Jhona M.

Professional Summary Supported more than 500 employees across the organization by ensuring the availability, functionality, and readiness of essential tools and systems throughout the employee lifecycle—from onboarding and day-to-day operations to role changes and offboarding. Combined technical support expertise, onboarding coordination, collaboration platform administration, and leadership support to maintain operational efficiency and deliver a seamless employee experience. Key Responsibilities & Contributions Employee Onboarding & Lifecycle Management Managed end-to-end employee onboarding, from contract confirmation to successful integration into operational pods. Ensured all required tools, accounts, permissions, and systems were provisioned, accessible, and fully functional before new hires began onboarding and throughout their employment. Supported more than 500 employees by monitoring tool availability, addressing technical issues, and ensuring users had the resources needed to perform their daily responsibilities. Processed employee offboarding, account deactivation, access removal, and organizational role changes in accordance with operational requirements. Facilitated weekly onboarding sessions, monitored new-hire integration in Greenhouse during their first week, and coordinated transitions into assigned pods. Supported weekly operational targets of provisioning 10 accounts and integrating 10 agents into pods. IT Support & Microsoft 365 Administration Delivered technical support through email, live chat, and phone, troubleshooting issues and resolving IT tickets to minimize disruptions to daily operations. Provided support for Microsoft 365 applications and services, including Exchange Online, SharePoint Online, Microsoft Teams, and OneDrive for Business. Assisted users with account access, Office installation, domain registration and purchasing, application configuration, and general Microsoft 365 administration. Monitored recurring tool issues and coordinated with relevant teams to facilitate timely resolution and maintain service continuity. Prioritized tool readiness and reliability to ensure employees could work effectively and serve customers without unnecessary technical interruptions. Backup Team Lead & Operational Coordination Served as Backup Team Lead during the Team Lead’s extended leave, helping maintain team coordination, operational continuity, and communication. Represented the Team Lead in meetings with Operations Leads, Project Managers, and Service Delivery Managers. Presented ongoing tool-related issues, service updates, operational concerns, and technical developments to leadership stakeholders. Coordinated updates and follow-through on reported issues, ensuring relevant stakeholders remained informed of progress and potential impacts. Collaborated with cross-functional teams to communicate priorities, address operational challenges, and support consistent service delivery. SharePoint Administration & Knowledge Management Managed organizational SharePoint sites used to communicate updates, share resources, and improve employee access to important information. Published monthly organizational bulletins to keep employees informed about announcements, process changes, system updates, and relevant operational information. Developed and maintained self-help guides for known technical issues, enabling employees to troubleshoot common problems independently. Improved access to troubleshooting resources to support faster issue resolution, reduce repetitive support requests, and help affected employees return to work sooner. Organization-Wide Communications & Incident Updates Announced planned maintenance, system outages, technical issues, and service updates to the organization. Proactively communicated tool disruptions and relevant updates before employees began customer-facing work whenever possible. Kept employees informed about the status, impact, and progress of technical incidents to help teams prepare for disruptions and minimize customer impact. Served as a communication link between IT support and the wider organization to promote awareness, preparedness, and operational continuity. Customer Experience & Service Quality Managed IT support tickets on a Monday-to-Sunday reporting cycle, balancing ticket resolution, productivity, and service quality. Worked toward an average of at least two closed tickets per day, a customer experience rating of 4.8 or higher, and a customer feedback participation rate of at least 40%. Supported a target of at least 96.5% customer-confirmed resolution satisfaction among surveyed cases. Ensured solutions were clearly communicated and collaborated with Operations Leads when clarification or escalation was required. Core Skills IT Support & Help Desk Operations • Microsoft 365 Administration • Employee Lifecycle Management • User Account Provisioning • Access Management • Employee Onboarding & Offboarding •