with team leads to improve chatbot settings and machine learning accuracy by contributing training data and creating self-help resolution content to increase the success rate.
- Developed and published data-driven solutions to feed into the chatbot, enhancing first-contact resolution, and empowering customers through improved self-help capabilities.
- Assist in analyzing the produced weekly and monthly reports using advanced Excel spreadsheet functions.
- Applied statistical methods and leveraged data visualization tools (e.g., Power BI, Excel) to analyze data and deliver actionable business insights through clear and impactful reporting.
Microsoft 365 IT Admin Support
Upwork Inc | Microsoft
04.2020 - 05.2023
- Delivered comprehensive support for Microsoft 365 services—including Outlook, Exchange Online, SharePoint Online, Teams, Microsoft Entra, and OneDrive—ensuring a seamless experience for both technical and non-technical users.
- Guided customers through onboarding, configuration, and troubleshooting of Microsoft 365 services, resolving issues with an average satisfaction rating of over 95%.
- Collaborated with cross-functional teams to escalate and resolve complex cases, reducing ticket backlog by 30%, and improving response time SLAs.
- Created knowledge base articles and self-help guides, improving first-contact resolution, and empowering users to self-serve common issues.
- Supported license management, account provisioning, data migration, and security configuration for Microsoft 365 tenants, ensuring compliance, and efficiency.
SaaS Prod & Platform Ops Sr Analyst
Accenture Inc. | Microsoft
03.2017 - 01.2020
- Provide all around technical support in Office 365 main services (MS Exchange Online, SharePoint Online, OneDrive for Business, MS Teams and SFB, Office Applications, DirSync, etc.) through calls, screen sharing session, and email.
- Assist customers with different On-Premise to Cloud email migrations (IMAP, Cutover, Hybrid)
- Attend to client's other concerns like setting up Office 365 tenant, configuring DNS records, managing subscription & billing, MS Project, MS Forms, etc.
- Prepare fiddler/ network logs, powershell scripts, and detailed troubleshooting to be forwarded to escalation team for backend issues that cannot be fixed through Office365 Admin portal, PowerShell scripting, and/or issue forward to ambassadors.
- Act as one of the SMEs in Exchange Online, OneDrive for Business, Office Apps to assist other colleagues.
- Serve as Team Coordinator in helping the group with various administrative tasks, strategic planning on how to achieve certain goals.
- Assist on-boarding members in the team and mentor assigned team members on how we could accomplish targets as an individual and as a group.
Email and Network Support Engineer
Emerio Phils Corp. / Zuellig Pharma Asia Pacific Ltd.
03.2016 - 12.2016
- Acknowledge and attend all email related requests such as mailbox creation/ deletion, distribution list management, mailbox size upgrade, extracting email logs, etc.
- Responsible in troubleshooting L1 and L2 email related issues which covers different platform (MS Classic Outlook, Office Webmail App, ActiveSync and BIS/BES)
- Monitor mail system performance (Exchange Servers, DAG, SMTP Gateways)
- Check, investigate, and provide report regarding emails passing through Symantec's Messagelabs Email Security Appliance
- Work closely with InfoSec Management and Windows Platform Team in identifying and recommending actions to take about email security concerns.
- Provide L1 fix with network connection related issues.
- Grant and control accesses in different network connections (Vlan) in the organization.
- Monitor network performances across all business units within Asia Pacific.
- Communicate with third party vendors (T-Systems and Symantec) in resolving high level email issues.
- Create and manage user account attributes in Active Directory.
IT Helpdesk Analyst
Expert Global Solutions / Australian Receivables Limited
06.2012 - 11.2015
- Provide technical assistance via call, email, chat, and screensharing session regarding technical and network connectivity issues of the employees.
- Collaborate with IT team to resolve L1 to L3 connectivity issues between Philippines and Australia sites.
- Manage service desk system of the company that includes dispatching of tickets, monitoring the statuses of pending jobs, documenting incidents raised by employees, and generating different reports which are being passed to the high level management for evaluation.
- Install, configure and administer different tools in computers like Debtrak-Net Accounting System, Telstrat Recording System, Citrix, Open Practice, MS Office, Open Office, and unified contact communication system.
- Set up user profile for new employee and reset or edit login credentials for existing employee. This includes AD user account, terminal server access, mailbox, phone login, voicemail, access on different applications and intranet sites.
- Daily monitoring of server performance use in operation (physical/ virtual memory, disk space, CPU Usage, Network connectivity) and
- Provide technical and operational reports to the high-level management which include IT and operation managers, team leaders, and HR.
- Train and educate interns with the jobs they could work and contribute to the team.
Education
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
Manila, Philippines 06.2008 - 05.2012
High School Diploma -
Collego De San Clemente
Rizal 06.2004 - 03.2008
Certification
Fortinet Certified Associate in Cybersecurity (2025 – 2027)
Training
- DataNow Business Intelligence Masterclass | Aug - Oct 2024 | DataNow Inc.
- Business Intelligence with Power BI Desktop | April 2024 | DataSense Analytics
- Microsoft Excel Basic to Advanced | April 2024 | XcelHub Training Services
- Google Sheet Basic to Advanced | April 2024 | XcelHub Training Services
- Google Looker Studio Training | April 2024 | XcelHub Training Services
- Microsoft Windows Server 2019 Administration & Automation | Nexus IT Training Center
- Microsoft Power Platform Workshop | March 2024 | MST Connect Educational Consultancy
- CISCO 1 and 2: Routers and Routing Technology | Jun 2015 - Jul 2015 | Computer Networking & Career Training Center
- CISCO 3 and 4: Switching and WAN Technologies | Jul 2015 - Aug 2015 | Computer Networking & Career Training Center
Work Preference
Work Type
Full TimeGig WorkContract WorkPart TimeLocation Preference
RemoteOn-SiteHybridWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Bilingual or Proficient (C2)
Filipino
Bilingual or Proficient (C2)
Timeline
Fortinet Certified Associate in Cybersecurity (2025 – 2027)
08-2025
Fortinet Certified Fundamentals in Cybersecurity (2025 – 2027)
08-2025
Microsoft Azure Fundamentals (AZ-900)
07-2025
Alchemy Data Analytics Lead
Upwork Inc | Microsoft
02.2024 - Current
Alchemy Data Analyst
Upwork Inc | Microsoft
06.2023 - 01.2024
Troubleshooting Microsoft Teams (MS-740)
12-2021
Fortinet NSE 2 Network Security Associate
12-2021
Fortinet NSE 1 Network Security Associate
12-2021
Microsoft Security, Compliance, and Identity Fundamentals (SC-900)
07-2021
Microsoft 365 IT Admin Support
Upwork Inc | Microsoft
04.2020 - 05.2023
Designing and Deploying Microsoft Exchange Server 2016 (MS-345)
12-2018
Enabling Office 365 Services (MS-347)
11-2017
Managing Office 365 Identities and Requirements (MS-346)
09-2017
SaaS Prod & Platform Ops Sr Analyst
Accenture Inc. | Microsoft
03.2017 - 01.2020
Email and Network Support Engineer
Emerio Phils Corp. / Zuellig Pharma Asia Pacific Ltd.
03.2016 - 12.2016
Cisco Certified Network Associate (Routing and Switching)
12-2015
IT Helpdesk Analyst
Expert Global Solutions / Australian Receivables Limited
06.2012 - 11.2015
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
06.2008 - 05.2012
High School Diploma -
Collego De San Clemente
06.2004 - 03.2008