Teresa Olis Email & Phone Number

Canterbury & West Coast, New Zealand

Gisborne & Hawkes Bay, New Zealand

Singapore

Client: Novartis Pharmaceuticals - with 5 different locations across Singapore • Directly reporting to the Service Delivery Manager, managing a team of 7-10 agents • Coordinating and acting as Point of Contact with all the Local IT Personnel for every project’s offices and manufacturing plants across Singapore• A proficient SME to ensure that processes, policies and the application requirements are accurate.

Singapore

IT Operations – Helpdesk Support for Shared ServicesProject included were Manpower Group – Australia and New Zealand, StarHub, AGI, & Novartis• Directly reporting to the IT Operations Lead• Provide first and second level investigation of incidents, identifying and isolating source of hardware, software and/ or networking problem as reported by users.• Supporting the day to day IT operations of different offices across New Zealand, Australia, Malaysia and Singapore including AD, Emails, WAN, LAN, IP Telephone, Video Conferencing, & Mobile Devices• Monitoring network issues and data center activities as well as to provide escalation services to the right support personnel for outstanding task(s) which relates to server and network related problems. • Provide training to the team members should there be new applications or processes• Incident and Service Request Management thru Remedy, Serena and Service Now

Cubao, Quezon City, Philippines

• Reports directly to the Resolution Specialist Manager / Operations Manager• Assists the Team Supervisor to manage a group / team of 12 people, ensures that Average Handling Time is being met and implements First Call Resolution• Responsible in providing Technical updates and procedures to the team• Handles Escalations and taking ownership of delicate problem to ensure fast resolution• Interacts through conference call on a weekly basis with American Clients• Takes in call (inbound or outbound), provide technical guidance and assistance, support and advice to their clients or customers via phone or email whenever the queue spikes• Configuration of client’s computer to connect to internet via modem / DSL Routers and other peripherals• Responsible for designing, installing, and managing a home LAN (local-area network), WAN (wide-area network), Internet system• Configure some software like MS Office, Adobe, Games to prove hardware functionality• Provide simple training to clients in the use of the system and applications as related to internet via phone and / or screen sharing• Obtain general understanding of Operating System and application operations related to company offered services• Identify, correct or advise on operational issues in client computer systems• Taking ownership of every customer’s concerns until it gets resolvedAchievements: • Awarded as Top Resolution Specialist in within 2 months• Co-headed the successful – First Call Resolution Drive in decreasing the Average Handling Time

Novaliches, Quezon City, Philippines

• Dell certified Windows XP / Vista / 7 Technician• Provide technical guidance and assistance, support and advice to their clients or customers via phone• Configuration of client’s computer to connect to internet via modem / DSL Routers and other peripherals• Responsible for designing, installing, and managing a home LAN (local-area network), WAN (wide-area network), Internet system• Configure some software like MS Office, Adobe, Games to prove hardware functionality• Provide simple training to clients in the use of the system and applications as related to internet via phone and / or screen sharing• Obtain general understanding of Operating System and application operations related to company offered services• Identify, correct or advise on operational issues in client computer systems• Reason for Leaving – Career OpportunityAchievements:• Q3 2008 Top L1 Agent• Consistent top production and quality performer

Cyber Security Micro-Credential (Level 5), Cybersecurity, Passed And Completed.

To develop technical and theoretical knowledge of cyber security risks, threats and attacks, developing your skills in testing, planning.

Postgraduate Diploma In Information Technology, Computer/Information Technology Administration And Management

Activities and Societies: IT Professionals New Zealand

Bachelor Of Science - Bs, Electrical, Electronics And Communications Engineering

Bachelor Of Technology, Electronics Engineering