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Brookeshields Lacuesta

@brookeshieldslacuest

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Experienced IT professional with a strong background in technical support.

Philippines

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What I'm looking for

I am looking for a role that allows me to leverage my technical skills and leadership experience in a dynamic environment, focusing on team collaboration and operational excellence.

I am an experienced IT professional with a strong background in technical support, incident coordination, and team leadership. Currently, I serve as a Team Leader at Atos Information Technology Inc., where I provide direction and guidance to my team, manage performance, and enhance operational efficiency. My problem-solving skills have been instrumental in resolving complex issues and ensuring seamless operations.

Previously, I worked as an Incident Management Coordinator, overseeing incident response and ensuring timely resolution of issues. I collaborated with various teams to uphold service level agreements and addressed escalations to enhance process efficiency. My journey in IT began with my role as an IT Service Desk Analyst, where I focused on customer satisfaction and troubleshooting support, helping users resolve software, hardware, and account-related issues.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Atos Information Technology Inc.

Sep 2022 - Present (2 years 9 months)

Led a team in providing technical support, incident coordination, and improving operational efficiency. Skilled in resolving complex issues and managing performance.

Team Leadership Technical Support Incident Management Performance Management

Incident Management Coordinator

Atos Information Technology Inc.

May 2021 - Sep 2022 (1 year 4 months)

Oversaw incident response and ensured timely resolution of issues. Collaborated with teams to uphold service level agreements, addressed escalations, and enhanced process efficiency.

Incident Management Process Improvement Team Collaboration Escalation Management

IT Service Desk Analyst

Atos Information Technology Inc.

Aug 2019 - Apr 2021 (1 year 8 months)

Provided IT troubleshooting support with a focus on customer satisfaction. Helped users resolve software, hardware, and account-related issues while logging and monitoring issues for ongoing improvements.

Customer Support Software Issues software issues

Technical Support Associate II

Concentrix

Aug 2019 - Apr 2021 (1 year 8 months)

Responded to customer inquiries and resolved technical issues, helping customers with software-related problems and documenting customer interactions.

Technical Support Documentation Problem Solving software issues

Education

Degrees, certifications, and relevant coursework

AMA Computer College

Bachelor of Science in IT, Information Technology

2019 - 2021

Offered IT troubleshooting support with a focus on customer satisfaction. Helped users resolve software, hardware, and account-related issues. Logged and monitored issues for ongoing improvements.