Shiela Mejos

SHIELA A. SUMINGUIT-MEJOS TEAM LEADER | TECHNICAL SUPPORT ENGINEER CONTACT Technical Support Team Leader with 8+ years of experience in IT services, technical support operations, and team leadership. Proven ability to manage support engineers, resolve complex network and infrastructure issues, and maintain SLA compliance in fast-paced environments. Experienced in ticket escalation management, client communication, reporting, and service coordination. Strong background supporting network infrastructure including switches, servers, and wireless access points. Cisco Meraki certified with hands-on experience in Zendesk, Salesforce, Microsoft 365, and Google Workspace. WORK EXPERIENCE • F. Jaca St., Middle Tabucanal, Pardo, Cebu City, Philippines 7000 CORE SKILLS • • • • • • • • • • Technical Support Operations Team Leadership & Mentoring SLA & KPI Management Incident & Escalation Management Network Troubleshooting Client & Vendor Communication Service Coordination & Scheduling Reporting & Performance Metrics Documentation & Knowledge Base Project & Task Management • DEC 2023 – MARCH 2026 – TECHNICAL SUPPORT TEAM LEADER ❖ Lead and manage daily operations of a technical support team providing L1 and L2 support. ❖ Coordinate technician schedules and allocate resources to ensure rapid response to client incidents. ❖ Monitor service level agreements (SLAs) and key performance indicators (KPIs) to maintain service quality. ❖ I organize meetings, take notes, and make sure action items are followed up on. ❖ I also create team performance reports and keep our records and databases up to date. NOV 2019 – DEC 2023 - Level 2 Technical Support Engineer ❖ Handled complex support tickets escalated from Level 1, ensuring efficient issue resolution related to downed equipment. ❖ Provided onsite and remote support for servers, access points (AP), and switches—coordinating physical reboots and diagnostics. ❖ Supported Level 1 engineers with technical and accountspecific inquiries. • SEPT 2017 – NOV 2019 Technical Support Engineer Level 1 • NOV 2015 - AUG 2017 Customer Support Specialist LICENSE & CERTIFICATION TOOLS & TECHNOLOGIES • ❖ Engineering Cisco Meraki Solutions 1 Certificate(ECMS1) August 2021 Zendesk | Salesforce | Microsoft 365 | Google Workspace | CRM Platforms | Ticketing Systems | Network Support ❖ NOMADIX: Gateway Basic config using the Web Management Interface December 2024 Tools ❖ NOMADIX: Gateway Basic config for Authentication, Authorization, and Accounting - December 2024 ❖ NOMADIX: Gateway Registration & Nomadix Service Engine (NSE) Installation – December 2024 ❖ NOMADIX: NU.01.2 GATEWEY CORE CERTIFICATION – DECEMBER 2024