Glory A.
Mid-Level IT Service Desk Engineer
Open to offersNew to PlatformAbout
Glory Anne P. has extensive experience in IT service and support, currently working as a System Engineer with Cognizant Philippines since February 2022. Prior to this, she contributed to the IT Service Desk, providing critical support for login issues, password resets, and email client setup. With strong expertise in Microsoft 365 Admin and Microsoft Exchange Admin, Glory excels in managing shared emails and distribution lists, ensuring efficient communication across teams. She is proficient in using tools such as Active Directory and Okta Admin to manage user access and accounts. Her technical journey began at Alorica, where she gained valuable experience as a Customer Support Dispute Advisor, specializing in resolving credit card transaction disputes in compliance with card scheme rules. Her career further includes roles at SPI CRM and Techmahindra, focusing on customer service and technical support, maintaining high customer satisfaction levels. Glory’s academic background includes an Associate in Information Technology from STI College Quezon Avenue.
Experience
IT Service Desk / System Engineer
Cognizant Philippines · 2022 — 2026Supported clients from Servicenow with login issues and password resets. Set up email clients and utilized Microsoft 365 Admin / Microsoft Exchange Admin for creating email aliases and managing users in shared email and distribution lists. Escalated issues requiring further investigation by the next level of support. Provided access using tools such as Active Directory, Okta Admin, and others. Assisted users with software installation and license activation, creating ADM accounts in Active Directory.IT Service Desk
Cognizant Philippines · 2020 — 2022Supported healthcare workers from Quest with login issues and password resets. Handled email setups and escalated issues that required further examination by more advanced support.Customer Support Dispute Advisor (International)
Alorica · 2018 — 2020Received, reviewed, and investigated credit card transaction disputes, including unauthorized transactions, billing errors, fraud, and service-related concerns. Assessed dispute validity per Visa, Mastercard, and other card scheme rules. Managed chargebacks, presentment, and pre-arbitration processes.Technical Support
SPI CRM · 2015 — 2018Provided high-quality customer service by resolving complaints and inquiries according to SLA guidelines, achieving a high customer satisfaction rate. Troubleshooted customer issues, delivered solutions, and escalated complex problems to appropriate departments.Customer Support
Techmahindra · 2012 — 2013Handled inbound calls and assisted customers with account inquiries, plan details, upgrades, and service changes. Delivered accurate information on products, promotions, and policies, while resolving billing inquiries, usage questions, and payment issues. Processed account adjustments, credits, and service requests in line with company protocols and educated customers on bills and payment options.
Skills & Expertise
Education
- Associate in Information TechnologySTI College Quezon Avenue
- B.S.B.A ManagementPSBA
- SecondaryRoosevelt College
- PrimaryNew Era University
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