Marie Grace Balang
OBJECTIVE
10 years of dedication and results-driven professional with experience as SAP BASIS Consultant/Security Consultant and as a Technical Solution Service Desk Specialist. Adept at understanding customer needs and translating technical concerns into positive experiences. Handled SAP System environments, including installations, upgrades and system copies. experience in SAP security and authorizations, specializing in role design, user administration, and compliance. I focus on securing SAP systems while ensuring smooth business operations. With a strong foundation in technical support and SAP administration, I was able to hone outstanding customer service skills with the ability to communicate technical information to non-technical users effectively. I aim to contribute to your organization’s success by delivering exceptional service and technical expertise.
EXPERIENCE
Virtual Customer Support Specialist (Email Support)
IL MAKIAGE | Remote
June 2024 – February 2025
• Handled customer support via email using Zendesk, Zowie, Magento, and HubSpot.
• Resolved inquiries and issues efficiently while maintaining accurate communication logs.
SAP BASIS Consultant/Security Consultant
WeServ Systems International, Inc. | Fujitsu Philippines Global Delivery Center | Taguig City
November 2018 – February 2025
• Performing system installations, upgrades, migrations, and patches.
• Managing SAP system landscapes (DEV, QA, PROD) and client copies.
• Monitoring system performance, database health, and applying tuning measures.
• Managing transport requests and ensuring smooth system change management.
• Performing system backups, restores, and disaster recovery procedures.
• Coordinating with infrastructure teams on OS, DB, and network-related issues.
• Implementing security patches and ensuring compliance with IT standards.
• Providing ongoing BASIS support for projects and day-to-day operations.
• Designing and managing SAP roles and profiles using PFCG.
• Administering user access and authorizations across SAP modules and systems.
• Performing security audits, identifying risks, and remediating SoD (Segregation of Duties) conflicts.
• Using SAP GRC Access Control for risk analysis, role management, and access requests.
• Troubleshooting authorization issues with SU53, SUIM, and ST01 trace.
• Ensuring compliance with internal controls, SOX, and other regulatory requirements.
• Supporting audit activities and providing mitigation or remediation strategies.
• Collaborating with functional and technical teams to ensure secure system operations.
QA Tester (App Portal and Mobile)
October 2020 – March 2021
• Identified and tested bugs across website and mobile platforms.
• Collaborated with the content and backend teams for continuous improvement.
• Approved level 2 requests and contributed feature suggestions.
Technical Support Specialist/Service desk Engineer
Hewlett Packard Enterprise/DXC Technology | Taguig City
June 2015 – February 2018
• Handling incident management issue.
• Monitor the ticket and ensure the quality of ticket resolution.
• Liaise with SAP counterparts on the deliverables, technical updates, and major outages issues.
• Work on tickets under pressure and ensure service level agreement (SLA) are met.
• Provide authorization access and troubleshooting to all accounts.
• Log, validate and diagnose customer issues, on the full range of products and applications used on the customer site.
• Providing the customer with a solution through information gathering, analytical troubleshooting and problem research, or to route or escalate the call to the appropriate resolution group.
• Escalation and management of calls to agreed service levels.
• Being responsive to clients whilst following the principles and procedures of the quality management system
• Handling High Severity Tickets and escalating it to the proper team Remotely Connect to users machine using LogMeIn and DameWare
• Resolve Bitlocker recovery code and Pin
• Microsoft Outlook troubleshoot (PST & OST error, login, map drives, application cannot open/crashing)
• Microsoft Lync/Skype support
• Office 365, Microsoft 2016 support process
• SAP Password Reset
EDUCATION
Bachelor of Science in Electronics and Communications Engineering
Eulogio "Amang" Rodriguez Institute of Science and Technology
CERTIFICATIONS
• SAP Certified Technology Associate – SAP HANA 2.0 SPS05 (January 27, 2023)
• Database Administration – SAP HANA (November 09, 2025)
• ITIL 2011 Foundation (IT Service Management) (Aug 8, 2018)
Certificate No. GR-MB
TECHNICAL SKILLS
• SAP Basis Administration & Security
• SAP NetWeaver 7.3/7.4, S/4HANA, SAP ECC, SAP GUI
• Service Desk Tools: HPSM, ServiceNow, Zowie, Zendesk
• Windows Active Directory, Remote Desktop, Microsoft 365
• Magento, HubSpot
• Incident and Ticket Management
CORE COMPETENCIES
• Excellent communication & customer service
• Strong problem-solving and troubleshooting abilities
• Pressure-resilient and results-oriented
• Familiarity with technical support tools and protocols
• Proficient in phone and email-based service desk support
