Rochany Brown

Technical Support Specialist with 8+ years of experience delivering Tier 1 & Tier 2 support across SaaS platforms, VoIP systems, and B2B partner ecosystems. Proven track record in technical troubleshooting, post-onboarding account setup, domain configuration, SLA management, and bug escalation using Zendesk, Salesforce, Jira, and ConnectWise. Pursuing a Bachelor's in Systems Engineering, combining strong analytical skills and networking fundamentals with a customer-first mindset to resolve technical issues efficiently.

Customer Support Specialist (Freelance) at LODGIFY (2025-05 – 2026-03)

• Provided multi-channel technical support (email, chat, phone) for a SaaS vacation rental platform, focusing on website troubleshooting and account maintenance.
• Handled host website technical assistance, customizing site configurations, masking changes, and resolving layout or domain issues.
• Managed Google Vacation Rentals (GVR) integration, configuring basic setup, listing synchronization, and basic SEO settings.
• Linked and transferred custom domains, including adding DNS/CNAME/A records on behalf of hosts (via Level 2 approval) when host access was restricted.
• Investigated, documented, and escalated platform bugs and technical tickets using Zendesk.
• Maintained secure system access and user authentication using Okta and 2FA protocols.
• Tools Used: Zendesk, Slack, JumpCloud, Mailgun, Okta.

Insurance Operations Associate at WNS GLOBAL SERVICES (BRISTOL WEST) (2024-09 – 2025-03)

• Handled high-volume customer interactions regarding insurance policy verification, coverage details, and eligibility inquiries.
• Processed policy updates and cancellations while strict regulatory standards and company compliance guidelines were met.
• Consistently met strict Service Level Agreements (SLAs) and maintained detailed, accurate account documentation.

Partner Technical Support Representative at MOVATE (VONAGE) (2020-06 – 2024-05)

• Tier 1 Technical Support: Provided phone and email support for cloud-based VoIP platforms, isolating system faults, identifying configuration issues, and guiding clients through basic troubleshooting.
• Remote Device Management: Connected to IP phone interfaces using ConnectWise to execute remote configurations, software/setting updates, and device resolution.
• Partner Support Team: Promoted to handle dedicated B2B partner support via email, managing account configurations, resolving partner inquiries, and issuing sales quotes.
• Specialized Retail Support Project (Starbucks): Supported new store openings by performing proactive phone line verification, conducting remote line troubleshooting, and dispatching field technicians when on-site resolution was required.
• Escalations & Case Tracking: Logged, tracked, and escalated complex issues and bug reports using Salesforce and Jira while meeting quality and SLA standards.

Senior Customer Service Representative at Concentrix (ZOCA Loans) (2017-01 – 2017-12)

Reservations & Booking Agent at Teleperformance (Priceline) (2015-01 – 2017-12)

Survey Researcher at Datascension Inc. (2008-01 – 2010-12)

Bachelor's Degree in Systems Engineering – UISIL Universidad (2025-01)

Coursework Completed in CCNA v7: Introduction to Networks – Cisco Networking Academy (2021-01 – 2021-12)