Open to opportunities

Kristine Aquino

@kristineaquino

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IT Service Desk Analyst skilled in user support and problem resolution.

United States

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What I'm looking for

I am looking for a role that offers opportunities for growth and a collaborative team environment.

I am an IT Service Desk Analyst with a strong background in user support and identity management. Currently, I work at SouthState Bank, where I utilize CyberArk for identity management and assist users with access issues and password resets. My experience includes managing software deployment and patch management using BigFix, as well as administering user accounts through Active Directory. I pride myself on providing excellent customer service while adhering to service level agreements.

In my previous roles, I have demonstrated my ability to manage multiple tasks effectively, whether it was processing guest bookings as a Front Desk Agent or supervising toddlers as a Lead Teacher. My diverse background has equipped me with strong communication skills, allowing me to engage with users and guests in multiple languages. I am committed to identifying and reporting recurring issues to management, ensuring continuous improvement in service delivery.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Analyst

Current

SouthState Bank

Feb 2023 - Present (2 years 4 months)

Utilized CyberArk, BigFix, and Active Directory for identity management, software deployment, and user account administration. Managed tickets in ServiceNow, ensuring adherence to SLA targets, and provided support for Microsoft Azure, Intune, and Cisco AnyConnect VPN.

CyberArk Deployment Active Directory ServiceNow Microsoft Azure Intune Cisco AnyConnect Windows OS

Front Desk Agent

Homecourt Hospitality

Jan 2020 - Aug 2022 (2 years 7 months)

Processed guest bookings, cancellations, and modifications while providing comprehensive guest assistance. Engaged with guest comments and concerns to ensure satisfaction, and conducted interviews for potential team members.

Customer Service Conflict Resolution Multilingual Communication Interviewing

Front Desk Agent

Hyatt-North Charleston

Jun 2018 - Jan 2020 (1 year 7 months)

Welcomed and assisted guests with arrival and departure procedures, efficiently managing check-ins and check-outs. Addressed customer inquiries and resolved complaints to maintain high levels of customer satisfaction.

Customer Satisfaction Critical Thinking Multitasking Prioritization

Lead Teacher

Kiddie U Inc

Mar 2017 - Sep 2017 (6 months)

Supervised the growth and development of toddlers, creating a nurturing learning environment with age-appropriate activities. Monitored children's well-being, ensured safety practices, and communicated regularly with parents.

Child Development Classroom Management Lesson planning Positive Reinforcement Record keeping

Instructor - Kindergarten (K3)

Saint Mary's School

Jun 2013 - Mar 2014 (9 months)

Developed and implemented age-appropriate activities for kindergarteners, teaching reading and basic math concepts. Assessed children's growth, provided progress reports, and managed classroom behavior to foster a positive learning environment.

Curriculum Development Early Childhood Education Lesson planning Assessments Classroom Management

Education

Degrees, certifications, and relevant coursework

Western Governors University

B.S., Business Administration, IT Management

Currently pursuing a Bachelor of Science in Business Administration with a specialization in IT Management. This program focuses on the intersection of business principles and information technology.

Xavier University

Bachelor of Science, Elementary Education

Completed a comprehensive program in Elementary Education, focusing on pedagogical methods and child development. This degree is evaluated as equivalent to a bachelor's degree in early childhood education in the United States.