Provided frontline Level 1 support through Microsoft Teams and managed ticket creation, documentation and triage in Jira, assessing urgency, business impact and priority and classifying each case as a Request, Incident or Enhancement. Escalated cases to SAP, Systems, Cybersecurity or Networking teams according to the issue scope and established procedures. Verified user identities, reviewed user profiles in Microsoft Intune, and performed authorized password and multi-factor authentication resets under security protocols. Coordinated software installation requests by obtaining manager approvals in accordance with corporate policies and assisted users with Microsoft Intune Company Portal setup on corporate devices to access and install approved applications. Helped build the Frontline Team from the ground up and contributed to defining support workflows and standardized operating procedures. Developed and maintained Knowledge Base Articles (KBAs) in Atlassian to document recurring incidents, troubleshooting procedures, escalation paths and standardized Frontline support protocols. Supported the organization-wide migration from Okta to Microsoft Entra ID, assisting hundreds of users with Microsoft Authenticator installation, enrollment and MFA adoption, including users with limited technical experience. Contributed to a rapid reduction in migration-related support tickets and received positive feedback from supervisors regarding the team's support during the transition.

Provided phone and email support in English and Spanish, using Zendesk to manage tickets and verifying customer identities with accepted documentation. Contributed to a team initiative that reduced identity-verification tickets by 70% in one month, exceeding the 40-50% target; more than half of the affected accounts were reactivated.

Assisted customers in English and Spanish with hotel information, reservations and payments using SAP. Generated complaint tickets, escalated cases to relevant departments and worked toward monthly sales goals.

Managed check-in, check-out, bookings, payments and guest assistance in a five-star hospitality environment.