Jerome Dalde Quinlog
Technical Support | Networking | CCNA in Progress
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About
IT graduate with 14 months in a real-time support role for a US-based self-driving vehicle client, handling over 1,000 requests per shift with accuracy and response speed measured monthly. Selected for a higher tier handling more critical cases and ranked in the top 10 of a 50+ agent group. Currently studying for the CCNA and seeking an entry-level technical support role.
Experience
Remote Support Agent (Tier 3, then Tier 2B) at TaskUs (2025-06 – 2026-08)
- Handled over 1,000 requests per 8-hour shift for a US-based self-driving vehicle client, monitoring live vehicles and responding to every request before the shift ended.
- Kept monthly accuracy above the 95% passing score for all 14 months, checked by the quality team, while responding in 8 to 10 seconds against a 15-second target in Tier 3 and 15 seconds against a 20-second target in Tier 2B.
- Selected for the first group of about 20 agents assigned to Tier 2B, chosen from a much larger pool on accuracy, speed, attendance, and tenure.
Handled more critical cases at that tier: road accidents, blocked roads, pedestrians near the vehicle, and clearing a path for emergency vehicles.
- Reported a safety issue where a vehicle moved past a stopped school bus with its stop arm still extended. The engineering team fixed it. Logged more than 10 other tool bugs and errors for technical review.
- Ranked top 10 in overall performance among 50+ Tier 2B agents on several occasions, and earned an incentive in Tier 3 for consistently responding in under 12 seconds.
Education
Bachelor of Science in Information Technology – Trinidad Municipal College (2021-08 – 2025-05)
