Liquid Internet’s Managed Purposes chat supervisor on her upbringing in India, what led her to tech, and the way she hopes to encourage different ladies.
Rising up, Edith Fernandez was at all times fascinated by electronics. “Every time my household purchased a brand new gadget, I learn its consumer handbook and examined it out,” she says. “My curiosity ultimately led me to the tech trade.”
Fernandez was born in Kerala, India. “My household was working a enterprise,” she says, “so most of my childhood was concerned in my mother’s enterprise. I used to be her accountant, and I used to assist her with all types of designing, beading work, and ironing. She known as me a professional designer.” Since my mom was working a tailoring unit at house, the household usually had many guests, and Fernandez and her sister served tea and snacks to clients as they got here and went. “My mother was an entrepreneur, and I feel I’ve her values,” says Fernandez. “She valued buyer satisfaction above the cash she made.”
It was ultimately the purpose of having the ability to assist her mom and two sisters that led Fernandez to tech. It was not a simple path. From telemarketing jobs to door-to-door gross sales to working for a tourism firm, she ultimately discovered her approach to IT, enrolling in a CCNA class. “Sooner or later, the scholar advisor introduced that there was a fast-track course that will additionally put together you for RedHat certifications,” she says. “Understanding nothing about it, I enrolled within the class and fell in love with Linux.” Inside just a few months, Fernandez earned certifications for RHCSA and RHCE.
Fernandez began with Nexcess within the early 2020s when she was employed for the provisioning division. “I appreciated the job, however I needed to do one thing extra, so I requested for a change,” she says. “I received the chance to get into tech assist. I labored as a tech for 4 months and was promoted to my present place.”
Now at Liquid Internet, Fernandez works with the Managed Purposes Chat Assist crew. “We’re the entrance line of protection, so chats are our precedence and first accountability,” she says. Since chats are our clients’ first level of contact, I want to remain updated about what is occurring across the technological world and go that info to all the crew to verify they’re forward of the sport, guaranteeing the very best buyer expertise.”
As a Managed Purposes Chat Assist Supervisor for over 50 technicians, Fernandez leads, coaches, trains, and encourages her crew. “I really like taking possession, diving deep to search out areas of enchancment throughout the division, and contributing concepts that may profit each the crew and the corporate,” she says.
Fernandez loves the quick tempo of the tech discipline and the rapidity with which change happens. “The know-how you utilize at this time is not going to operate the identical method it functioned just a few months again,” she says. “Variations maintain altering or want upgrading or cease working, so it’s worthwhile to keep present.
Of her work accomplishments, Fernandez is most happy with her work collaborating with the Nexcess management crew. “It has formed the best way I view management,” she says. “Right this moment, I lead a chat crew of over 50, and I attempt to make a distinction for my crew day-after-day. The Nexcess management crew confirmed me how important a superb supervisor may be, particularly in robust circumstances. The administration crew right here has by no means stopped inspiring me.”
Fernandez is glad to encourage different ladies, particularly Indian ladies and women. “The cultural norm in India is that life is programmed—there may be an age to graduate, age to get married, an age to have a child, an age to have a second child, age to ship them each to high school, after which the cycle repeats itself. I by no means fulfilled any of these standards,” she says, “however I consider the Indian astronaut, Kalpana Chawla. She at all times had a dream of touchdown on the moon. Though her dad and mom believed it was not an acceptable profession possibility for ladies. She made it to house, a feat achieved with arduous work and dedication. Girls ought to have that urge and get out of their consolation zone and go after their desires meant to be conquered.”
Caring deeply about her clients has made all of the distinction in Fernandez’s profession. “Success doesn’t include simply levels and certificates. With each ticket, each buyer, you need to assume massive, go searching for tactics to face out, and never compromise on delivering the proper outcomes and serving the shopper higher. You should take delight in your work.”
Her recommendation to ladies keen on pursuing a profession in tech is to create a imaginative and prescient of what they wish to grow to be. “IT is an enormous discipline. There are such a lot of areas and alternatives the place ladies can excel,” she says. “There’s nothing that can not be achieved. So dream about it, work in the direction of it, don’t be afraid to ask for assist, and go after what you need.”