Bianca Mae Ballena
@biancamaeballena
I manage secure IT operations, identity access, device management, and end-user support at Neo Financial.
CanadaWhat I'm looking for
At Neo Financial, I manage IT help desk operations, troubleshoot hardware and software issues, and provide step-by-step support to end users in person and through Google Meet.
I administer Okta user lifecycles, application roles, multifactor authentication, and secure offboarding. I also manage devices through Iru, configure Slack integrations, and use Jira Service Management to track and resolve requests.
My background also includes customer onboarding, KYC verification, fraud prevention, and customer experience support. I hold a College Diploma in Information Technology with a major in Software Development from SAIT.
Experience
Work history, roles, and key accomplishments
Manage IT help desk using Jira Service Management to triage and troubleshoot hardware and software issues. Administer Okta for user identity lifecycle, device management via Iru, and Slack administration.
Retail Sales Associate
Goodwill Industries of Alberta
Jan 2018 - Present (8 years 9 months)
Maintain organized inventory and curate engaging displays to drive retail sales. Deliver exceptional customer service and educate customers on sales offerings and loyalty programs.
Reviewed and analyzed customer applications to facilitate secure onboarding. Investigated high-risk data and conducted KYC verification calls.
Cultivated strong customer relationships and resolved escalated complaints. Provided support across phone, email, and live chat while educating users on platform features.
Education
Degrees, certifications, and relevant coursework
Southern Alberta Institute of Technology (SAIT)
College Diploma in Information Technology, Software Development
2019 - 2021
Completed a College Diploma in Information Technology with a major in Software Development.
Notre Dame High School
High School Diploma, General Studies
Graduated with a High School Diploma in May 2018.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
Job categories
Skills
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