Roselle Pasana Email & Phone Number

Adelaide, Sa, Au

I coordinate hardware and software procurement, ensuring timely audits and maintenance to boost efficiency. I provide comprehensive service desk support, resolving IT issues via phone, Jira, and remote access, and maintain a robust IT infrastructure. I manage user tasks, like creating permissions and distribution lists, to enhance security and user experience. I also oversee system setups and routine maintenance, ensuring devices are ready and users are satisfied. Additionally, I manage Jira and Confluence environments, customise workflows, and maintain IT documentation to drive improvement and knowledge sharing.• Coordinate onboarding, enhancing user transition experiences and system integrity.• Automated critical Jira workflows, increasing team productivity and reducing manual intervention.• Developed comprehensive help guides and knowledge bases in Confluence, improving internal resource accessibility.

Australia

I served as the main escalation point for complex inquiries, ensuring client and contractor issues were resolved efficiently. I conducted training sessions for new client administrators and Rapid employees, boosting company-wide skills. I managed and updated the team's Confluence Knowledge Base, maintaining essential processes and client-specific documentation. I provided the Team Leader with detailed data reports for trend analysis and identifying improvement opportunities. I also compiled and communicated daily reporting figures to monitor team productivity and manage workloads effectively.• Streamlined issue resolution by utilising OTRS, Zoho Desk and Jira for logging and tracking matters raised by clients.• Optimised operational efficiency by spearheading the development of team-wide processes within the Confluence Knowledge Base.• Empowered leadership with actionable insights by providing comprehensive data analysis for strategic planning.• Enhanced team performance and service delivery through the design and execution of targeted training programs.

I delivered software support for over 16 applications via phone, email, and remote access. I diagnosed Level 1 tickets in Zendesk and Salesforce, escalating when needed. I designed virtual machines mirroring client server setups to replicate and troubleshoot issues. I initiated JIRA tickets for SaaS and Engineering teams during outages or bug fixes. I assisted clients with system setup and resolved software problems, collaborating with internal teams to ensure system uptime requirements were met.

Philippines

Providing outstanding support in assisting customers set up and troubleshoot DSL and home networking issues.Assisting customers in accessing their emails and setting up Troubleshooting line issues with Telstra Field Engineers providing good connectivity up to the customer's premise.

Philippines

Providing Excellent support to AT&T customers assisting them setup and troubleshoot their internet issues.Remotely troubleshooting wireless modem/routers to help resolve issues quicker and with less stress to the user.

Cert Iv, Information Technology In Networking

Coaching And Mentoring

Cert Iii In Individual Support, Health Services/Allied Health/Health Sciences, General

B.S. Computer Science, Computer And Information Sciences And Support Services