Abegail Marz Email & Phone Number

Calgary, Alberta, Canada

The Enterprise Center, Paseo De Roxas, Legazpi Village, Makati City

Deltek Systems (Philippines)Ltd.Cloud Infrastructure Site Reliability Engineer | Cloud Ops SpecialistAmazon Web Services, Active Directory, Duo Mobile, GitHub, Microsoft Azure, NexposeMicrosoft 365, PagerDuty, PowerShell Scripting, Group Policies, Sophos UTM, Sophos Console and Central, Splunk Enterprise• Administered and managed cloud resources on AWS and Microsoft Azure.• Analyzed and troubleshooted complex infrastructure issues, provided server fault diagnosis, resolved server issues, and interacted with vendors.• Assisted in performing and administering regular security assessments and conducted access audits.• Deployed software, patches, updates, and hotfixes using Systems Manager (SSM), BigFix, or similar deployment tools.• Gathered evidence for compliance audits, enforced IT policies, and ensured security administration, including firewall, WAF, IPS, AV, and MFA solutions.• Managed remote/WFH user connectivity, VPN, and RDP.• Monitored resources using networking monitoring tools such as PRTG and Splunk.• Collaborated with team members to improve processes, procedures, and data security.• Created documentation for technical operational processes and procedures.• Conducted access management for all systems, including onboarding and offboarding users and implementing single sign-on (SSO).

Entertainment City, 1 Aseana Ave, Tambo, Parañaque, 1701 Metro Manila

Bloomberry Resorts and Hotel• Administered and maintained end user accounts, permissions, and access rights through approval matrix and role matrix.• Assisted with troubleshooting and problem analysis by working with other teams, vendors, and users to diagnose and resolve user access issues.• Coordinated monthly and semi-annual user access reviews in accordance with company policy and controls.• Controlled users' privilege/emergency access requests to ensure monitoring and approval.• Documented and highlighted any potential risk concerns identified, escalating to management if required.• Maintained knowledge and understanding of internal processes, procedures, and IT control policies, supporting the identity lifecycle and ensuring request fulfillment policy adherence.• Provided on-call technical support and resolutions for other information security activities as needed.• Responsible for provisioning/de-provisioning access to applications based on established policy, standards, and procedures to ensure necessary authorizations were obtained.• Updated and resolved incident tickets, ensuring timely settlement of assigned user requests and issues as outlined by Service Level Agreements.• Ensured all documented processes were accurate and current.

Manulife Bldg., Up North Science & Technology Park, Commonwealth Ave., Diliman Quezon City

Manulife Data Services Inc.IT-Associate: Access, Incident Management and Reporting• Participated in user administration activities, including Active Directory management (creation, deletion, and modification of access).• Managed and executed daily service requests for additions, deletions, and modifications of user accounts, groups, and access privileges for centrally managed business applications and related security services.• Troubleshot, managed, and maintained security and access privileges for system IDs, directories, file systems, and access groups.• Validated the security of user access on all applications.• Collaborated with application owners to verify the correctness of access profiles, user roles, and permissions.• Escalated to the next level of support as dictated by the process.• Ensured full compliance with data and confidentiality requirements for processed user data.• Participated in meetings related to application changes and relayed modifications to other teams.• Demonstrated expertise in various applications, including Active Directory, ServiceNow, MS Outlook/Office365, Citrix, Citrix XenApp, Virtual Machine, ServiceNow, HP Service Manager 7, Service Center 6, Lotus Notes Domino, Lotus iNotes, Lotus Notes Traveler, Lotus Notes Sametime, Mainframe Applications (RACF and Filenet Access to Rumba Mainframe), Network Access/Share File, and RSA SecureID/Virtual Private Network (VPN).

Manulife Bldg, Up North Science & Technology Park, Commonwealth Avenue, Diliman, Quezon City, 1001

Manulife Data Services Inc.• Handled inbound and outbound calls from plan members, dependents, and providers, addressing inquiries related to their health and dental insurance.• Provided accurate information on health and dental benefit coverage, including limitations and conditions.• Updated plan member and dependent information and referred to appropriate contacts when necessary.• Verified the accuracy of processed claims based on contractual provisions and facilitated adjustments or further processing as needed.• Assisted plan members with any issues they encountered on their plan member site.• Coordinated with other departments to determine claim eligibility and status.

Pldt Nsob, Espana Boulevard Mayon, Quezon City

Inspiro Relia, Inc. formerly SPi Global/Epldtventus• Delivered exceptional service and support to end-users (customers) using automated call distribution phone software, remote connections, or the Internet.• Provided comprehensive assistance for registration, email setup, physical line signal testing, modem/filter configuration, and troubleshooting of email, browser, and modem issues.• Interacted with customers to promptly address their inquiries, technical concerns, and requests regarding products and services.• Gathered customer information, analyzed symptoms, and diagnosed and resolved technical hardware and software issues, including internet connectivity and email clients.• Conducted research using available resources, followed standard processes and procedures, and escalated priority issues according to client specifications.• Monitored and managed technical issues related to products, redirecting problems to the appropriate resources when necessary.• Offered alternative solutions when appropriate to retain customers and clients' business.• Accurately processed and recorded call transactions using designated tracking software and computer systems.• Effectively organized ideas and communicated oral messages tailored to the listeners and specific situations.• Followed up and scheduled call backs to customers as required.

Information Technology, Computer Systems

Data Center Management and Virtualization Service Management - (ServiceNow & ITIL® 4) Emerging Trends in Technology Information Technology.

Bachelor Of Science In Information Technology, Information Technology

Operating Systems Applications Computer Organization Networking Systems Analysis and Design Management Information Systems Database.