Katrina Monsanto
Richmond,Canada
Summary
Eleven years of professional experience in Information Technology and Customer Service. Received recognitions like Employee of the Year. Previous lead role in IT Operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Advisor, Domains
Tucows
Toronto, Canada
01.2024 - Current
- Provide assistance with domain, website, and email setup depending on client's budget
- Includes configurations of DNS connections, and email migrations
M365 Business Technical Advisor
Sherweb
Sherbrooke, Canada
10.2022 - 10.2023
- Provide billing, navigation, configuration, and troubleshooting assistance to end-users of Microsoft products and services
- Assist with email migrations, file back-ups and synchronization
- Security management using Windows Defender, MFA, and Azure
- Active Directory user management (cloud and on-prem)
IT Operations Analyst (Lead)
Change Healthcare
Makati City, Philippines
02.2019 - 08.2022
- Day-to-day IT administration support for end-users involving hardware, software, and login issues
- Assist with deployment of new builds and repairs working with network and database engineers and developers through running scripts, debugging, and basic command modification
- Acted temporarily as ITSM Manager in overseeing change and incident management directly working with product owners, and external partners
- Provisioning, maintenance, monitoring, and deprovisioning of servers and virtual machines using AWS and WVD
- Account management in Active Directory includes creation, deletion, modification, and access
- Automation using powershell and linux for user and device management
- Facilitated hiring and onboarding of new IT Operations team members including the new ITOps Manager
- Developed and implemented management initiatives like IT Operations Knowledge Base, monthly employee scorecard, quality audits, and work from home setup guidelines
- Responsible for other lead tasks like scheduling and attendance management, coaching sessions, and team meetings
L1 Desktop Support
Powerconnex
Makati City, Philippines
04.2018 - 02.2019
- Hardware and software technical support to end-users through ticketing tool, phone call, email, and chat
- Includes remote and physical work
- Remote monitoring and maintenance of company servers based in Australia
- Management of internal company website through updating call scripts used by agents and call recording extraction
- Addition, deletion, and modification of TFN and DID numbers in the phone system
- Maintenance of agents database, and management of users in Active Directory
- Participated in an operations development meeting with the company vice president and client's operations manager as consultant
- Addition, deletion, and modification of records on the company's database as well as user accounts in Active Directory
Customer Service Agent
Concentrix
Makati City, Philippines
04.2016 - 12.2017
- Answer billing and product related questions for AT&T customers through live chat support.
Customer Service Agent
24/7 Phils Inc
Makati City, Philippines
01.2015 - 04.2016
- Answer billing and product related questions for Optus Australia customers through live phone call with upselling.
Technical Support Agent
Teleperformance
Makati City, Philippines
05.2013 - 01.2015
- Provide technical assistance to Avery and Martha Stewart products users based in the US and Canada in using the software for labels printing as well as other printing issues
- Provide technical assistance for Vtech and AT&T phone users based in the US and Canada for technical concerns related to the product
Education
Bachelors Degree - Computer Science
AMA Online University
Manila05.2019
Associate Degree - Information Technology
Araullo University
Cabanatuan05.2013
Skills
- Oral and written English language proficiency
- Excellent researching skills
- Problem-solving skills
- Analytical skills
- Multi-tasking
- Time management
- Team player
- Natural leader
- Knowledge in programming languages (C, Java, PHP)
- Knowledge in database management (sql server, mySQL, MariaDB, dbvisualizer)
- Knowledge in web management (html, css, javascript)
- Knowledge in networking and IT infrastructure
- Experience in server maintenance
- Experience in virtual machines (AWS, WVD)
- Expertise in user/group accounts management (cloud and on premise)
- Hands on experience in Powershell
- Hands on experience in Linux scripting
- Security management (Microsoft Defender, Entra, OKTA, Azure policies)
- Configuration of VOIP phone systems
- Configuration of Skype for Business
- Configuration of Microsoft Teams Phone
- Knowledge of JIRA
- Knowledge of Snowflake
- Experience in automation (Jenkins, Github)
- Expertise in M365 applications
- Expertise in domain setup
- Expertise in email migrations (Exchange, Google Workspace)
Certification
- M365 Fundamentals
- Azure Fundamentals
Personal Information
Willing To Relocate: True
References
References available upon request.
Timeline
Technical Advisor, Domains
Tucows
01.2024 - Current
M365 Business Technical Advisor
Sherweb
10.2022 - 10.2023
IT Operations Analyst (Lead)
Change Healthcare
02.2019 - 08.2022
L1 Desktop Support
Powerconnex
04.2018 - 02.2019
Customer Service Agent
Concentrix
04.2016 - 12.2017
Customer Service Agent
24/7 Phils Inc
01.2015 - 04.2016
Technical Support Agent
Teleperformance
05.2013 - 01.2015
Bachelors Degree - Computer Science
AMA Online University
Associate Degree - Information Technology
Araullo University
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