Alaisia D'Aguilar

Streamlined IT service delivery by managing technical ticket dispatch, optimizing Service Analyst workflows via ConnectWise Manage and MS Teams, and analyzing SLA performance to eliminate bottlenecks. Optimized operational costs and billing accuracy by negotiating with vendors to reduce subscription and equipment expenses by 15–30%, while cross-referencing client agreements against monthly invoices. Led cross-functional IT projects and client onboarding, coordinating firewall installations, MSP migrations, and license/subscription provisioning. Standardized support procedures and documentation to drive workflow consistency, reduce repetitive service desk issues, and generate comprehensive month-end reporting on client devices, servers, and agent counts. Partnered with procurement, shipping, and accounting teams to ensure timely hardware delivery and provide weekly technical sales and logistics updates.

Served as primary administrator and support resource for RealPage OneSite, Financial Suite, Learning Management System (LMS), and Spend Management platforms supporting corporate and property management operations. Managed user provisioning, role-based security, permissions, and access controls across enterprise business applications, ensuring compliance with organizational policies and operational requirements. Configured and maintained application workflows, system settings, and business processes to support leasing, property management, financial, procurement, and operational functions. Supported system integrations between RealPage platforms and connected business applications, coordinating issue resolution, testing, and implementation activities with internal stakeholders and vendors. Designed, generated, and maintained custom operational and financial reports utilizing enterprise reporting tools, providing business leaders with actionable insights and data-driven decision support. Performed data validation, analysis, reconciliation, and report exports to support operational audits, business reviews, and executive reporting initiatives. Delivered end-user training, onboarding, documentation, and ongoing support for corporate staff and property teams, improving platform adoption and reducing recurring support requests. Acted as primary escalation point for complex application issues, troubleshooting software functionality, user access, reporting discrepancies, and workflow-related challenges across multiple departments. Partnered with Finance, Operations, Property Management, and Technology teams to gather business requirements, identify process improvements, and implement system enhancements. Leveraged AI-assisted knowledge resources, vendor documentation, and internal support repositories to accelerate issue resolution and improve application support processes. Administered Active Directory user accounts, password management, licensing, and security access controls while maintaining data integrity and compliance standards. Provided executive-level technical and application support to corporate leadership, ensuring minimal disruption to critical business operations.

Managed operations and logistics for a 2,000+ unit property portfolio, overseeing lease tracking, financial reporting, repair scheduling, and vendor/resident communications utilizing the Yardi software system. Oversaw team workflows and digital training for a 25-member team, optimization employee performance, scheduling logistics, and task assignments to enhance coverage and quality assurance. Administered office IT systems and access control, troubleshooting and updating Windows 7 office systems, providing technical guidance on software issues to staff, and managing facility security via building key cards. Coordinated large-scale operational projects and compliance, collaborating with project managers and city agencies to facilitate annual portfolio-wide apartment inspections and complex utility maintenance schedules. Maintained administrative data integrity, creating detailed spreadsheets, compiling operational reports, and handling escalated stakeholder inquiries via phone and email.

Provided Tier 1 technical support and data management, troubleshooting MacOS software/hardware issues and performing daily updates to financial, customer, and business databases to prevent data loss. Administered physical and digital content management systems, maintaining highly organized, easily retrievable filing structures for team members. Managed front-office operations and communications, serving as the primary point of contact for visitors, managing the reception environment, and routing information requests efficiently.

Managed high-volume queue operations, efficiently resolving 100–200 remote technical support tickets daily using LogMeIn while maintaining strict composure and applying de-escalation techniques under pressure. Diagnosed and repaired hardware and network infrastructure, testing system operations, troubleshooting data connectivity issues, and configuring physical components including firewalls, routers, printers, and scanners. Delivered comprehensive tier-1/2 root cause analysis, consulting with end-users via telephone to troubleshoot software malfunctions and guiding them through guided self-help and basic resolution techniques. Optimized support desk efficiency, documenting detailed repair processes to streamline future technical workflows and collaborating directly with external vendors to resolve complex software and hardware concerns.