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 infrastructure. Responsible for both maintaining site reliability and Service deployments of Business products. Facilitate service monitoring, application upgrades, building infrastructure enhancements, and managing ongoing tasks. • 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. Oversee the selection of orchestration tooling, as well as compliance audits and reporting. May be responsible for identifying, correcting, and enhancing important software tools. Seek ways to enhance systems operations, with a focus on automation and minimizing cost.• 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• Responsible for Problem Management - Problem identification, predictability, prevention and detection that will help to improve Availability and Reliability of the application• Build / Bake / Deployments and Releases in CERT and PROD Environment for New Lexis Platform Applications and Services in Minor, Major and Emergency Releases• Responsible for installation, maintenance, security, performance and tuning of New Lexis Platform and related software and services.• Ensures close technical interchanges on Platform related issues with SRE, Application Developers, Shared Services and Operations personnel as necessary.

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 effectively handed over between shifts.• 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. • Facilitated the overall restoration of normal operations with minimal impact on the business, and within agreed service levels.

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