Heezen Elises

Coordinated with Allbridge and Peacey Systems to support hotel network deployments, including guest Wi-Fi, captive portals, and PMS integrations. Validated guest authentication workflows and performed troubleshooting for captive portal issues.

-Coordinated with Allbridge and Peacey Systems to support hotel network deployments, including guest Wi-Fi, captive portals, and PMS integrations.
-Validated guest authentication workflows by ensuring proper integration between network systems and Property Management Systems (PMS).
-Performed troubleshooting and root cause analysis for captive portal issues, login failures, and network access erro

-Coordinated with Allbridge and Peacey Systems to support hotel network deployments, including guest Wi-Fi, captive portals, and PMS integrations.
-Validated guest authentication workflows by ensuring proper integration between network systems and Property Management Systems (PMS).
-Performed troubleshooting and root cause analysis for captive portal issues, login failures, and network access erro

Worked as Voluntary work at Career Break.

Led and oversaw the service desk and administrative services teams, implementing best practices and ensuring team adherence to organizational level agreements. Managed IT asset lifecycle and collaborated with resolver teams.

-Lead and supervise the service desk and administrative services teams
-Implement service desk best practices – processes, tools, methods, standards and framework
-Ensure the team consistently meets stated organizational level agreements (OLA)
-Collaborate with resolvers, within and external to CIT, facilitating successful completion of tasks
-As owner of asset management process, build and mainta

Worked as Career transition at Career Break.

-Ensure proper shift scheduling for the service desk team on a 24x7 basis
-Provide direction and communication to team members for timely and efficient handling of customer service requests
-Evaluate processes and suggest improvements to enhance efficiency and service to external customers
-Provide regular performance feedback and coaching to team members, and administer performance reviews
-Suppo

Managed shift scheduling for a 24x7 service desk team, provided direction and communication for efficient handling of customer requests, and evaluated processes to enhance efficiency. Provided performance feedback and coaching to team members.

Worked as Health and well-being at Career Break.

-Develop and implement staffing plans, including recruitment and hiring processes.
-Guide and mentor employees to align with policies and procedures, providing career development opportunities.
-Foster a positive and inclusive team culture, promoting collaboration, conflict resolution, and diversity appreciation.
-Implement performance management processes, including goal setting, feedback, and su

-Review and sign DOUs for Grant organization creation, handle expiring Grant accounts, and serve as a member of IBM SWAT.
-Create notifications for clients, manage user accounts, and ensure system security and documentation.
-Analyze system logs, perform routine audits, and ensure network infrastructure is functioning correctly.
-Review operating systems and develop new Windows-based applications

• Review and sign DOUs for Grant organization creation, handle expiring Grant accounts, and serve as a member of IBM SWAT.
• Create notifications for clients, manage user accounts, and ensure system security and documentation.
• Analyze system logs, perform routine audits, and ensure network infrastructure is functioning correctly.
• Review operating systems and develop new Windows-based applicati

-Manage support requests for Telco software applications via various communication channels and assign tasks to relevant team members.
-Extract and analyze data from relational databases using MSAccess/SQL for diagnostic purposes.
-Maintain Excel spreadsheets and report metrics to offshore management.
-Diagnose Telco billing queries and ensure accurate pricing structures in the database.
-Coordina

• Manage support requests for Telco software applications via various communication channels and assign tasks to relevant team members.
• Extract and analyze data from relational databases using MSAccess/SQL for diagnostic purposes.
• Maintain Excel spreadsheets and report metrics to offshore management.
• Diagnose Telco billing queries and ensure accurate pricing structures in the database.
• Coo

Served as Subject Matter Expert, providing guidance and on-the-job training to new service desk analysts. Handled inbound calls for technical support, resolved tickets, and provided remote access and Blackberry support.

-Serve as a Subject Matter Expert, providing guidance and support to newly hired service desk analysts.
-Deliver on-the-job training to newly hired service desk analysts to ensure comprehensive knowledge transfer.
-Receive and respond to inbound calls, providing technical support for desktop and email issues, and leveraging remote access and Blackberry support as needed.
-Address requests promptly

- Handle incoming calls for TV-related issues, including billing, technical, and activation inquiries
- Serve as POC for attendance and metric tracking, including AHT and customer satisfaction surveys
- Provide guidance and support to team members in the absence of the team lead
- Conduct refresher courses for colleagues on an as-needed basis

• Handle incoming calls for TV-related issues, including billing, technical, and activation inquiries
• Serve as POC for attendance and metric tracking, including AHT and customer satisfaction surveys
• Provide guidance and support to team members in the absence of the team lead
• Conduct refresher courses for colleagues on an as-needed basis.

-Provide technical support to clients experiencing computer and internet-related issues.
-Troubleshoot and resolve issues with routers, internet connections, computer hardware and software, and antivirus programs.
-Conduct periodic checks of the central hub to identify and address any widespread issues reported by clients.
-Ensure prompt and effective assistance to individual client concerns.
-Mai

Provided technical support to clients experiencing computer and internet-related issues. Troubleshot and resolved issues with routers, internet connections, hardware, software, and antivirus programs.

Handled calls with internet problems and performed basic troubleshooting with clients. Appointed POC for the team and conducted refresher courses for colleagues.

-Handling calls with internet problems and also doing some basic troubleshooting with the client.
-Make sure every client no matter what the issue/relation internet problem is resolved.
-Appointed POC (Point of Contact) for my Team
-Handle some refresher courses for my colleague.

-Design and engineer solutions for project and operational needs, and maintain system standards.
-Install and configure servers, hardware, peripherals, and applications, and develop and maintain installation procedures.
-Monitor system performance, security, backups, and conduct regular maintenance and upgrades.
-Provide Tier III support and troubleshoot issues, and coordinate with impacted partie

Designed and engineered solutions for project and operational needs, installed and configured servers and applications, and monitored system performance and security. Provided Tier III support and generated performance reports.

-Handles students from 1st Year to 3rd Year of high school.
-I teach computer subjects (fundamentals of computer, Basic Programming using Visual Basic, Microsoft Office like Word, Access, PowerPoint, and Basic Flash using available tools e.g. SWISH).
-Handles some of the computer events.
-Facilitate the computer laboratory.
-Raise a ticket to the IT department if there is a problem with computers

Taught computer subjects to high school students, including fundamentals, Visual Basic, and Microsoft Office. Facilitated the computer laboratory and raised tickets for technical issues.

-Handles students from 3rd Year to 4th Year College.
-I teach advanced computer subjects (Basic and Advance Visual Basic, Microsoft Office, Database Normalization, Basic Networking, and Basic to Advance HTML Programming)
-Thesis Advisor for 2nd Year and 4th Year students taking Diploma in Information Technology and Bachelor of Science and Information Technology.
-I am also a part of the Laboratory

• Handles students from 3rd Year to 4th Year College.
• I teach advanced computer subjects (Basic and Advance Visual Basic, Microsoft Office, Database Normalization, Basic Networking, and Basic to Advance HTML Programming)
• Thesis Advisor for 2nd Year and 4th Year students taking Diploma in Information Technology and Bachelor of Science and Information Technology.
• I am also a part of the Labora

-Design, develop, and maintain software applications to meet user requirements.
-Write, test, debug, and troubleshoot code using various programming languages and frameworks.
-Collaborate with team members to implement and maintain software features and functionality.
-Perform testing and quality assurance to ensure the software meets requirements and document software code.
-Continuously update a

Reviewed and signed DOUs for Grant organization creation, managed user accounts, and ensured system security. Analyzed system logs, performed audits, and maintained network infrastructure.

Programming

Pursued a Bachelor of Science in Computer Science with a focus on programming.

Completed secondary education.

Completed elementary education.

Completed primary education.

Earned a certificate in Basic PC Troubleshooting.

Earned a diploma in Information.

Earned a certificate in Graphic Design.