Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Restrivera

Jessica Restrivera

Summary

A dynamic individual with several years of diverse experience. Strong technical expertise and problem-solving skills. Adept at diagnosing and resolving complex issues, ensuring seamless system performance. Known for effective team collaboration and adaptability to changing needs. Skilled in troubleshooting, customer support, and software maintenance. Reliable and results-driven with focus on achieving operational excellence.

Overview

11
11
years of professional experience

Work History

Microsoft 365 Support Engineer

Upwork
07.2023 - 02.2025
  • Deliver high quality service to Microsoft Small & Enterprise customers by solving complex technical problems and
    helping to proactively prevent new issues.
  • Discussed Microsoft offerings with customers to advise on best technologies and products for projects.
  • Helped customers navigate complex Microsoft licensing scenarios.
  • Created user accounts and assigned permissions.
  • Connected to computer of client using remote link to install programs and applications.

Microsoft 365 Senior Support Engineer

Accenture
08.2018 - 06.2023
  • Resolved critical technical problems for clients, improving overall customer satisfaction.
  • Conducted remote diagnostics and provided timely resolutions to client''s technical issues.
  • Increased first-call resolution rates by providing clear communication on technical concepts to non-technical users.
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
  • Log, track, and manage issues via a ticketing system.
  • Mentored junior support engineers, fostering a positive learning environment and promoting professional growth.

Customer Order Specialist

Cardinal Health
09.2017 - 08.2018
  • Provided exceptional customer service, resolving issues promptly and professionally.
  • Provided support during peak periods, ensuring all customer orders were processed accurately and on-time despite increased workload demands.
  • Streamlined order entry procedures for improved accuracy and reduced processing time.
  • Managed complex orders, coordinating with multiple departments to ensure successful delivery and installation.
  • Established effective working relationships with internal employees, vendors, shipping company contacts, and customers.
  • Reduced order errors through diligent review of product specifications before placing orders.

Credit Management Consultant

Telstra Powered By Teletech
06.2014 - 01.2016
  • Developed customized credit management strategies tailored to each client''s unique financial situation.
  • Evaluated and recommended improvements for existing credit policies and procedures, leading to enhanced risk mitigation efforts for clients.
  • Reduced clients'' debt levels through effective negotiation with creditors and financial institutions.
  • Provided ongoing support and follow-up consultations for clients after project completion, ensuring long-term success in their credit management endeavors.
  • Performed comprehensive credit risk assessments to identify areas of improvement for clients.

Education

Information Technology

Cavite State University
Carmona, Province Of Cavite, Philippines
10-2014

Skills

  • Microsoft 365 - advanced knowledge of Exchange Online, SharePoint, Teams and OneDrive
  • Experience with scripting using PowerShell
  • Desktop support - strong skills in troubleshooting Windows and MacOS, Office suites and other desktop applications
  • Security - familiarity with cybersecurity principles and tools, such as firewalls, antivirus
  • Customer service - excellent communication and customer service skills to interact with clients and internal stakeholders in a clear, supportive manner
  • Experience in managing hybrid cloud environments
  • Familiarity with ITIL best practices
  • Remote support
  • Technical documentation

Timeline

Microsoft 365 Support Engineer

Upwork
07.2023 - 02.2025

Microsoft 365 Senior Support Engineer

Accenture
08.2018 - 06.2023

Customer Order Specialist

Cardinal Health
09.2017 - 08.2018

Credit Management Consultant

Telstra Powered By Teletech
06.2014 - 01.2016

Information Technology

Cavite State University

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Jessica Restrivera