Melizza Jane Gejis
CONTACT
Phone: -
App/Cloud Support Analyst
Address: Blk 1 Lot 49 Florence Homes,
Email:-
PROFESSIONAL
EXPERIENCE
Brgy. San Roque Victoria, Laguna
App/Cloud Support Analyst | 2022 - 2025
Content Creation - General Writer | June 2023 - 2025
Provided editorial review of content or article to ensure alignment with style
guides.
Create and edit Knowledge Base, Help Centers, and Canned Responses using
Templatizer, Acrolinx, Guideline Wizard, Write Aid, Writer’s Assistant, Google Docs,
Google Sheets, BrightSpot, Content Hub, and Connect Composer.
Performed minimal HTML modifications to ensure content formatting.
M365 Concierge - Ambassador | October 2022 - June 2023
Supported Very Small Business customers with Microsoft Business services, providing
solutions for IT issues, incidents, and queries.
Provided troubleshooting assistance for M365 services, guiding customers through issue
resolution and onboarding processes.
Assisted in onboarding very small business customers to M365 services (Exchange Online,
SharePoint Online, Office 365 Pro Plus, Teams, Outlook, Yammer, etc.).
Used Rave as a ticketing tool, with migration to DFM.
Provide technical support and guided customers through M365 services, resolving issues,
answering queries, and ensuring First Call Resolution.
Support M365 admin center, Teams admin center, Exchange admin center, Compliance
admin center, and Active Directory admin center.
Awarded as Mythical Ambassador - Grandmaster (April 2023)
HCL Technologies Inc.
Analyst / Service Desk Analyst | October 2021 - September 2022
Logged, prioritized, and resolved tickets using ServiceNow; escalated unresolved tickets
according to routing rules.
Aimed for First Call Resolution by troubleshooting customer issues over phone calls.
Installed, configured, and troubleshooted workstations using Bomgar remote sessions.
Troubleshoot network Lexmark printers, HP printers and computers, Ingenico Credit Card
machines, and servers via ILO (Integrated Lights-out) access.
Recognized as one of the top 2 most reliable agents for Q2 2022.
IBM Business Services Inc.
Technical Support Specialist | January 2019 - August 2021
Assisted users via inbound calls, chat, and email (Avaya, Five9, Live Engage, and Webmail).
Managed IVR outage notifications and coordinated with resolver teams through outbound
calls.
Create, resolved, and escalated tickets using ISM, ServiceNow, and ISupport ticketing tool.
Cross-trained with multiple accounts, supporting co-agents and trained new agents.
Awarded for Top 1 Phone Agent and Top 1 Attendance for Q2 2019 and Q4 2022.
Awarded as Best in Quality for Q1 2021.
SPI Global
Data Technician | June 2018 - December 2018
Performed data review, conversion, and editing in line with the project requirements and
specifications.
EDUCATION
City College of Calamba | 2014 - 2018
Bachelor of Science in Information Technology
Civil Service Eligibility | August 2024
CERTIFICATES
Professional
Technical Support:
KEY SKILLS
M365 services, Active Directory, Exchange Online, Teams, SharePoint, HP and Lexmark devices,
OPERA, Ingenico Credit Card machine, Pulse Secure, Cisco, Maas360, Lotus Notes, and PUTTY
Tools:
ServiceNow, ISM, iSupport, Avaya, Five9, Bomgar, Concerto, Merlin, Live Engage, Rave, DFM,
BrightSpot, Content Hub, and Connect Composer
Content Management:
Google Docs, Google Sheets, Templatizer, Write Aid, Guideline Wizard, Writer’s Assistant, and
Acrolinx
Soft Skills:
Communication, problem-solving, teamwork, time management, quality, reliable, and efficient
CHARACTER
REFERENCE
Accenture Inc.
Micaela Marcos
Former Lead Writer
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HCL Technologies Inc.
Randolph Brusola
Former Team Lead
-
IBM Business Services Inc.
Eris James Castro
Former SME
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