Shean Baylon

• Deliver Tier 1 support for hardware, software, network, and access issues across global teams
• Administer and troubleshoot Identity Access Management systems (CyberArk), ensuring secure and compliant access
• Monitor cybersecurity tools and escalate incidents based on severity and impact
• Resolve technical issues via phone, email, and ticketing systems (e.g., ServiceNow), maintaining SLA and quality standards
• Document solutions, perform root cause analysis, and support process improvements
• Assist remote users with VPN, Office 365, and Active Directory-related concerns
• Collaborate with cross-functional teams to improve service desk processes and customer experience

• Delivered high-quality customer support across multiple channels, ensuring timely resolution of inquiries and technical issues
• Handled appliance troubleshooting, appointment scheduling, ticket creation, and refund processing with precision and empathy
• Collaborated with internal teams to enhance customer communication strategies and CX workflows
• Monitored program performance and provided actionable insights to improve service delivery
• Developed and presented business cases for process improvements and CX enhancements
• Maintained detailed documentation of customer interactions and resolutions using CRM tools

• Delivered end-to-end travel support using Amadeus and GDS to manage flight, hotel, and car rental bookings
• Assisted customers with itinerary planning, travel regulations, and destination requirements, ensuring compliance and smooth travel experiences
• Handled booking modifications, cancellations, and refunds with accuracy and empathy, maintaining high customer satisfaction
• Upsold travel services and packages to enhance client experience and contribute to revenue growth
• Logged all customer interactions and transactions in CRM tools, ensuring data integrity and traceability
• Collaborated with team members to meet SLAs, resolve escalations, and continuously improve service delivery