LISSET HURTADO
Brisbane,QLD
Summary
IT professional with over ten years of experience in providing technical support, through expert troubleshooting, installation, integration, deployment, and maintenance. Has a track record of providing a high level of support and outstanding customer service on-site and remotely. Possess a proven ability to communicate effectively to people at all levels, deal with problems resourcefully, lead others, and work independently or function as a part of a team.
Overview
25
25
years of professional experience
Work History
Product Support Consultant
01.2022 - Current
- Gathers complete information from customers, troubleshoots and resolves or escalates incidents.
- Acquires and maintains a functional working knowledge of InEight’s core products, with emphasis on the customer support aspect.
- Educates customers through complex workflows specific to construction building projects.
- Monitors and respond to customers' inquiries through Service Now in a timely manner.
- Acts with an appropriate sense of urgency and follows up with customers to ensure issues are resolved
- Facilitates remote meetings with customers and/or internal resources for troubleshooting.
Technical Support Specialist
01.2021 - 01.2022
- Provided technical support to Degreed LMS platform clients via phone, email and chat platforms
- Worked with team members to diagnose and resolve routine technical software issues quickly and efficiently
- Responded client's questions and issues by gathering data about it, analyzing their needs, then researching possible resolutions before implementing the best solution.
- Stayed current with product updates and customer support team procedures and best practices.
E-Commerce Manager
Shopify
01.2018 - 01.2019
- Career break – maternity leave
- Created a store using a store using a customized theme that already included basic features such as currency conversion, upsells, quick view, notification bars, and so on
Technical Support Specialist
Suncorp
01.2012 - 01.2016
- Provided 24x7 technical support and troubleshot problems within Suncorp enterprise applications running on a UNIX platform, as well as BAU work within a timeframe.
- Implemented, deployed, and restored a set of critical networking appliances for Suncorp banking and insurance applications.
- Liaised with IBM vendor to restore these IBM hardware appliances
- Single point of escalation for complex incidents regarding Suncorp network devices that managed and integrated credit card inquiries between two financial entities.
- Maintained, monitored, and enhanced enterprise applications, including software upgrades, SSL (and TLS), and deployments via ssh.
- Monitored enterprise applications using splunk, firescope as well as enhancing these tools for in-depth monitoring and troubleshooting
- Monitor escalation tickets using ServiceNow and contacted main business and technical teams to update requests or provide a plan or immediate solution
- Liaised with technical teams to provide an effective solution to incidents or get involved in projects business related
- Involved in the development of IBM message flows in an specific ESQL Java based language
- Also with the assistance of developers and vendors.
System Analyst
Insurance Australia Group IAG
01.2010 - 01.2012
- Provided support and maintenance to the business rules owned by IAG’s main brands
- Assisted with upgrade and configuration of enterprise software applications across various environments and platforms.
Support Analyst
Harvey Norman
01.2009 - 01.2010
- Worked as a part of a team to design, test and implement integration applications, Message Broker applications using Websphere MQ & DB2, ensuring that technical specifications were met and appropriate for the business.
Support Analyst
CSC
01.2007 - 01.2009
- Corporation Science Corporation (, ) Outsourcing team member, providing problem determination and solution on Networking (IP Phones, LAN & WLAN Connectivity).
Support Analyst
CISCO Systems
01.2006 - 01.2007
- Functioned as IBM outsourcing team member to troubleshoot system and network problems, diagnose and solve software faults.
Helpdesk Operator, Helpdesk Supervisor, Integration Architect
Credit Bank of Peru
01.1999 - 01.2006
- Provided quality technical support and later promoted to Integration Architect.
Education
Bachelor Degree - Computer Science
San Ignacio De Loyola
Skills
- System lifecycle and change management processes
- Systems Integration & Deployment
- Technical Troubleshooting
- End User Training
- IT Infrastructure & Performance Tuning
- System Upgrades & Optimization
- Network, Backup & Recovery Solutions
- Technical & User Documentation
- Relationship Management
- Teamwork
- Problem-solving
- Communication
- Multitasking skills
- Analytical
- Time management
- Monitoring
- UNIX
- SSL
- Firewalls
- zOS (MVS)
- DB2
Timeline
Product Support Consultant
01.2022 - Current
Technical Support Specialist
01.2021 - 01.2022
E-Commerce Manager
Shopify
01.2018 - 01.2019
Technical Support Specialist
Suncorp
01.2012 - 01.2016
System Analyst
Insurance Australia Group IAG
01.2010 - 01.2012
Support Analyst
Harvey Norman
01.2009 - 01.2010
Support Analyst
CSC
01.2007 - 01.2009
Support Analyst
CISCO Systems
01.2006 - 01.2007
Helpdesk Operator, Helpdesk Supervisor, Integration Architect
Credit Bank of Peru
01.1999 - 01.2006
Bachelor Degree - Computer Science
San Ignacio De Loyola
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