Sheena P.

IT Support Specialist | Cloud Systems Administrator

Camarines Sur

Overview

Results-Driven IT Specialist & Systems Administrator with 7+ years of experience supporting global enterprise environments, cloud infrastructure, and remote teams. Specialized in Microsoft 365 Administration, Microsoft Entra ID (Azure AD), Microsoft Intune, Active Directory, and ITSM platforms (ServiceNow, Jira, Zendesk, Freshservice). Proven track record in user lifecycle management, endpoint security, virtualization (Hyper-V, Citrix), and network troubleshooting (VPN, DNS, DHCP). Experienced in delivering high-SLA remote technical support and managing technical dispatch logistics.

Skills and Tools

• Ticket Management
• Technical Support
• Tier 2 Support
• Tier 1 Support
• Help Desk
• Zendesk
• Freshdesk
• Customer Onboarding
• ServiceNow
• Zendesk Chat
• Remote Desktop Support
• SLA Management
• Virtual Private Networks (VPN)
• Domain Name System (DNS)
• Standard Operating Procedures (SOP)
• Windows 10 / Windows 11
• macOS Support
• Salesforce
• Active Directory (ADUC)
• Group Policy Objects (GPO)
• Windows Server
• System Center Configuration Manager (SCCM)
• Hyper-V
• VMware
• Citrix Virtualization
• Microsoft Intune
• Microsoft 365 Admin Center
• Exchange Online
• Multi-Factor Authentication (MFA)
• Cloud Security

Work History

• IT SPECIALIST I

  Value Exchange International Limited, full_time

  Oct 2022 to May 2026

  IT Specialist I specializing in enterprise cloud identity, endpoint security, and global remote support. Successfully administered Microsoft 365, Entra ID, and Intune for cross-platform device fleets while maintaining seamless server infrastructure (Active Directory, Hyper-V, Citrix) and SLA-driven ITSM incident resolution (ServiceNow, Zendesk, Freshservice).