TECHNICAL SUPPORT LEAD
(2025-04 - 2026-12)
- Leads & Mentors: Manages, schedules, and mentors a team of support engineers, fostering a culture of continuous learning and excellence.
- Owns Metrics & SLAs: Monitors and drives key performance indicators (KPIs) such as First Response Time, Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and service level agreements (SLAs).
- Handles Escalations: Serves as the final point of escalation for critical, high-priority, or complex technical issues, ensuring swift resolution.
- Improves Processes: Develops and refines support workflows, knowledge base articles, and troubleshooting guides to scale support efficiency.
- Drives Quality: Performs ticket audits and quality assurance reviews to maintain high standards of customer communication and technical accuracy.
- Collaborates Cross-Functionally: Partners with Engineering, Product, and Success teams to report bugs, advocate for customer needs, and influence product improvements.
- Analyses Trends: Analyzes support ticket data to identify recurring issues, proactively address root causes, and reduce ticket volume.
- Protects system and operation by keeping information confidential
- Contributes to team effort by accomplishing related results as needed
TECHNICAL SUPPORT ENGINEER
(2019-02 - 2025-07)
- Diagnose and troubleshoot complex technical issues related to POS Hardware and software applications, APIs, databases, networks, and system integrations.
- Provide timely and effective solutions via email, live chat, phone, and remote desktop sessions while maintaining high customer satisfaction (CSAT/NPS).
- Document detailed case notes, reproduce issues in test environments, and escalate confirmed bugs to engineering teams with clear replication steps.
- Develop and maintain knowledge base articles, FAQs, and technical guides to empower users and improve self-service resolution rates.
- Collaborate with cross-functional teams (Engineering, Product, QA) to communicate customer pain points and influence product enhancements.
- Handle and prioritize support tickets according to SLAs, managing escalations when necessary.
- Participate in on-call rotations to address critical production incidents outside business hours.
DATA ANALYST - SYSTEM-A - Muntinlupa, Alabang, PH
(2016-08 - 2019-12)
- Completeness in data entry
- Accuracy in typing speed
- Ability to block out distraction which may cause errors
- In-charge of maintaining backups of information
- Scan documents thoroughly before data entry
- Maintains info/documents for transcribing on the system
- Meticulous in correct entry of info and other details
- Performs other related functions as instructed
DATA ENTRY CLERK - OMNILUCK - San Pedro, Laguna, PH
(2015-04 - 2016-07)
- Experience in Data Entry Management
- Prepares source data for computer entry by compiling and sorting information
- Established organizing skills with entry priorities
- Maintains data entry requirements by following program techniques and procedures
- Secures information by completing data base backups
- Protects system and operation by keeping information confidential
- Contributes to team effort by accomplishing related results as needed
- Efficient in record keeping
ELECTRICIAN - De La Salle University – Dasmariñas - Dasmariñas City, Cavite
(2009-03 - 2009-03)
Facility Maintenance
- Electrical Preventive and Corrective Maintenance System
- Machine Control and minor electrical repairs
- Proficient in Building Wiring Installation by using correct methods and techniques
