Two helping ImageQuest improve delivery of client services

ImageQuest's Edelyn Gonzaga and Tyler Nicholson help improve our client servicesWe continue to improve our delivery of client services as we grow.

That includes hiring more IT professionals, such as Edelyn Gonzaga and Tyler Nicholson.

Edelyn is an overnight systems administrator for us. Edelyn responds to and resolves network alerts. She also conducts “health checks” on client systems.

Edelyn is based in the Philippines, near Manila, and is our first overseas employee. Manila is 13 hours ahead of our offices in Nashville, so having Edelyn monitor client systems overnight gives us a jump on any issues that might come up before the next business day begins.

Prior to joining ImageQuest, Edelyn spent eight years with Brother Industries Philippines, Inc. – most recently as an IT Infrastructure supervisor.

At Brother, Edelyn ensured system availability for all users company-wide through regular maintenance tasks; managed requests for system installations, deployments, configuration changes, maintenance and upgrades; and reported to higher management on Key Performance Indicator achievements. She also managed other employees in her department.

Edelyn said she chose a career in IT because “it does not get boring.

“You don’t always work for the same things and issues over and over again,” she said. “There will be times you have to deal with something you don’t even know how to do and that’s what makes it exciting – challenge!”

Also, IT gives her “a sense of accomplishment when I get to fix something, from simple to complex things,” she said. “It’s an extra bonus when people appreciate you for your effort.”

Tyler joined us as a Client Support Specialist III. He works in our Remote Support Center with a focus on resolving escalated tickets and critical incidents.

Tyler’s interest in IT started when he assembled a gaming computer, then took a college-level networking class. He then took a level one IT support job where he “wasn’t expected to know anything” and received training.

That first job was with a company which grew through mergers and acquisitions. His support specialist job was at a smaller IT firm which was acquired by another IT firm, which then merged with AHEAD in 2019.

Tyler left AHEAD as a Network Operations Center Technician to join us.

“This is almost like a reset for me,” Tyler said. “I’m back to a company with closer customer relationships than what I experienced previously.”

Tyler said he’s enjoying his time at ImageQuest because he has opportunities to learn “all the time.”

He also likes how appreciative clients are when he resolves their IT issues, and says he likes to stay focused on “getting the issues fixed and keeping the workflow going.”

Tyler spends his free time hiking, reading, and doing some music production.

 

 

 

 

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