Jessa Tiberio

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.