Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Additional Information
Awards
Languages
Accomplishments
References
Timeline
Generic

Zelia Caetano

Rhode Island,USA

Summary

Results-driven IT leader with a solid background in project management and technical support at Roger Williams University. Specialized in Kaseya VSA, implementing automation strategies that significantly improved response times. Proven ability to foster collaboration within teams and enhance service delivery. Focused on innovation and elevating customer satisfaction levels.

Overview

19
19
years of professional experience
1
1

Kaseya VSA 9 Certification

1
1

Kaseya VSA X Certification

1
1

CompTia A++

1
1

CompTia Network +

Work History

Technical Services Manager / Associate Director, IT Technical Services

Roger Williams University
Rhode Island, USA
12.2015 - Current
  • Oversaw execution of university-wide IT projects, ensuring timely delivery and quality service.
  • Trained staff on new technologies and system updates for improved operations.
  • Led a team of IT technicians supporting over 300 staff and faculty across two campuses.
  • Directed deployment of critical initiatives including Office365, campus security software, and endpoint management systems.
  • Collaborated with project management teams to define scope, develop RFPs, and establish monitoring processes.
  • Implemented automation in ITSM platform, enhancing SLA compliance and improving service delivery.
  • Created and maintained comprehensive documentation for all projects within User Services and Infrastructure.
  • Fostered positive team dynamics through mentorship, conflict resolution, and professional development efforts.
  • Represented IT support in strategic planning for campus technology initiatives and events.
  • Facilitated communication between clients and technical teams for clarity on projects.
  • Analyzed service metrics to identify areas for process improvement.
  • Implemented training programs for staff development and skill enhancement.
  • Assisted in developing strategies for improving customer service levels.
  • Resolved escalated customer inquiries in a timely manner while maintaining high levels of professionalism.
  • Coordinated cross-functional teams to ensure seamless project execution.
  • Developed and implemented service delivery processes to enhance client satisfaction.
  • Managed technical support teams to resolve customer issues efficiently.
  • Oversaw equipment maintenance schedules to ensure optimal performance.
  • Performed capacity planning activities as needed to accommodate future growth.
  • Maintained a high level of expertise in current technologies and industry trends.
  • Analyzed system logs to detect any abnormalities or unauthorized access attempts.
  • Monitored service calls to observe employees demeanor, technical accuracy and conformity to company policies.
  • Documented all incidents, resolutions, changes in procedures, and other relevant information.
  • Conducted regular assessments of existing systems to identify areas for improvement or replacement.
  • Oversaw installation of software and hardware upgrades according to established guidelines.
  • Managed and provided technical support to internal and external customers.
  • Created detailed reports for senior management regarding system performance and usage metrics.
  • Troubleshot complex technical problems related to hardware and software applications.
  • Planned, organized, and coordinated the activities of the Technical Services Department.
  • Coordinated with cross-functional teams to ensure successful deployment of projects.
  • Provided training on new products and services to end users.
  • Developed, implemented and maintained technical service processes.
  • Assessed task completion to meet tight project deadlines.
  • Organized data and modeled information for use in key decision-making.
  • Encouraged team collaboration and motivated individual employees through positive reinforcement and technical recognition.
  • Streamlined and automated internal processes to improve overall workflows.
  • Developed and implemented policies to enhance operational efficiency across teams.
  • Coordinated cross-functional projects to ensure collaboration among various departments.
  • Mentored junior staff to foster professional development and skill enhancement.
  • Analyzed performance metrics to identify areas for process improvement and innovation.
  • Facilitated training sessions to promote best practices and knowledge sharing among teams.
  • Maintained positive relationships with stakeholders by responding promptly to inquiries, requests and complaints.
  • Developed team atmosphere to drive supportive and productive work environment.
  • Participated actively in decision making processes at a high level within the organization.
  • Identified opportunities for improvement in processes, procedures, systems and services.
  • Conducted meetings to lead discussions as subject matter expert on assigned projects.
  • Participated in staff meetings, working groups or task forces to implement strategic initiatives.
  • Oversaw day-to-day operations of the organization including personnel management, program development and implementation.
  • Coordinated with other departments to ensure successful completion of projects within established timelines and budgets.
  • Created effective communication channels between different departments in order to facilitate collaboration.
  • Assisted senior leadership team in developing long-term strategic plans for the organization.
  • Managed recruitment process for new employees including conducting interviews, evaluating resumes, making job offers.
  • Implemented innovative solutions for difficult problems encountered by the department.
  • Evaluated performance of subordinates through regular feedback sessions and annual reviews.
  • Ensured compliance with all applicable laws, regulations and policies related to the organization's operations.
  • Led and drove collaboration with internal teams and partners to meet expected timelines, budget and quality standards.
  • Engaged in ongoing professional development by attending seminars or conferences.
  • Conducted regular meetings with staff members to review progress on goals and objectives.
  • Managed inventory and resources to ensure availability and cost-effectiveness.
  • Assisted in the coordination of special events and corporate functions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Assigned work and monitored performance of project personnel.
  • Recruited and trained new employees to meet job requirements.

IT Support Manager and Project Lead

Roger Williams University
Rhode Island, USA
02.2007 - 11.2015
  • Led technical support and project implementation to meet IT needs, focusing on hardware, software, and security upgrades.
  • Directed multiple hardware and software upgrade projects, including lab renovations and staff device refreshes.
  • Provided technical training and documentation to end-users and support staff.
  • Developed standardized desktop and laptop build processes aligned with industry best practices.
  • Managed Dell and Apple vendor relationships to ensure timely procurement and support services.
  • Enhanced support workflows through automation, reducing resolution times and improving service quality.
  • Provided one-on-one-end user MAC and DELL desktop and laptop, local and MFP printer, and mobile device technical support via deskside or using remote tools such as Microsoft RDP, TeamViewer, Kaseya RMM and IP web portal for printer remote support.
  • Coordinated training sessions for staff on support best practices.
  • Developed and implemented processes to improve service efficiency.
  • Oversaw scheduling and resource allocation for support activities.
  • Monitored support operations to ensure compliance with university standards.
  • Trained new staff members on systems and university support resources.
  • Handled escalated calls from customers requiring additional assistance or specialized knowledge.
  • Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
  • Provided ongoing training to maintain productivity and effectiveness of staff.
  • Developed strategies for handling difficult situations encountered during interactions with customers.
  • Improved internal processes to increase customer response times and employee productivity.
  • Monitored staff interactions with customers to provide real-time coaching.
  • Evaluated employee performance against established objectives and standards.
  • Coordinated with external vendors to resolve complex technical problems.
  • Monitored customer service performance metrics and identified areas for improvement.
  • Fostered positive and inclusive team culture for support staff.
  • Analyzed customer feedback surveys and reported results to senior management staff.
  • Facilitated communication between internal departments to ensure efficient problem resolution.
  • Provided technical support to customers, troubleshooting hardware and software issues.
  • Implemented company-wide policy changes and initiatives to improve support capabilities.
  • Managed multiple projects simultaneously while maintaining high standards of quality control.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

Master of Science - Information Technology

Southern New Hampshire University
New Hampshire, USA
03.2025

Bachelor of Science - Information Systems

University of Rhode Island
Kingston, RI, USA
12.1999

Skills

  • Kaseya VSA Administrator
  • JamfPro Administrator
  • Adobe Creative Cloud Administrator
  • FreshService ITSM Administrator
  • Data Analytic Reporting
  • Microsoft Office 365
  • Cisco Endpoint Security
  • Webroot Security
  • PowerShell Scripting
  • Windows 10/11 Deployment
  • Endpoint Console Management
  • Technical leadership
  • Service delivery
  • Hardware management
  • ITIL framework
  • Security protocols
  • Virtualization technologies
  • Critical thinking
  • Staff supervision
  • Tech support
  • Stakeholder communication
  • New product evaluations
  • Hardware maintenance
  • Technical support
  • Project management
  • Customer service
  • Team building
  • Technical training
  • Documentation management
  • Data analysis
  • Conflict resolution
  • Software updating
  • Capacity planning
  • Incident management
  • ITIL processes
  • Enforce standards
  • Client relations
  • Team leadership
  • Stakeholder management
  • Excellent communication
  • Task prioritization
  • Process improvement
  • System performance tracking
  • Database maintenance
  • Helpdesk operations

Affiliations

  • NERCOMP
  • Educause

Certification

  • Kaseya VSA 9 Expert Administrator, Kaseya, 12/01/23
  • Kaseya VSA X Expert Administrator, Kaseya, 11/01/24
  • CompTIA A++ and Network + Certification

Additional Information

Fluent in Spanish and Portuguese, Strong intercultural communication skills, Committed to continuous professional development

Awards

Customer Service Award, Roger Williams University, 10/01/22

Languages

Portuguese
Native/ Bilingual
Spanish
Professional

Accomplishments

  • Customer Service Award -October 2022
  • Successfully completed various enterprise wide software product rollouts within time and budget, office 365, DUO MFA, and Windows Operating System upgrades.
  • Successfully completed yearly computer hardware upgrades on time with high customer service marks.

References

References available upon request.

Timeline

Technical Services Manager / Associate Director, IT Technical Services

Roger Williams University
12.2015 - Current

IT Support Manager and Project Lead

Roger Williams University
02.2007 - 11.2015

Master of Science - Information Technology

Southern New Hampshire University

Bachelor of Science - Information Systems

University of Rhode Island

Similar Profiles

CREATE PROFILE