Open To Work
Keisha Alfonso
Port of Spain
Summary
IT professional with extensive experience in managing IT infrastructure, ensuring seamless network operations, and enhancing system security. Known for collaborative approach and commitment to achieving operational excellence. Reliable team player with focus on adapting to evolving technological needs and delivering consistent results.
Overview
22
22
years of professional experience
10
10
Certification
Work History
IT Officer
The Water and Sewerage Authority
Farm Road, St Joseph
01.2025 - Current
- Conducted open-source intelligence analysis to identify relevant Common Vulnerabilities and Exposures (CVE).
- Analyzed potential threats and vulnerabilities through extensive hunting efforts to bolster organizational security measures.
- Assisted in conducting research to support project objectives. Collaborated with team members to gather relevant data. Contributed to the analysis of findings to inform decision-making.
- Conducted thorough research and analysis to create effective policy guidelines addressing key organizational needs.
- Facilitated implementation of IT policies and procedures to optimize operational efficiency.
IT Officer
The Water and Sewerage Authority
Farm Road, St Joseph
05.2019 - 12.2024
- Compiled and analyzed monthly billing and cash receivables reports to support financial decision-making.
- Generated compliance reports for aging and regulated industries, ensuring adherence to industry standards.
- Compiled and organized reports for external auditors to ensure compliance and transparency.
- Facilitated ongoing staff training initiatives to enhance team capabilities.
- Conducted site visits to multiple centers to assess operational efficiency.
- Managed bad debt provision processes to mitigate financial risk.
- Executed preparation of credit chex reports to ensure accurate financial assessments.
- Compiled and analyzed water abstraction data to generate comprehensive reports.
- Facilitated communication between Information and Communications Management (ICM) and Customer Service departments for system upgrades, password resets, and equipment maintenance.
- Implemented strategies for system upgrades and setups, effectively reducing potential disruptions.
- Coordinated efforts with applications and development teams in ICM department to guarantee full operational capacity of CCB database.
- Managed department personnel, focusing on optimizing team collaboration and task execution.
Senior Customer Information Analyst
The Water and Sewerage Authority
Farm Road, St Joseph
07.2018 - 05.2019
- Oversaw staff responsible for printing and distributing customer bills.
- Managed team to ensure compliance with established procedures, enhancing billing department efficiency.
- Managed customer account billing to ensure accurate invoicing for metered, un-metered non-domestic, and water abstraction services.
- Facilitated efficient printing processes for customer bills and billing reports to enhance operational workflow.
- Generated comprehensive salary deduction reports at month-end to maintain financial transparency.
- Oversaw ordering processes for stationery supplies to maintain adequate inventory levels.
- Diagnosed and resolved minor computer issues within customer business services department.
- Delivered targeted solutions to rectify mistakes by counter staff and enhance overall customer service quality.
Senior Customer Service Officer
The Water and Sewerage Authority
Farm Road, St Joseph
02.2017 - 06.2018
- Led customer service initiatives to enhance satisfaction and streamline support processes.
- Mentored junior staff, fostering skill development and improving team performance.
- Implemented new Customer Relations Management (CRM) system features to optimize tracking of customer interactions.
- Analyzed customer feedback to identify trends and drive service improvements.
Customer Information Officer 1
The Water and Sewerage Authority
Farm Road, St Joseph
12.2016 - 02.2017
- Developed and maintained information management systems for data accuracy and accessibility.
- Coordinated communication strategies to enhance stakeholder engagement and public awareness.
- Analyzed data trends to inform decision-making and improve service delivery efficiency.
Senior Customer Servicer Officer
The Water and Sewerage Authority
Farm Road, St Joseph
10.2016 - 11.2016
- Led customer service team to enhance service delivery and resolve escalated issues.
- Implemented process improvements to streamline response times and increase customer satisfaction.
- Trained and mentored new staff on best practices in customer service protocols.
- Analyzed customer feedback to identify trends and drive strategic enhancements in service offerings.
Customer Information Officer 1(Ag)
The Water and Sewerage Authority
Farm Road, St Joseph
07.2015 - 09.2016
- Developed and maintained information management systems to enhance data accessibility.
- Coordinated communication strategies to streamline internal and external information flow.
- Analyzed data trends to inform decision-making processes and improve service delivery.
- Led training sessions for staff on effective information handling protocols and best practices.
Senior Customer Information Analyst (Ag)
The Water and Sewerage Authority
Farm Road, St Joseph
04.2015 - 06.2015
- Oversaw staff responsible for printing and distributing customer bills.
- Managed team to ensure compliance with established procedures, enhancing billing department efficiency.
- Managed customer account billing to ensure accurate invoicing for metered, un-metered non-domestic, and water abstraction services.
- Facilitated efficient printing processes for customer bills and billing reports to enhance operational workflow.
- Generated comprehensive salary deduction reports at month-end to maintain financial transparency.
- Oversaw ordering processes for stationery supplies to maintain adequate inventory levels.
- Diagnosed and resolved minor computer issues within customer business services department.
- Delivered targeted solutions to rectify mistakes by counter staff and enhance overall customer service quality.
Senior Customer Service Officer
The Water and Sewerage Authority
Farm Road, St Joseph
10.2014 - 03.2015
- Led customer service team to enhance service delivery and resolve escalated issues.
- Implemented process improvements to streamline response times and increase customer satisfaction.
- Trained and mentored new staff on best practices in customer service protocols.
- Analyzed customer feedback to identify trends and drive strategic enhancements in service offerings.
Customer Information Officer 1 (Ag)
The Water and Sewerage Authority
Farm Road, St Joseph
01.2014 - 09.2014
- Developed and maintained information management systems for data accuracy and accessibility.
- Coordinated communication strategies to enhance stakeholder engagement and public awareness.
- Analyzed data trends to inform decision-making and improve service delivery efficiency.
Customer Service Officer 1 (Ag)
The Water and Sewerage Authority
Farm Road, St Joseph
10.2011 - 01.2014
- Resolved customer inquiries and complaints efficiently, ensuring high levels of satisfaction.
- Provided accurate information regarding water and sewerage services to enhance customer understanding.
- Assisted in processing service requests and account changes to maintain operational flow.
- Collaborated with cross-functional teams to address service disruptions and improve response times.
Customer Information Officer 1(Ag)
The Water and Sewerage Authority
Farm Road, St Joseph
08.2011 - 09.2011
- Implemented quality assurance measures to ensure accuracy of information dissemination.
- Collaborated with cross-functional teams to design user-friendly informational resources.
- Managed stakeholder inquiries, providing timely and accurate responses to enhance satisfaction.
- Oversaw project initiatives aimed at improving organizational knowledge-sharing frameworks.
Roll Reader/Customer Accounting Assistant
The Water and Sewerage Authority
Farm Road, St Joseph
01.2008 - 07.2011
- Managed accounts payable and receivable processes to ensure timely payments and accurate financial records.
- Assisted in monthly reconciliations, identifying discrepancies, and implementing corrective actions.
- Collaborated with internal teams to streamline invoicing procedures, enhancing efficiency and accuracy.
- Maintained general ledger entries, ensuring compliance with accounting principles and company policies.
Roll Reader
The Water and Sewerage Authority
Farm Road, St Joseph
03.2004 - 12.2007
- Ensured the accuracy and consistency of records maintained by the Wardens Office in relation to the Water and Sewerage Authority.
Education
MBA - Business Administration
School of Accounting And Management
St Augustine10-2018
Bachelor of Science - Business Computing
SAM Caribbean Ltd
St Augustine08-2011
Skills
- Documentation and reporting
- Application support
- Quality assurance
- Business analysis
- Risk mitigation planning
- Information confidentiality
- Team collaboration
- Business intelligence
- Information security
- Disaster recovery
- Cybersecurity management
- Cybersecurity best practices
Certification
- Analytic Tools and Techniques for Strategic Warning, I-Intelligence GmbH - 2025
- Certified in Cybersecurity, ISC2 - 2025
- Writing Effective Policies & Procedures Workshop, Arthut Lok Jack - 2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Do to others as you would have them do to you"
Jesus Christ
Languages
English
Advanced (C1)
Timeline
IT Officer
The Water and Sewerage Authority
01.2025 - Current
IT Officer
The Water and Sewerage Authority
05.2019 - 12.2024
Senior Customer Information Analyst
The Water and Sewerage Authority
07.2018 - 05.2019
Senior Customer Service Officer
The Water and Sewerage Authority
02.2017 - 06.2018
Customer Information Officer 1
The Water and Sewerage Authority
12.2016 - 02.2017
Senior Customer Servicer Officer
The Water and Sewerage Authority
10.2016 - 11.2016
Customer Information Officer 1(Ag)
The Water and Sewerage Authority
07.2015 - 09.2016
Senior Customer Information Analyst (Ag)
The Water and Sewerage Authority
04.2015 - 06.2015
Senior Customer Service Officer
The Water and Sewerage Authority
10.2014 - 03.2015
Customer Information Officer 1 (Ag)
The Water and Sewerage Authority
01.2014 - 09.2014
Customer Service Officer 1 (Ag)
The Water and Sewerage Authority
10.2011 - 01.2014
Customer Information Officer 1(Ag)
The Water and Sewerage Authority
08.2011 - 09.2011
Roll Reader/Customer Accounting Assistant
The Water and Sewerage Authority
01.2008 - 07.2011
Roll Reader
The Water and Sewerage Authority
03.2004 - 12.2007
MBA - Business Administration
School of Accounting And Management
Bachelor of Science - Business Computing
SAM Caribbean Ltd