Mikaela Giselle M.

Oversee the management of HR software platforms, including InfoTech and Timesoft. Orchestrated the onboarding and offboarding desktop procedures (license provisioning, installation of Microsoft Office, printer driver installation etc.) for employees throughout the organization. Managing Active Directory for the organization by provisioning license, adding and removing users and triggering password reset when necessary. Acted as the primary point of contact for initial troubleshooting of office systems, collaborating closely with Microsoft specialists for complex issues related to Microsoft Office applications. Provided remote assistance to address employee inquiries and challenges with InfoTech software. Conducted comprehensive briefings for site supervisors, ensuring a thorough understanding of new application functionalities. Executed Implementation and migration process from the legacy Timesoft software to the new InfoTech platform. Contract creation and negotiation to new employees. Managed communication across the company by composing broadcast messages for dissemination to all employees. Led comprehensive recruitment efforts for diverse roles across all organizational levels, spanning from blue-collar positions to executive-level roles. Collaborated closely with directors and operation manager to understand their specific talent requirements, encompassing a wide range of skills and personalities. Employed tailored recruitment strategies to attract top-tier candidates, conducting thorough candidate screenings, interviews, and assessments to ensure alignment with organizational objectives. Collaborated closely with site supervisors to forecast manpower needs and ensure timely fulfillment of headcount requirements for diverse projects. To proactively manage unexpected staffing gaps by promptly sourcing and securing replacement personnel to ensure uninterrupted workflow.

Manage and monitor performance of helpdesk agents. Ensure all tickets are attended, reviewed and closed as per SLA. Oversee day to day workplace activities and manage team scheduling and onboarding new staff or interns. Reviewing of call logs and cases ensuring all urgent issues are replied and closed. Act as an escalation for helpdesk agents on day-to-day issues on L1 ticket management and resolution. Ensure all standard operating procedures are followed by the team and identify improvements that can be made and propose to customer. Proactively foster strong client relationships by actively listening and comprehensively understanding their unique needs and objectives. Implement effective communication strategies to ensure client satisfaction and align deliverables with their expectations. Continuously assess and address client feedback to optimize service delivery and enhance overall client experience.

Provide 1st Level troubleshooting to customers remotely. Handle incidents via ticketing tools to provide IT support to customers. Create, track and escalate incidents to correct IT support teams. Dispatch onsite support if required. Document troubleshooting procedures for L1 support.

Attending to day-to-day customer service and needs. Assisting with reservations and walk-ins. Assisting barista with operations and food serving. Manage payments at the POS machine sales.