Tonia User
@toniauser2
I resolve enterprise IT incidents across ServiceNow, SaaS, access, and connectivity systems.
PolandWhat I'm looking for
I'm currently supporting Coca-Cola at Wipro, delivering L1–L2 technical support in a high-volume, SLA-driven ITSM environment. I manage ticket lifecycles in ServiceNow, from triage and escalation through resolution.
I troubleshoot user-facing access, connectivity, VPN/Zscaler, SaaS, Active Directory, and Microsoft 365 issues, collaborating with L2/L3 teams on complex incidents. I also contribute to knowledge base documentation and root cause analysis, with practical exposure to AWS and Microsoft Azure in support scenarios.
Previously, I supported medium and large businesses in TELUS International's Meta Pro Program, providing guidance on platform functionality, tracking setups, campaign performance, and technical account issues.
My background also includes content review for Google/YouTube at Genpact, financial advisory, sales, and co-founding a cultural exchange initiative connecting European and African businesses.
Experience
Work history, roles, and key accomplishments
Coca- Cola @ WIPRO
• Deliver L1–L2 support using ServiceNow within an ITSM environment
• Manage end-to-end ticket lifecycle, including triage, escalation, and resolution
• Work with SLA/KPI targets in a high-volume support environment
• Troubleshoot VPN (Zscaler), access, and connectivity issues
• Support SaaS applications and enterprise tools
• Collabora
TELUS International @ Meta
• Supported medium and large business clients as part of the Meta Pro Program
• Provided consultative guidance on platform functionality, tracking setups, and campaign performance
• Assisted clients with troubleshooting account and technical issues
• Acted as a point of contact between clients and internal teams for escalations
• Opera
Genpact @ Google/YouTube
• Reviewed and evaluated content to ensure alignment with platform policies and safety standards
• Identified patterns and trends, escalating complex or ambiguous cases when needed
• Worked with cross-functional teams to ensure consistent decision-making and quality outcomes
• Advised clients on insurance and financial products tailored to their individual needs
• Built and maintained client relationships through consultative communication
• Supported clients in making informed financial decisions
• Delivered high-volume sales for luxury fragrance brands in a fast-paced airport environment
• Engaged customers through personalized recommendations and product demonstrations
• Consistently met and exceeded daily sales targets
• Co-founded a cultural exchange initiative connecting European and African businesses
• Oversaw marketing efforts to increase program visibility and participation
• Contributed to planning and organizing cultural events, enhancing cross-cultural understanding and networking opportunities
Education
Degrees, certifications, and relevant coursework
Balassi Institute
Biology and chemistry certificate
University of Szeged
Bachelor's degree, Dental Hygiene/Hygienist
Medicinska škola 7. april
High School Diploma, Medical nurse
Balassi Institute
Certificate, Biology and Chemistry
Completed a certificate program in Biology and Chemistry at Balassi Institute.
Tech stack
Software and tools used professionally
Availability
Location
PolandAuthorized to work in
Job categories
Skills
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