John

Customer support specialist with five years on the front line of a leading self-custody crypto wallet, supporting users across desktop, mobile, and hardware. Deep practical knowledge of wallets, exchanges, staking, swaps, network fees, and on-chain transaction tracing, paired with a decade of professional writing that makes complex technical answers land with non-technical people. Calm and precise in high-stakes, financially charged conversations, including wallet compromise, malicious app and phishing investigations, and consistent about turning recurring tickets into documentation that reduces future volume.

Customer Support Engineer at Exodus Movement Inc. (2021-06 – 2026-08)

• Resolved a high daily volume of support requests for a self-custody crypto wallet used across desktop, mobile, and hardware, consistently meeting response-time targets.
• Led wallet-compromise investigations: determined how a breach occurred, traced stolen funds across multiple blockchains using block explorers, and gave users a clear, honest account of what happened and what was recoverable.
• Troubleshot transaction delays, stuck and underpriced network fees, failed swaps, syncing errors, and display issues across multiple chains.
• Guided users through staking, token swaps, and multi-chain asset management, calibrating explanations to each customer's level of experience.
• Handled security-sensitive conversations with care, coaching users on self-custody best practices and helping them recognise phishing attempts, fake support accounts, and drainer scams before funds were lost.
• De-escalated frustrated and financially anxious customers, holding a calm, empathetic tone in conversations where users had lost real money.
• Escalated reproducible bugs to engineering with clear, well-documented reports, and fed recurring issues back into help-centre content to cut repeat volume.

Freelance Writer at Self-employed (2008-12 – 2021)

Concurrent with roles below

• Delivered researched, engaging content across consumer tech, software reviews, and WordPress plugins for direct clients and agency partners.
• Sustained a pace of four 500-word articles per day for months at a time for a single client, meeting every deadline.
• Built long-term client relationships on reliability and clean copy that needed minimal editing.

Supervisor | Operations Technician at Enterra Feed (2017-08 – 2020-02)

• Supervised 20+ operators daily across hatchery and rearing areas: scheduling, weekly team meetings, and forklift/respirator certification.
• Enforced safety rules and standard operating procedures, served as a certified first-aid responder, and produced daily reports for senior management.
• As Operations Technician (Aug 2017 – Apr 2018): ran the automated crane and feed system, tracked larvae hatch rates and tray populations, programmed feed cycles, monitored and adjusted HVAC conditions, and performed equipment maintenance.

Co-Owner & Manager at Zack's Launderette (2015-08 – 2018-08)

• Ran daily operations for a customer-facing retail business, including inventory and stock management.
• Managed and scheduled a team of three.
• Built repeat business through attentive service and customer-appreciation extras; sold the majority stake after relocating to Canada.

Bachelor's Degree in Cooperatives Management – West Visayas State University (2004 – 2008)