Aizza Paulynn Belmonte
Mount Wellington
Summary
Summary of Key Skills Communication Skills: Clear and concise in language and choice of words Shows empathy by listening to others and respecting opinions Open-minded and flexible Customer Service Skills: Patient and understanding of others, especially customers who are frustrated Attentive to needs of customers and actively listens to what they say Able to use positive language and use persuasive speech when necessary Technical Skills: Proficient in MS365 Office applications, Software Installations and Email Set up, Active directory and Microsoft Azure and Intune , Service Now and Citrix Proficient in basics of Genesys Cloud CX Contact Center Administration and Implementation, Configure Roles, Permissions, and Divisions of Genesys Cloud users,Scripting and set up Genesys Cloud Architect Certifications: Genesys Cloud CX Professional Certification ( exp 29-06-2025 ) Genesys Cloud CX Quality Management Certification (16-11-2025 ) Personal Attributes: Builds friendly relationships and rapport with colleagues and clients (both internal and external) Prioritises tasks and performs multiple tasks in a fast-paced environment Demonstrates common sense and logical thinking Keen attention to detail and procedures in problem solving Sense of urgency, curiosity and tenacity to solve difficult problems with effective solutions
Overview
17
17
years of professional experience
1
1
Certification
Work History
Voice and Collaboration Engineer
Spark NZ
08.2022 - 04.2024
- Responsible for the design, selection, implementation, integration, management, user experience of Collaboration and Communication technology
- Configure Direct routing, manager voice users for Genesys Cloud and Microsoft Teams
- Configure auto attendants and call queues in Microsoft Teams
- Configure and troubleshoot Microsoft teams voice issues
Technical Specialist
Oranga Tamariki Service Desk, Spark NZ
07.2018 - 08.2022
- Provides high level of support to Oranga Tamariki users in the identification and resolution of their problems on Citrix, 3rd party Applications, Software Installation, 4G Wireless connection in laptops and Iphones Issues, Team viewer, supports desktop and laptop issues and manages Service Now Incidents and requests
- Owns customer resolution and exceed First Call Resolution
- Maintains knowledge of Spark Products and Services to confidently discuss it to the team
- Provides feedback to Team Managers, problem manager about processes or system issues which could be improved to deliver superior customer service, eg
- Trends in the weekly calls
- Participates in assigned training and upskills to maintain and improve knowledge of Spark systems and processes
- Acts as escalation point and or SME of the Oranga Tamariki Service Desk, ensure all team members has all the access they need to be able to do daily tasks, attends weekly meetings with the client and discuss the weekly trends / issues, and review their tickets, making sure they applied the correct troubleshooting before escalating to Tier 2 and 3
Senior Service Desk Analyst
Spark NZ
05.2015 - 07.2018
- Provides high level of support to Spark employees nationwide including retail stores support
- Install softwares, fix hardware issues, reset LAN passwords, install office applications, set up emails, Active directory
- Acts as an escalation point
- Train new team members, organize the induction, does on call support
Complex Technical Support / Fibre desk
Spark NZ
04.2014 - 04.2015
- Provides support to Broadband Customers, who has complex issues, take 2nd level of support to broadband customers
Broadband Technical Support
Spark NZ
08.2007 - 04.2014
- Provides first level support to Spark Broadband customers, customer service, log faults and troubleshoot basic internet issues, including connection, setting up of modems, setting up emails on outlook and on mobile phones
Education
Bachelor - Communication Arts
Far Eastern University
Skills
- Communication Skills
- Customer Service Skills
- Technical Skills
- MS365 Office applications
- Software Installations
- Email Set up
- Active directory
- Microsoft Azure
- Intune
- Service Now
- Citrix
- Genesys Cloud CX Contact Center Administration
- Implementation
- Configure Roles
- Permissions
- Divisions of Genesys Cloud users
- Scripting
- Genesys Cloud Architect
Certification
- Genesys Cloud CX Professional Certification, 06/29/25
- Genesys Cloud CX Quality Management Certification, 11/16/25
Summaryofkeyskills
Clear and concise in language and choice of words, Shows empathy by listening to others and respecting opinions, Open-minded and flexible, Patient and understanding of others, especially customers who are frustrated, Attentive to needs of customers and actively listens to what they say, Able to use positive language and use persuasive speech when necessary, Proficient in MS365 Office applications, Software Installations and Email Set up, Active directory and Microsoft Azure and Intune, Service Now and Citrix, Proficient in basics of Genesys Cloud CX Contact Center Administration and Implementation, Configure Roles, Permissions, and Divisions of Genesys Cloud users, Scripting and set up Genesys Cloud Architect
References
- Allan Tizzard, First Response Team Leader, Spark NZ, 0274345968
- Kingi Koroheke, Facilities Manager, Spark NZ, 0276802395
Hobbies and Interests
- Story writing
- Play badminton and tennis
- Travelling
- Learning Korean Language
Attributes
- Builds friendly relationships and rapport with colleagues and clients (both internal and external)
- Prioritises tasks and performs multiple tasks in a fast-paced environment
- Demonstrates common sense and logical thinking
- Keen attention to detail and procedures in problem solving
- Sense of urgency, curiosity and tenacity to solve difficult problems with effective solutions
Loves to write online stories, paint, play lawn tennis
I have been very artistic growing up, love art, love to paint and learned how to play tennis since our house is located across a tennis court.
Timeline
Voice and Collaboration Engineer
Spark NZ
08.2022 - 04.2024
Technical Specialist
Oranga Tamariki Service Desk, Spark NZ
07.2018 - 08.2022
Senior Service Desk Analyst
Spark NZ
05.2015 - 07.2018
Complex Technical Support / Fibre desk
Spark NZ
04.2014 - 04.2015
Broadband Technical Support
Spark NZ
08.2007 - 04.2014
Bachelor - Communication Arts
Far Eastern University
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