Keyse Laucy Ribeiro Fonseca
IT Coordinator & Digital Content Creator at Irving Convention Center at Las Colinas- Claim this Profile
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Bio
Nicholas Angyal
In my time working with Keyse, I found her to be an exceptional leader, a great team mate, and a wonderful person! Keyse was promoted to lead our Major Incident Management team at 3M/TEKsystems and was able to learn the in's and out's of what we did in a short amount of time. Keyse was always compassionate and sympathetic when it came to needing time off for whatever the reason was. I always felt like Keyse valued me as both a human being and an employee. She gave me guidance when it was needed, and helped me learn how to keep my composure in the workplace and in high intensity situations. I highly recommend Keyse!
LinkedIn User
I've never enjoyed working with someone as much as I enjoyed working with Keyse. As her manager, I was always impressed with the quality of work she would return when I assigned it to her. She was always very resourceful and independent. What she doesn't know at first, she will always find a way to figure it out. It doesn't matter what you assign Keyse to work on. Keyse always delivers and will never accept mediocrity.
Nicholas Angyal
In my time working with Keyse, I found her to be an exceptional leader, a great team mate, and a wonderful person! Keyse was promoted to lead our Major Incident Management team at 3M/TEKsystems and was able to learn the in's and out's of what we did in a short amount of time. Keyse was always compassionate and sympathetic when it came to needing time off for whatever the reason was. I always felt like Keyse valued me as both a human being and an employee. She gave me guidance when it was needed, and helped me learn how to keep my composure in the workplace and in high intensity situations. I highly recommend Keyse!
LinkedIn User
I've never enjoyed working with someone as much as I enjoyed working with Keyse. As her manager, I was always impressed with the quality of work she would return when I assigned it to her. She was always very resourceful and independent. What she doesn't know at first, she will always find a way to figure it out. It doesn't matter what you assign Keyse to work on. Keyse always delivers and will never accept mediocrity.
Nicholas Angyal
In my time working with Keyse, I found her to be an exceptional leader, a great team mate, and a wonderful person! Keyse was promoted to lead our Major Incident Management team at 3M/TEKsystems and was able to learn the in's and out's of what we did in a short amount of time. Keyse was always compassionate and sympathetic when it came to needing time off for whatever the reason was. I always felt like Keyse valued me as both a human being and an employee. She gave me guidance when it was needed, and helped me learn how to keep my composure in the workplace and in high intensity situations. I highly recommend Keyse!
LinkedIn User
I've never enjoyed working with someone as much as I enjoyed working with Keyse. As her manager, I was always impressed with the quality of work she would return when I assigned it to her. She was always very resourceful and independent. What she doesn't know at first, she will always find a way to figure it out. It doesn't matter what you assign Keyse to work on. Keyse always delivers and will never accept mediocrity.
Nicholas Angyal
In my time working with Keyse, I found her to be an exceptional leader, a great team mate, and a wonderful person! Keyse was promoted to lead our Major Incident Management team at 3M/TEKsystems and was able to learn the in's and out's of what we did in a short amount of time. Keyse was always compassionate and sympathetic when it came to needing time off for whatever the reason was. I always felt like Keyse valued me as both a human being and an employee. She gave me guidance when it was needed, and helped me learn how to keep my composure in the workplace and in high intensity situations. I highly recommend Keyse!
LinkedIn User
I've never enjoyed working with someone as much as I enjoyed working with Keyse. As her manager, I was always impressed with the quality of work she would return when I assigned it to her. She was always very resourceful and independent. What she doesn't know at first, she will always find a way to figure it out. It doesn't matter what you assign Keyse to work on. Keyse always delivers and will never accept mediocrity.
Credentials
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Information Technology
Centro Universitário Adventista de São Paulo
Experience
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Irving Convention Center at Las Colinas
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United States
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Events Services
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1 - 100 Employee
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IT Coordinator & Digital Content Creator
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Jan 2023 - Present
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Information Technology Specialist
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Nov 2022 - Jan 2023
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Southwest Airlines
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Airlines and Aviation
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700 & Above Employee
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IT Specialist Critical Incident Coordinator
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Sep 2021 - Sep 2022
- Coordinate and document Critical Incidents - Gather the key technical teams to get the issues resolved as quickly as possible to prevent any business impact - Organize Microsoft Teams meetings utilizing Microsoft Outlook - Facilitating and scribing Critical Incident calls - Amend tickets and create Problem Records using Service Now - Investigated Root Cause Analysis and Remediation items for each Problem Record - Organized post-incident meetings to review Critical Incidents and close any gaps to prevent future incidents from happening Show less
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TEKsystems
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United States
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IT Services and IT Consulting
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700 & Above Employee
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3M Major Incident Management Team Lead
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Feb 2020 - Sep 2021
- Tasked with coordinating and documenting critical incidents, preparing and delivering MBRs, and representing the team in Post Audit Reviews and weekly service management meetings.- Prepared daily, weekly, and monthly Service Desk metric reports for delivery to relevant Stakeholders- Manage Help Desk queues and call quality- Track and monitor Help Desk analysts’ adherence, timecards, and productivity- Audit calls and tickets, providing feedback to analysts and supervisors- Use of Microsoft Excel to input data for the calls and feedbacks- Other responsibilities include the composition and review of major incident communication emails, talent acquisition, and new hire training. The demands involve working under high pressure to obtain all pertinent details of incidents, being on call and flexible 24/7, and keeping stakeholders operational while compiling thorough documentation.- Personal achievements entail recognition by the Major Incident Management engagement Stakeholder for consistently meeting SLAs and for innovations to critical incident job aids and training processes. Show less
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Bilingual Service Desk Analyst for 3M Tier 2
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Mar 2017 - Feb 2020
- Prepared daily, weekly, and monthly Service Desk metric reports for delivery to relevant Stakeholders- Manage Help Desk queues and call quality- Track and monitor Help Desk analysts’ adherence, timecards, and productivity- Review calls, tickets, and surveys, providing feedback to analysts, team leads, and supervisors- Use of Microsoft Excel to input data for the calls, feedbacks, and surveys- Contact clients to clarify and apologize in behalf of the Service Desk in case of a negative survey- Monitor, support, and feedback Tier 1 analysts- Manage and assign tickets to Tier 1 analysts or to 3M Local Help Desks worldwide- Audit tickets created by Tier 1 analysts- Manage, support and monitor Portuguese agents who give technical support to Brazil- Coordinate meetings, create and translate documentations (KMs) for 3M Help Desk in Brazil- Providing information and support for 3M Users over the phone, email, and online chats in English and Portuguese- Advanced hardware and software troubleshooting for 3M Users- Use HPE Service Manager website to ticket issues, search, and input data- Use of various programs including Cisco VPN AnyConnect, Bomgar, Lotus Notes, Livezilla, HP3000, and AS400- Understanding of both wired and wireless networks troubleshooting- Local and network printing troubleshooting- Ability to troubleshoot Windows 7 and 10 related issues- Ability to troubleshoot iPhones and iPads- Knowledgeable with Microsoft Office products:- Outlook profile creation and maintenance- Creating and troubleshooting rules- ProPlus support and troubleshooting- Skype for Business and Microsoft Teams Show less
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Dallas College
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United States
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Higher Education
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700 & Above Employee
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Administrative Clerk
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Apr 2013 - Dec 2016
Responsible for performing clerical duties in the Advising Center and in the eConnect room such as: -Referring and directing students to the correct department -Providing support for students in person and over the phone -Signing in students to speak with an Academic Advisor, as well as arranging appointments for future dates -Helping students to use the eConnect website for applying to school, ordering transcripts, registering and dropping classes, making a payment, selecting their program of study, and editing their profile. Show less
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Education
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2019 - 2020
University of North Texas
Bachelor of Applied Sciences in Learning Technologies, 3.9 -
2014 - 2016
Dallas College
AAS Networking Administrator and Support, 3.8 -
2014 - 2016
Dallas College
Associate of Science (A.S.), 3.72 -
2012 - 2013
Dallas College
English As Second Language -
2009 - 2011
Centro Universitário Adventista de São Paulo
High School Diploma, Information Technology
Community
