Sheena H. Carolino
Quezon City,Philippines
Summary
Energetic, organized, and self-motivated IT Help Desk Support with over 10 years of experience in the IT field. Seeking an opportunity to apply strong conceptual and promotional capabilities in combination with diverse technological experience and knowledge in an ever-changing industry.
Overview
11
11
years of professional experience
Work History
Senior Service Desk Analyst
Avanade
03.2022 - Current
- Experienced IT Support Specialist with a strong background in providing technical assistance, troubleshooting, and system administration.
- Delivered exceptional support, maintaining high user satisfaction through effective troubleshooting and technical assistance.
- Resolved client technical issues, ensured smooth SKU operations, and supported Microsoft application functionality to enhance user experience.
- Skilled in managing email configurations, user account administration through Active Directory and Azure AD, and maintaining Windows security and functionality to meet organisational standards.
- Managed mobile device deployment, configuration, security enforcement, and compliance monitoring to optimise organisational performance.
- Adept at conducting remote troubleshooting, managing mobile applications, and optimising device performance to safeguard data integrity and enhance operational efficiency.
- Provided technical support for global helpdesk operations at Accenture.
IT Security Specialist
Avanade
01.2024 - Current
- Experienced IT Security Specialist with expertise in implementing and managing Windows security policies, including antivirus, encryption, firewall, patching, OS configuration, and polling, to safeguard organisational data and ensure regulatory compliance.
- Skilled in identifying security risks, optimizing security protocols, and aligning systems with best practices and client requirements to maintain robust cybersecurity measures.
- Proficient in configuring Group Policies, managing access controls, and monitoring system vulnerabilities.
- Managed IT asset compliance and security protocols at Accenture, ensuring adherence to industry standards.
- Provided training and mentorship to junior analysts, strengthening team skills and knowledge in cybersecurity.
IT Analyst
Concierge
02.2019 - 03.2022
- Resolved technical issues related to software and applications, enhancing end-user experience and operational efficiency.
- Maintained and supported office application software for end users, ensuring smooth functionality and user satisfaction.
- Exchange Online
- Migration from on Premise to Office 365
- IMAP Migration
- AD Sync
- Powershell
- Office 365 Administration
- SharePoint Online
- OneDrive for Business
- Skype for Business
- Microsoft Teams
- Yammer
- Billing (Purchases, licensing, Invoice, etc.)
- Office 365 Consumer Chat/Phone Support
- Collaborated with Microsoft Corporation on projects for Accenture, contributing to successful implementation and integration of solutions.
IT Analyst
Arrow
04.2018 - 12.2019
- Delivered technical support for Centurylink PC services at Accenture.
- Maintained quality in troubleshooting OS-related issues.
- Executed virus and malware removals and PC tune-ups to meet client standards.
Technical Support Specialist
Centurylink
05.2016 - 12.2018
- Provided technical support at Accenture, assisting customers with technology-related issues to achieve timely resolutions and maintain service quality.
- Diagnosed and resolved internet connectivity and webmail concerns, processed technician dispatches, and addressed customer inquiries to ensure seamless service delivery.
- Troubleshot and resolved standard and non-standard technical issues to enhance user experience and satisfaction.
- Proficient in remotely accessing DSL connections, configuring modems (including wireless credentials and PPPoE setup), and providing clear guidance to ensure user satisfaction.
- Experienced in applying processes and systems knowledge to identify and address issues effectively, with a focus on delivering high-quality support and solutions.
Programmer
SUNWORLD BUSINESS MACHINES INC.
10.2015 - 05.2016
- Developed software applications
- Developed and directed software system testing and validation procedures to ensure quality and reliability.
- Analysed information to recommend and plan installation of new systems or modifications to existing systems.
- Advised admin-sales on software system maintenance and performed updates.
HR Assistant
SUNWORLD BUSINESS MACHINES INC.
10.2015 - 05.2016
- Conducted interviews with new applicants to assess qualifications and fit.
- Assisted primary HR in computing taxes and processing employee salaries.
- HR
Education
BS - Information Technology
Colegio de Sta. Teresa de Avila
01-2015
Skills
- Microsoft Azure AD
- Microsoft Intune
- Patching
- Device management
- Office 365
- Microsoft Exchange
- OneDrive
- Skype for Business
- M365 Admin Center
- Windows Admin
- Powershell
- Scripting Languages
- Remote Support
- User Account Administration
- Power Automate
- Excel VBA
- Excel formulas
- ServiceNow
- UI/UX Design
- Graphic Design
- Email Marketing
Accomplishments
- Promoted to Senior Analyst
- Recognized as Top 1 Analyst
- Consistently recognized as a Top Analyst
Timeline
IT Security Specialist
Avanade
01.2024 - Current
Senior Service Desk Analyst
Avanade
03.2022 - Current
IT Analyst
Concierge
02.2019 - 03.2022
IT Analyst
Arrow
04.2018 - 12.2019
Technical Support Specialist
Centurylink
05.2016 - 12.2018
Programmer
SUNWORLD BUSINESS MACHINES INC.
10.2015 - 05.2016
HR Assistant
SUNWORLD BUSINESS MACHINES INC.
10.2015 - 05.2016
BS - Information Technology
Colegio de Sta. Teresa de Avila