Anna Nicole Tolentino

I’m a Technical Support Specialist with 5+ years of experience providing technical support and troubleshooting in enterprise and high-volume environments. I diagnose hardware, software, and operating system issues, manage technical incidents, and resolve support requests within SLA requirements.

At Google Operations Center Security & Resilience as a Senior Associate, I managed cases from initial intake through triage, investigation, documentation, escalation, and resolution while meeting established service standards. I conducted structured investigations involving data privacy, policy violations, insider risk, and system vulnerabilities, and I performed OSINT research and digital evidence analysis to support case findings and risk assessment.

Previously at ASTREYA as an Inventory Technician II, I supported enterprise Windows and macOS environments with desktop imaging, operating system installation, hardware diagnostics, and remote troubleshooting. I used SAP and GUTS IT Service Management (ITSM) platforms for ticket and incident workflows, resolved 50+ daily IT service requests to meet SLA targets, and executed deployment and replacement of 500+ enterprise devices to minimize downtime.

Earlier, I supported international customers in a high-volume contact center as a Startek Technical Support Representative and provided on-site IT support as a Privato Hotel IT Support Specialist. I’m known for taking ownership of technical issues, analyzing problems logically, communicating clearly, and partnering cross-functionally—supported by my CompTIA A+, Google IT Support, and cybersecurity-focused certifications.