Micaela Rey

I was part of the Application Support in level one and level two. My daily basis consisted of following the level one team to make sure that they were up to date about different pieces of training, basic documentation, basic troubleshooting on the issues that come to our team

Also, when it was needed I took calls and got related with Canadian users.

In my days as part of level two team, I was supporting three different applications, searching for defects on JAVA code for databases to Lotus Notes applications and providing special support for two other applications, one related to Audit and other related to FTP sites.

I was part of the team of Airline Solutions business unit. My daily basis consisted in to provide application support to the biggest airlines around the world and analyze possible solutions for the current applications and procedures.

I was used to work under pressure since the support provided was 24/7 and time- sensitive.
One of my key responsibilities was identify the issues that come to our queue and determinate the urgency, reach the necessary teams in order to provide a quick resolution to the issue reported and talk with the customer providing them the updates that we received by the other teams involved.

• Provide support to the internal employees of the whole company, this was provided in person and remotely.
• Provide IT onboarding training to the new hires.
• Configuring hardware (MacOS and Windows laptops), cellphones with MDM, VPNs connections, Active Directory administration (users, GPOs), office 365 administration, G-Suite, Kaspersky Antivirus , absolute, centinel one and inventory tasks (keep the track of the hardware that is provided to the staff ).

• Engaged in user support interactions via ticket, chat and email platforms.
• Responded to user operational issues with desktop computers, laptops to enable problem resolution.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
• Participate in automation projects in order to provide a better customer service to the users.
• Advise GRC and audit teams about the roles and permissions granted to employees of the company and improve the process.
• Help security team (blue team) by reporting them suspicious activity.

I'm responsible for managing user identities and access permissions within the company. This includes User Access Management, Security and Compliance, Role Management, Authentication and Authorization.

Automate processes in order to facilitate the daily operational tasks.

Be in constant communication with all the teams cross company to guarantee the minimum privilege access rule of all the users.