Michael Andrew Pailande

I’m an IT professional with 6+ years of experience in SaaS technical support and enterprise identity access management. I’ve handled high-volume support environments with consistent quality scores well above passing thresholds, delivering strong outcomes in fast-paced, remote settings.

In my current role, I deliver L1–L2 support for a high-volume SaaS automation platform serving 1,000+ active e-commerce businesses globally, managing 25–40 tickets and live chats daily while achieving 92–97% QA scores. I also manage end-to-end user access lifecycle—provisioning, modification, and deprovisioning—administering RBAC and troubleshooting SSO-integrated authentication/authorization through Microsoft Entra ID (Azure AD) and Atlassian Crowd.