Joyce Dsouza
Seattle,WA
Summary
To set a challenging career and strive for excellence by maintaining consistency in my performance, which offers scope for widening the spectrum of my knowledge, thereby enabling me to emerge with new ideas and contributing towards the growth of the organization.
Overview
10
10
years of professional experience
Work History
Office Manager
Allstate Insurance
07.2023 - Current
- Supported managers and team leads by coordinating schedules, meetings, and daily operational priorities in a high-volume, deadline-driven environment.
- Acted as a primary point of contact for internal teams, clients, and external partners, ensuring clear communication and timely follow-ups.
- Managed time-sensitive documentation, records, and correspondence with a strong emphasis on accuracy, compliance, and confidentiality.
- Prepared reports, summaries, and status updates to support leadership decision-making and operational planning.
- Coordinated workflow across multiple stakeholders, tracking open items and ensuring timely completion of action items.
- Handled frequent task interruptions and shifting priorities while maintaining attention to detail and service quality.
- Identified process gaps in daily operations and recommended improvements that increased efficiency and reduced rework.
- Maintained organized systems for records, schedules, and communications to support smooth team operations.
- Utilized productivity tools (Outlook, Excel, Word) to manage scheduling, documentation, reporting, and correspondence.
- Demonstrated discretion and sound judgment when handling sensitive customer and business information.
Senior Technical Analyst
Computacenter Pvt Ltd
01.2021 - 12.2022
- Working on various windows server build projects and deliver to the tier 3 team within SLA.
- Windows Server Build and Decommission tasks with a normal Change window.
- Managing vulnerability incidents and responsible for making all the server complaint.
- Responsibility of reviewing changes for various requests.
- Server maintenance - Applying OS level patches, Hotfixes, Service Packs.
- Patches installed via SCCMT troubleshooting issues with the help of events logs, Preparation of SOP's and analyzing the issues with help of RCA's.
- Working on Incidents, Problem and Change management tickets and following standard operation procedures (ITIL).
- Responsible to update Standard operating procedure with latest troubleshooting steps.
Technical Analyst
Microland Pvt.Ltd
01.2018 - 01.2021
- Perform responsibilities of providing support in data centre deployments and implementations.
- Involving in change activity on the windows servers like patching, rebooting the servers and hardware commissioning/decommissioning of servers.
- Analyzed system performance to identify areas for improvement and optimize technical operations.
- Developed and implemented data management strategies to enhance accuracy and reliability of information systems.
- Collaborated with cross-functional teams to gather requirements and deliver technical solutions aligned with business objectives.
- Led troubleshooting efforts for complex technical issues, ensuring timely resolution and minimal disruption to services.
- Participation in vendor meetings for discussion of weekly incident trends and on-going cases.
Assistant Engineer
Ericsson Global Services India
09.2015 - 12.2017
- Responsible for monitoring various Unix Servers and providing support to the applications on UNIX Servers.
- Performed initial triage to the different flavors of servers to check file system, Memory, CPU utilization, and server uptime creating incident tickets and assigning it to respective team.
- Took the lead on any high priority or critical tickets and following up with support team to drive to closure.
- Managing MIM (Major Incident Management) process during production issues i.e. coordinating between Clients and support staff until the Production issue is completely resolved.
- Strong working knowledge tools such as Netcool, SolarWinds, Putty and BMC remedy and updating the process knowledge base.
- Interact with Service Operation, Service Transition Managers and client management to ensure compliance and execution of all ITSM processes.
- Report KPIs, Incident volume and current incident trending.
- Preparing reports (Daily reports) which has the stats of events (alerts) and Incidents, which also provide brief report of any Critical issues reported.
- Periodically research for resolution of new issues and update the process for the same.
Education
Bachelors in Computer Science -
Mangalore Institute of Technology And Engineering
06.2015
Skills
- Customer Service
- IT Service Management
- Office Administration
- Client Service & Communication
- Calendar Management
- Video conferencing tools
- MS Word, Excel, Email Systems
Timeline
Office Manager
Allstate Insurance
07.2023 - Current
Senior Technical Analyst
Computacenter Pvt Ltd
01.2021 - 12.2022
Technical Analyst
Microland Pvt.Ltd
01.2018 - 01.2021
Assistant Engineer
Ericsson Global Services India
09.2015 - 12.2017
Bachelors in Computer Science -
Mangalore Institute of Technology And Engineering