Joyce Sulit Email & Phone Number

Brisbane, Queensland, Australia

• Level 2 & 3 technical support and troubleshooting across a range of exciting technologies (AWS and/or Azure, Microsoft, Next-Gen Firewalls).
• Managing, troubleshooting, and resolving incidents, service requests, events, and problem tickets.
• Communicating with customers on technical items.
• Delivering outstanding customer service.

Philippines

• Responsible in working closely with All other teams across the Platform to lead in incident management in Production including Certification and Development environments to optimize performance and security on our.
• Create processes designed to measure system effectiveness and identify areas for improvement. Stay abreast of new technologies in the field and provide recommendations to organizational management on new solutions..
• 24/7/365 Site Operations supporting New Lexis Platform Applications (Cloud and On-Premise) including upcoming Services and Project that will be migrated to NLP.
• Primary on call for any New Lexis Platform related incidents (PROD, CERT and DEV Environments)
• Real-time and proactive monitoring of logs and application performance
• Incident and Change Management, Service Catalog / Service Task Fulfillment

Philippines

• Responsible for Operational support of the LAN, WAN, Cloud and Data Center for Lexis Nexis’ Enterprise and Production environments globally. Effectively communicating compliance, policy & processes to BU & Stakeholders.
• Participates in a 7x24x365 operational organization, with main accountabilities of Incident Management, Change Management, Service Request Fulfillment and Problem Management are correctly assessed, escalated and.
• Provided monitoring, troubleshooting, recovery, and problem escalation in a multi-platform production environment.
• Analyzing, correlating, and troubleshooting events to perform recovery actions and providing assistance to support teams.
• Working as a team to manage incidents – triage, take corrective action, communicate, and escalate while ensuring the availability of all Business Services and Applications.
• Collaborated across teams, find creative solutions to improve process, tooling, and training.

NCR - National Capital Region, Philippines

• Provided 1st line end user support to global business units, home-based, and campus-based internal employees or contractor staff.
• Responsible for using problem solving skills to troubleshoot and diagnose information technology platform components and/or services that are used by our end users.
• Ensured a high level of support by meeting or exceeding caller expectations.
• Built confidence and system use with callers. Interact with a variety of different support organizations.
• Make fast, accurate decisions on triage of issues, and either restore, resolve, or assign to appropriate level 2/3 team.
• Maintained clear lines of communication with several other support groups.

NCR - National Capital Region, Philippines

• Provided 3rd tier of technical support for SeaChange Advertising Systems and Cloud Systems.
• Took ownership of phone support with efficiency, accurately reporting customer’s technical issues and setting the proper expectations for follow-up.
• Provided sales support to resellers on optimal installation configurations in a complex network environment.
• Openned customer accounts by recording account information and resolving complex projects or accounts.
• Kept customer appraised of known issues, furnishing them with software fixes, service packs and upgrades.
• Transferred knowledge and expertise to customer specialists

CAR - Cordillera Administrative Region, Philippines

• Interpreted account records request, handle marketing escalations and cross-sell value added service that are offered by the company.
• Gave voice recognition walk through and also provide troubleshooting guide to ensure clients receive quality broadcasting service.

NCR - National Capital Region, Philippines

- Nominated as one of the top ten team leads for leading a team of new hires to exceed goal metrics from first quarter of dispatch.- Performed coaching tasks, professionally managed escalations and attended courses to develop leadership and technical skills.

Philippines

• 1st Runner up 1st quarter Supervisor Job Model 2007 for leading a team of new hires by monitoring their production output ensuring project goals are met according to schedule.
• Reviewed reports and procedures, occasionally revising it.

Philippines

• Designed and Maintained the company's website thereby providing the company a constant web presence.
• Constructed and Maintained multiple email accounts for the company ensuring that there is always an open line of communication between the company and its clients.
• Provided technical support and assistance on a 24/7 on-line and on-call basis

Baguio City, Philippines

• Coordinated with the Project and Marketing Manager about project status. Digitized over a 100 chess diagrams on a daily basis for constructing training modules using Chess based software.
• Assisted chess trainees in using computer based training software, maintained network, software and hardware of 5 workstations. Also on handled automated pairing on chess tournaments.

Bachelor Of Science (B.S.), Computer Science

Activities and Societies: Varsity for Chess Team

Ccnp Routing And Switching

Ccna Routing And Switching