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Selaelo Valencia

@selaelovalencia

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Systems Support Specialist at IQ Business who managed Microsoft 365, Azure AD, Cisco Meraki, and enterprise support.

South Africa

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At IQ Business, I administered Azure Active Directory and Microsoft 365 environments, including Teams, Exchange Online, SharePoint, and Entra ID.

I managed the ticket lifecycle in Jira and Servicely while providing 1st and 2nd line support. I also maintained Cisco Meraki network hardware and production servers.

Previously, I supported enterprise users at Ernst & Young and The Boston Consulting Group, and installed and maintained Hyperion EPM systems at EOH Oracle – Intellient. My training includes Microsoft Azure Fundamentals, Network+, and a Business Analysis Bootcamp.

Experience

Work history, roles, and key accomplishments

Systems Support Specialist

IQ Business

Oct 2017 - Jul 2026 (8 years 9 months)

Administered Azure Active Directory and Microsoft 365, configured Cisco Meraki networks, and managed end-to-end ticketing in Jira and Servicely. Provided 1st and 2nd line support, server maintenance, and cross-platform engineering.

Azure Active Directory Microsoft 365 Teams Exchange Online SharePoint Entra ID Cisco Meraki Jira Servicely WSUS Pandora Redstor Backup Pro Windows MacOS Teams Rooms Technical Documentation

Service Desk Agent

Ernst & Young

Aug 2016 - Jul 2017 (11 months)

Delivered 1st and 2nd line technical support to over 3,100 users across Africa, adhering to ITIL best practices. Managed Active Directory, ServiceNow ticketing, and provided remote support via TeamViewer and RDC.

ITIL ServiceNow Active Directory Group Policy WAN LAN VPN RSA SecurID Aventail Skype For Business Exchange Windows Microsoft Office TeamViewer Remote Desktop Applications

IT Support Specialist

The Boston Consulting Group

Jun 2015 - May 2016 (11 months)

Provided client-facing IT support, managed endpoint and hardware lifecycle, administered Active Directory and Sophos encryption, and supported global IT projects. Conducted asset audits and led IT onboarding.

Active Directory Sophos iOS AV Equipment Video Conferencing Asset Management SLA Compliance Onboarding Technical Documentation

Hyperion Service Desk Technician

EOH Oracle – Intellient

Oct 2014 - Mar 2015 (5 months)

Deployed and configured Hyperion EPM systems, monitored performance, and administered SQL Server 2008. Provided remote support via VPN clients and managed client financial metadata.

Oracle EPM HFM (Hyperion Financial Management)Essbase Financial Reporting Planning OBIEE Performance Manager SQL Server 2008 Windows 2008 VirtualBox VMWare Cisco AnyConnect Juniper FortiClient Oracle SmartView Excel

Education

Degrees, certifications, and relevant coursework

Microsoft

AZ-900: Microsoft Azure Fundamentals, Cloud Infrastructure & Service Fundamentals

2020 - 2020

Earned the AZ-900 Microsoft Azure Fundamentals certification, covering cloud infrastructure and service fundamentals.

EOH Training Solutions

System Support (NQF Level 5), System Support

2015 - 2015

Completed a System Support qualification at NQF Level 5, covering server assembly and maintenance, client-server networking, LAN design, and Server 2008 administration.

IQ Business

Business Analysis Bootcamp, Business Analysis

2022 -

Completed a Business Analysis Bootcamp with a core focus on mastering BABOK 6 foundational knowledge areas.

CompTIA

Network+ (N+ Certification), Network+

2014 - 2014

Earned the Network+ certification, focusing on network concepts, architecture, protocols, and infrastructure troubleshooting.

Richfield Graduate Institute of Technology

Diploma in Information Technology (NQF Level 5), Information Technology

2012 -

Pursued a Diploma in Information Technology at NQF Level 5, covering database systems, information systems, network architectures, Java, and Visual Basic programming.