Melissa Jane Tuaño
Retail and EUS Support Specialist at icebreaker, a VF Company- Claim this Profile
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Bio
Regnier Ben Bagas
I am grateful for the chance to have worked with Melissa as my manager who was my coach and mentor. I was part of her team for a few years helping me manage my team of technical support engineers. She has the ability to handle even the toughest team members to get them on board with team goals and made sure they leave with a smile. On team gatherings outside the office, she made sure everyone is having a great time. She will be a great asset to any company.
Iain Bradbury MCIPS (Chartered)
I had the pleasure of working with Melissa for almost a year. It was never to much problem for her to come over and resolve all my IT issues I had with my Laptop! She is really knowledgeable and an asset to all companies out there. :)
Regnier Ben Bagas
I am grateful for the chance to have worked with Melissa as my manager who was my coach and mentor. I was part of her team for a few years helping me manage my team of technical support engineers. She has the ability to handle even the toughest team members to get them on board with team goals and made sure they leave with a smile. On team gatherings outside the office, she made sure everyone is having a great time. She will be a great asset to any company.
Iain Bradbury MCIPS (Chartered)
I had the pleasure of working with Melissa for almost a year. It was never to much problem for her to come over and resolve all my IT issues I had with my Laptop! She is really knowledgeable and an asset to all companies out there. :)
Regnier Ben Bagas
I am grateful for the chance to have worked with Melissa as my manager who was my coach and mentor. I was part of her team for a few years helping me manage my team of technical support engineers. She has the ability to handle even the toughest team members to get them on board with team goals and made sure they leave with a smile. On team gatherings outside the office, she made sure everyone is having a great time. She will be a great asset to any company.
Iain Bradbury MCIPS (Chartered)
I had the pleasure of working with Melissa for almost a year. It was never to much problem for her to come over and resolve all my IT issues I had with my Laptop! She is really knowledgeable and an asset to all companies out there. :)
Regnier Ben Bagas
I am grateful for the chance to have worked with Melissa as my manager who was my coach and mentor. I was part of her team for a few years helping me manage my team of technical support engineers. She has the ability to handle even the toughest team members to get them on board with team goals and made sure they leave with a smile. On team gatherings outside the office, she made sure everyone is having a great time. She will be a great asset to any company.
Iain Bradbury MCIPS (Chartered)
I had the pleasure of working with Melissa for almost a year. It was never to much problem for her to come over and resolve all my IT issues I had with my Laptop! She is really knowledgeable and an asset to all companies out there. :)
Credentials
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Professional Scrum Master (PSM1)
Scrum.orgJun, 2021- Nov, 2024 -
Microsoft Certified: Azure Fundamentals
MicrosoftNov, 2020- Nov, 2024 -
Dale Carnegie Skills for Success
Dale Carnegie TrainingSep, 2017- Nov, 2024 -
CompTIA IT Fundamentals Certification
CompTIAFeb, 2016- Nov, 2024 -
ITIL Foundation Level
AXELOS Global Best PracticeAug, 2014- Nov, 2024
Experience
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icebreaker, a VF Company
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New Zealand
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Retail Apparel and Fashion
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200 - 300 Employee
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Retail and EUS Support Specialist
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Jul 2021 - Present
I am responsible for providing technical support for all end user systems and applications in the retail and desktop environments whilst also ensuring relevant vendor governance maintained and service levels are being met based on service agreements with vendors. In addition to the above, this role administers user access, maintains icebreaker CMDB and provides a seamless onboarding and offboarding experience for icebreaker end users.
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IT Support Specialist
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Oct 2019 - Jul 2021
My role partners with the wider Global IT team based in Auckland, New Zealand to support Icebreaker operations with technical support of desktop computers, applications and related technology. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines.
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New Zealand Tertiary College
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New Zealand
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Higher Education
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1 - 100 Employee
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IT Help Support
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Jun 2018 - Oct 2019
-Provide support and problem resolution for all users of hardware, software and applications -Provide accurate and timely logging of problems and resolution for problems in the database -Support the orientation and training staff and students on hardware and software as required -Assist with administration tasks related to the operation of IT Help - Help manage and monitor the company’s servers and backup system -Provide support and problem resolution for all users of hardware, software and applications -Provide accurate and timely logging of problems and resolution for problems in the database -Support the orientation and training staff and students on hardware and software as required -Assist with administration tasks related to the operation of IT Help - Help manage and monitor the company’s servers and backup system
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StretchSense
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New Zealand
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Appliances, Electrical, and Electronics Manufacturing
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1 - 100 Employee
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Service Desk Analyst
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Jun 2017 - Jun 2018
• Provide service desk support and resolve problems to the customers' satisfaction. • Coordinate with suppliers, conduct canvas and evaluation of hardware, software, peripherals, and other equipment in relation to purchases by the company. • Take and keep inventory of all equipment and peripherals in the office, including all manual and other documents related thereto • Assist with on-boarding and off-boarding of users • Setup, test, and configure new workstations, peripheral equipment, and software. • Assist with setup of all IT peripherals for meetings using Audio/ Visual equipment • Document internal user manuals and procedures. • Maintain IT requirements and best practices for the business as directed by the IT Operations Manager Show less
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Temperzone
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New Zealand
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Mechanical Or Industrial Engineering
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100 - 200 Employee
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IT Support
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Apr 2016 - Jun 2017
• Disaster Recovery – ensure successful completion of data tape backups and rotate tapes to comply with backup policy • Helpdesk Support – Log requests and allocate appropriate resource for support, follow-up request to ensure customer satisfaction with resolution and to analyze request log and develop strategy to avoid recurring issues • Server Health – check event logs and escalate issues, and Active Directory maintenance • Systems Documentation – develop documents outlining IT procedure • Hardware – Maintain PC and Thin client hardware in working order; install appropriate software for user context; deploy hardware to allow usage by users in their job function; document client systems hardware, and software deployment and repair/redeployment history • Others – provide training to staff and maintain 1st level support for CCTV systems, PABX, Motorola handhelds etc. and direct issues to suppliers as required Show less
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M.Tech
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Singapore
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IT Services and IT Consulting
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300 - 400 Employee
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Technical/IT Support
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Apr 2012 - Feb 2016
o Assist the Technical Manager with administrative and technical functions o Responsible for maintaining workstations as requested by the Technical Manager o Perform system diagnosis, repair and updates to ensure data integrity and reliability of automated tasks o Provide help-desk and on-site technical support of hardware and software. o Ensure the anti-virus software (Checkpoint Endpoint/TrendMicro OfficeScan) is always up to date and share necessary information with users regarding potential risks. o Track and maintain accurate inventory of all of computing equipment o Provide instruction to staff on the use of computer applications and systems and sends email advisory to the company regarding technical updates on hardware and software o Performs system configurations on desktops and laptops and creates user accounts for new employees o Escalating and recommending improvements to existing IT system or process. o Coordinates with computer’s tech support and arranges hardware replacement/service calls for faulty systems with active product warranties. o Provides front line support for Microsoft Office 365 users in both client and server within the company and escalates critical issues to Microsoft and was a key player in the company’s transition and deployment to Office 365 o Manages user, group accounts and provides access and permissions in company’s active directory Windows Server 2003 Show less
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Convergys
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Senior Team Manager/Team Leader
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May 2006 - Mar 2012
o Provide day-to-day supervision and management of directly assigned team of support professionals. Ensure that support professionals have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity. o Conduct call-coaching technical training sessions each week. Provide feedback to support professionals on other daily performance and behavioral activities in a timely manner. Communicate expectations to new employees and provide timely business updates and changes. o Responsible for handling high-level escalated customer calls to ensure immediate resolution. o Performing various tasks in support of the team’s high potential agent’s development and performance management such as technical trainings and goal oriented coaching. o Conducts quarterly, monthly, weekly and if necessary daily team Goal Setting Sessions; conducts management by walking around the team (Conducts live barges to monitor actual calls and by getting real time feedback from agents). o Reviews and analyzes weekly and daily reports on team’s performance using the identified internal tracking tools. (Checks for sources of variability, interpret results and draw conclusions on the client’s metrics and collaborate with the Team Manager on the results of their analysis). o Conducts coaching sessions to test root cause analysis, implement action plans, tracking and measurement of implemented action plans and to facilitate the sharing of best practices for the team. o Trains the front-line technicians with technical updates to be technically competitive. o Establishes strong communication activities in the team to ensure that company policies, announcements, technical updates and other news are communicated to call and to serve as a venue for discussion and exchange of ideas. o Conducts break-fix trainings to improve technical capabilities of front-line technicians on newer Dell systems. Show less
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Education
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Xavier University - Ateneo de Cagayan
Bachelor of Science (B.S.), in Computer Science
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