Nelissa Helen Oliveros

- 📞 https://www.linkedin.com/in/nhdoliveros/ 🖳 -📧 NELISSA HELEN D. OLIVEROS EDUCATION POLYTECHNIC UNIVERSITY OF THE PHILIPPINES, STA. MESA MANILA PHILIPPINES Bachelor of Science in Computer Engineering, June 2003 – May 2008 TRAININGS AND CERTIFICATIONS Lean Six Sigma Training – Yellow Belt, Trend Micro Product Trainings, Technical Writing Seminar, English for Corporate Business Workshop, Creating A Service Culture Seminar ITIL v3 Foundation Certified, MAC OSX Certified Professional, Microsoft Certified Professional PROFESSIONAL EXPERIENCE FREELANCE ONLINE CUSTOMER SUPPORT TEAM LEADER, UPWORK.COM February 2018 – June 2020 Working freelance/part-time as online customer support team lead/manager for a blockchain company. The team is composed of 6 engineers (including me) working 24x5. Role is to manage the online team, make sure team properly handles customers from different tools such as forum, email, live chat, and social media. Also, providing bi-monthly reports to management. Tools used during this role are Trello, Slack, Kayako, Tawk.app, Skype, Google Sheet, Facebook page manager, and Instagram. ENGINEER – IT, TREND MICRO INC. PHILIPPINES September 2010 – July 2016 Roles/Responsibilities: IT Service Desk Team Lead (July 2015-July 2016) • • • • • • • • • • Team Lead supervising the IT SD Ops of 3 engineers supporting 24/7. Team supports regions across the globe, Asia Pacific+MMEA, Europe, and NABU+LAR. Makes sure that operation is running on the agreed SLA with stakeholders. Point of contact for projects that involves IT SD Ops services. Manages sub teams Service Request Fulfillment, Front Desk and L1 Client Issue. Monitors engineers’ daily activities such as ticket handling, and schedule. Acts as career counselor of each engineer. Acts as project coordinator for small projects that doesn’t include cost. Acts as service manager for service engagement tasks. Acts as incident coordinator for IT P0 incident. Service Analyst (Jan 2015-June2015) • • • • • • Main focus on studying trends for each ticket to provide long time solution in preventing reoccurring events. Member of the automation team in enhancing helpdesk system. Keeps an eye for repeating client issues, event cluster and study on how to eliminate such by automation. Handles service engagement, like what services Service Desk Ops offer to stake holders. Address tickets escalation, making sure that tickets are being well-handled. Studies reports and data generated from helpdesk system, making sure engineers are doing their jobs well. • • Trainer for junior/new engineers on board. Member of IT Audit review board. Senior IT Engineer (Sept 2010-Dec 2014) • • • • • • • • • • • Provides day-to-day computer, server, network, and business application support. Manages service requests/tickets using Jira Helpdesk system. Leads (P0) incident management that may occur during shift. Creates RCA draft for each incident attended. SME on access management on business applications supported by global corporate IT. Access management on RSA SecurID. Client technology expert (such Windows OS, MAC OSX, Android, iOS, BB OS). Provides, terminates VPN access. Generates, provides Trend Micro licenses (by request) using PR4G console. SSL certificate management. Supports, troubleshoots FTP related issues. Employee Account Administrator (AD/Exchange Admin) (Sept 2010-Dec 2014) • • • • Responsible in handling Active Directory and Exchange Operations (2003, 2010). Create, Modify, Delete AD objects. Responsible in handling OCS Server 2007. Create, Modify, Delete OCS accounts. Service Monitoring Engineer (Sept 2010-Dec 2014) • • • • Validates alerts and escalates to service owners. Setup monitoring items on IS Watch tool. Knowledgeable in managing PRTG tool. Install security patches to servers approved by service owners, InfoSec. Download Center Admin [downloadcenter.trendmicro.com] (Sept 2010-Dec 2014) • • • • • • Uploads installers, patches, updates. Replaces corrupted items. Uses Akamai EdgeControl in purging URLs, uploading items. Experience using FileZila, CoreFTP, File Explorer. Designs the page accordingly as requested by each service owners. Serves as escalation contact for any Akamai related issues. CLOUD SECURITY ENGINEER - CONSUMER TEAM, TREND MICRO INC. PH. November 2008 – August 2010 • • • • Page 2 Provides technical support to Trend Micro Home and Home Office users powered by Trend Micro Smart Protection Network cloud security infrastructure that stops threats in cyberspace or the “cloud”. Provides customer support to Trend Micro Home and Home Office users with their account management, product inquiries, and to deliver best solutions to product concerns. Promotes Trend Micro products and services by servicing new and existing accounts and suggesting information on other Trend Micro products and services. Takes first-line support via different support channels – phone, email, and chat and ensures cases are logged in the CRM Tool. • • • • Proactively shares knowledge through technical sharing and training, solution contribution and self-service participation. Meets business objectives and team targets defined by SLA and Scorecards. Meets business objectives and team targets defined by Performance Development Scorecards. Use Existing knowledgebase and contribute to improving solutions in resolving cases, and continuously improve and upgrade technical knowledge and skills through training. TECHNICAL SUPPORT REPRESENTATIVE, SYKES ASIA, INC. June 2008 – August 2008 • Handled Quest DSL broadband account wherein tasked to resolve basic to advanced Internet connection issues via phone. • Educated clients on troubleshooting connection issues in an easier and understandable way. • Helped on setting up corresponding Windows Mail account for every Quest broadband line. • Meet target metrics for the team to accomplish monthly objective. • Reports new issues to SMEs for them their action items. • Log cases on Quest’s account management portal. PERSONAL PARTICULARS REFERENCES Page 3 Birthdate: Aug 10, 1986 Age: 34 Civil Status: Married Current Residence: Kuala Lumpur 50450 Malaysia Permanent Address: Antipolo City, Rizal 1870 Philippines Contact Nos.: - (WhatsApp/Calls/SMS) Skype:-(live:nelly.dellezo) IF YOU REQUIRE PERSONAL CHARACTER REFERENCES, PLEASE DO NOT HESITATE TO LET ME KNOW.