ROSALINDA ALBOR

• Provide Tier I technical support to internal and external clients experiencing issues with enterprise HR, benefits, and web-based business applications.
• Troubleshoot technical issues involving VPN connectivity, remote access, Microsoft Outlook, email configuration, password resets, account lockouts, and Multi-Factor Authentication (MFA).
• Analyze client-reported issues to identify the nature and scope of technical problems, determine appropriate resolutions, and escalate complex issues to Tier II support or specialized technical teams.
• Deliver remote end-user support by assisting clients with application functionality, system navigation, account access, and general IT operational issues.
• Manage and document the full lifecycle of support tickets using ServiceNow, Salesforce, and Zendesk, ensuring accurate records of reported issues, troubleshooting steps, resolutions, and escalations.
• Communicate technical information clearly to clients while maintaining professionalism and providing timely solutions that meet service expectations.
• Collaborate with internal technical teams to report application defects, investigate recurring issues, and support the resolution of system-related problems.
• Provide ongoing application and user assistance to minimize service disruptions and help clients maintain productivity.
• Maintain accurate documentation and follow established support procedures while meeting service-level agreements (SLAs) and performance expectations.
• Support high-volume customer service operations while balancing multiple requests, prioritizing urgent concerns, and maintaining quality service.

• Provided high-volume customer support, resolving issues and managing multiple requests efficiently
• Maintained accurate documentation for over 100 active accounts and transactions, ensuring compliance and accessibility
• Clarified technical and process-related information to customers, enhancing their understanding and satisfaction
• Maintained accurate documentation for 100+ active accounts and transactions

Academic Credentials & Certificates

• Associate of Applied Science (AAS) in Cybersecurity — Expected December 2026
• Cybersecurity Diploma — May 2026
• Computer Hardware Specialist Certificate — May 2026
• Cybersecurity Fundamentals Certificate — May 2026
• Cybersecurity TCC Certificate — May 2026
• Information Technology Fundamentals Certificate — July 2025

Professional Certifications

• CompTIA Security+ — Expected December 2026