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Tania Mandujano
Dallas,TX
Summary
Dedicated IT and Technical Support Analyst with over 4 years of experience in enterprise environments across Windows and macOS platforms. Expertise in troubleshooting hardware, software, network, and access-related issues while effectively managing incidents through ServiceNow. Proficient in Active Directory, user provisioning and deprovisioning, VPN administration, Microsoft 365, endpoint management, and implementing security-focused access controls. Bilingual in English and Spanish, currently transitioning into cybersecurity to leverage technical support experience and security knowledge in a SOC Analyst role.
Overview
1
1
Certification
11
11
years of professional experience
Work History
IT SUPPORT ANALYST
Accenture
Dallas, TX
09.2022 - Current
- Managed identity and access requests via ServiceNow, resolving account, permission, and authentication issues.
- Managed comprehensive user lifecycle processes, detailing provisioning, deprovisioning, and role updates within Windows and macOS environments.
- Administered access controls in Active Directory and Microsoft 365, enforcing least-privilege principles.
- Managed MFA enrollment processes and addressed technical challenges to improve account security measures.
- Implemented protocols for secure access to VPN and enterprise applications, enhancing data protection.
- Maintained audit-ready documentation of access changes and incidents for compliance.
- Analyzed and confirmed user roles and permissions through systematic access reviews to safeguard sensitive information.
TECHNICAL CONSULTANT
Asurion
Dallas, TX
04.2020 - 09.2022
- Executed in-person technical support and repair consultations, addressing customer needs in retail environments.
- Optimized repair processes to consistently improve turnaround time and elevate customer satisfaction ratings.
- Implemented inventory tracking processes and performed audits to maintain optimal stock of parts and repair equipment.
- Facilitated effective online chat interactions to resolve customer technical issues and enhance satisfaction.
- Conducted comprehensive troubleshooting and repair of smartphones and consumer electronics to enhance device functionality.
- Drove highest regional product sales on several occasions annually, resulting in ongoing incentive and bonus rewards.
TECHNICIAN
Mobile Phone Geeks
San Marcos, TX
03.2015 - 04.2020
- Completed detailed job reports and logs within established timelines, ensuring accuracy and efficiency.
- Provided comprehensive technical training to both new and existing team members, fostering a collaborative and knowledgeable team environment.
- Performed repairs on a wide range of electronic devices, including smartphones, tablets, computers, and gaming consoles, addressing both software and hardware issues.
- Ensured optimal device performance through thorough triage and troubleshooting, diagnosing problems effectively.
- Delivered high-quality customer service, resolving complaints and ensuring a positive customer experience.
- Utilized Microsoft Office tools to manage inventory, track parts, and order supplies efficiently.
- Exhibited strong responsibility and dependability as a key holder, reinforcing management trust across multiple locations.
Education
Bachelor of Science - Computer Science, Mathematics
Texas State University
San Marcos, TX08-2019
Skills
- Role-based access control implementation
- Endpoint management and device deployment expertise
- Expertise in Microsoft Office and Teams Rooms
- Authentication troubleshooting
- Experienced in Python and C programming
- Client support
- Analytical problem-solving
- Cross-functional teamwork
- Proficient in Windows and macOS
- Incident Documentation
- Security Awareness
- Experience with Surface Hub and Zoom platforms
Certification
Apple Certified Independent Technician (ACIT) | Samsung Certified Technician | Agentic AI Certification
Timeline
IT SUPPORT ANALYST
Accenture
09.2022 - Current
TECHNICAL CONSULTANT
Asurion
04.2020 - 09.2022
TECHNICIAN
Mobile Phone Geeks
03.2015 - 04.2020
Bachelor of Science - Computer Science, Mathematics
Texas State University