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Lizel O. — Mid-Level IT Support Analyst from Philippines

Lizel O.

Mid-Level IT Support Analyst

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Lizel O. is an experienced IT Support Analyst with over a decade in technical support roles across the healthcare, retail, and customer service outsourcing industries. At Optum Global Solutions Philippines, she delivers technical assistance to UHG and Optum employees, including contractors and vendors, focusing on Microsoft O365 and SharePoint support, Intune account management, ServiceNow ticketing, and troubleshooting of network, VPN, and call center tools like Genesys and Avaya OneX. Previously at Atos Philippines, Lizel provided L1 support for Zales Jewelers, specializing in Active Directory administration, POS troubleshooting, and email support. Her early experience at Teleperformance included software and hardware troubleshooting for Toshiba laptops, as well as virus removal and data recovery. Lizel holds a Bachelor of Science in Information Technology and is CompTIA A+ certified.

Experience

  • IT SUPPORT ANALYST

    Optum Global Solutions Philippines · 2018 — Present
    Provides technical support for UHG and Optum employees, contractors, and vendors. Utilizes the ServiceNow ticketing system to address issues. Installs software and updates drivers, resolves VPN, network drives, and internet-related problems. Offers assistance with Microsoft O365 products and SharePoint sites, along with performing Domain Account Management tasks like access requests, password resets, and Azure AD management. Troubleshoots Call Center tools including Genesys, VCC, and Avaya OneX.

  • IT SERVICE DESK ANALYST

    Atos Philippines · 2015 — 2018
    Serves as Level 1 technical support for Zales Jewelers employees. Diagnoses and troubleshoots POS errors while efficiently managing ticket handling and the escalation process. Provides email support and addresses various support queries.

  • TECHNICAL SUPPORT REPRESENTATIVE

    Teleperformance Philippines · 2012 — 2015
    Troubleshoots and repairs software issues for Toshiba laptops and AIO computers. Conducts virus removal and data recovery tasks. Handles OS formatting and disk management, operating as a Level 1 technician before being promoted to Level 2 for the last year.

Skills & Expertise

IT and NetworkingData AnalystTech Support

Education

  • Bachelor of Science in Information Technology
    University of Perpetual Help System DALTA · 2008 — 2012
  • SECONDARY SCHOOL
    Las Pinas East National High School · 2004 — 2008

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