SHEENMAE CANJA

• IT Help Desk Technician I

Answering incoming and outgoing calls to offer initial assistance, including account setup, password reset, and unlocking, across various software and applications such as Active Directory, Microsoft Office 365, Microsoft Azure, WebEx, Salesforce, VPN, and Unify. Collaborating with Tier 2 Team to facilitate onboarding processes for new hires and managing access permissions. Utilizing Exchange Management Console and Exchange Online to address email-related issues and fulfill access requests for User Mailboxes, Distribution Lists, and Shared Mailboxes. Creating comprehensive process documentation. Promptly addressing viruses and malware incidents before involving the Cyber Security Team. Managing software installations via SCCM. Completing additional assignments delegated by my immediate supervisor.

• IT Help Desk Technician II

I serve as the Tier 1 escalation contact and provide backup support for managing call overflow. My responsibilities have expanded to encompass all duties previously handled at the Tier 1 level. Additionally, I undertake tasks such as establishing external SharePoint sites, configuring Virtual Desktop Machines, managing Security Groups and Roles, creating user accounts and access permissions for new hires, and deactivating accounts for departing or terminated employees. I also conduct training sessions for newly hired Tier 1 personnel. Furthermore, I assist the IT Service Operations Team in imaging and provisioning machines for new hires, and I contribute to projects focused on process enhancement and knowledge base development.

• IT Technical Support Engineer

Escalation point for Global Service Desk, my responsibilities spanning various aspects of IT service delivery. I oversee identity management processes and manage user accounts across Microsoft Intune, Azure AD, and O365 platforms. Additionally, I provide comprehensive support for desktop configurations, managing tasks such as patch updates and hardware replacements to ensure optimal performance. I am actively involved in addressing both hard and soft break-fix services for laptops and desktops, ensuring that incidents are addressed promptly and efficiently. Ensuring that each device is equipped with the appropriate and updated network image is a critical aspect of my role, as it contributes to maintaining the functionality and security of our IT infrastructure. I leverage the ServiceNow ticketing tool to track incidents, generate reports, and maintain transparency on operations. Furthermore, I take charge of asset management to maintain accurate records of IT assets, facilitating effective inventory management and compliance. Additionally, I collaborate closely with vendors to procure new equipment for the site, ensuring seamless integration and operations within our infrastructure.

• Initial contact support of Union Bank of Switzerland employees globally for all IT accesses, software/applications, and hardware issues and service requests.
• UBS AG