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Jessa Tiberio, IT SERVICE DESK SUPPORT SPECIALIST

Jessa Tiberio

IT SERVICE DESK SUPPORT SPECIALIST·Concentrix

United Arab Emirates

Bachelor's degree, Language and Literature Teaching

Work experience

Total years of experience: 6 years, 7 months

IT SERVICE DESK SUPPORT SPECIALIST

November 2021 - April 2026

Concentrix

Manila, Philippines •Remote

November 2021 - April 2026

Supported 500+ enterprise users across Microsoft 365, Active Directory, VPN, remote desktop, and cloud
connected environments while maintaining 95% SLA compliance.
Resolved 25-40 technical incidents dailywith high first-contact resolution rates across Windows, Outlook,
Teams, VPN, and remote access environments.
Administered account provisioning, password resets, MFA support, and access management using Active
Directory, SailPoint, and enterprise identitytools.
Reduced repeat escalations through accurate troubleshooting, detailed ticket documentation, and proactive user
guidance.
Collaborated with infrastructure and application teams to resolve high-priority incidents across hybrid enterprise
environments.
Company industry:
Call Centers & Customer Care Outsourcing

Technical Support Representative

October 2019 - November 2021

VXI Philippines

Manila, Philippines

October 2019 - November 2021

Company industry:
Call Centers & Customer Care Outsourcing

Education

University of Eastern Philippines

June 2019

June 2019

Bachelor's degree, Language and Literature Teaching

Philippines

GPA (point): 3.5 out of 4

GPA (point): 3.5 out of 4

Skills

COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
INVESTIGATION
Intermediate
INVESTIGATION
Intermediate
MICROSOFT ACCESS
Intermediate
MICROSOFT ACCESS
Intermediate
AWS Identity and Access Management (AWS IAM)
Expert
AWS Identity and Access Management (AWS IAM)
Expert
IT Administration
Expert
IT Administration
Expert
Password Management
Expert
Password Management
Expert
Network Troubleshooting
Expert
Network Troubleshooting
Expert
Virtual Desktop Infrastructure
Expert
Virtual Desktop Infrastructure
Expert
IT Hardware Support
Expert
IT Hardware Support
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Incident Management
Expert
Incident Management
Expert
ACTIVE DIRECTORY
Intermediate
ACTIVE DIRECTORY
Intermediate
CLOUD COMPUTING
Intermediate
CLOUD COMPUTING
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
MICROSOFT 365
Intermediate
MICROSOFT 365
Intermediate
MICROSOFT SOFTWARE
Intermediate
MICROSOFT SOFTWARE
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
VIRTUAL PRIVATE NETWORKS VPN
Intermediate
VIRTUAL PRIVATE NETWORKS VPN
Intermediate
VIRTUALIZATION
Intermediate
VIRTUALIZATION
Intermediate

Languages

English

Expert

Tagalog

Expert

Training and Certifications

Certifications
Self-Study
Microsoft Azure Fundamentals (AZ-900)
Self-Study
Microsoft Azure Fundamentals (AZ-900)