John Gerdy Magno

Support global clients in the healthcare industry by building and customizing audit and incident reporting forms. Primarily handle APAC clients, while also assisting Middle Eastern and American accounts. Troubleshoot technical issues within the SaaS application (e.g., form submission failures, app loading errors).

Senior Technical Support Representative / Implementations Specialist (Email Support) - Rendition Digital Inc.

(2024-02 - 2025-06)

• Support global clients in the healthcare industry by building and customizing audit and incident reporting forms.
• Primarily handle APAC clients, while also assisting Middle Eastern and American accounts.
• Troubleshoot technical issues within the SaaS application (e.g., form submission failures, app loading errors).
• Utilize HubSpot ticketing system for client support communication.
• Conduct client meetings via Microsoft Teams and Google Meet.

Customer Support Analyst (Email/Phone Support) - MOBIHQ / HungryHungry (via Microsourcing PH)

(2023-11 - 2026-03)

• Provide support to clients in Australia, New Zealand, and North America using the Mobi2Go SaaS platform.
• Curate and update digital storefront menus for restaurants and food businesses.
• Troubleshoot order failures, POS system issues, and aggregator integrations.
• Schedule and host client consultations to apply and implement necessary storefront changes.
• Proficient with Zendesk and HubSpot CRMs.

Technical Support Representative – Level 3 / SME - Henry Schein One (via Alorica Philippines)

(2015-11 - 2023-11)

• Provided advanced technical support for Dentrix Practice Management Software through phone, chat, email, and remote access.
• Conducted webinars and one-on-one training sessions with clients.
• Mentored junior technicians and shared best practices for troubleshooting complex software issues.
• Worked collaboratively with U.S. and Canadian supervisors and engineering teams.
• Simplified complex technical concepts for non-technical users.
• Delivered Windows-based IT support and operated remote access tools like Bomgar, RDC, and LogMeIn.
• Created and documented tickets for new and recurring software issues.

Technical Support Representative – Internet, Cable & Phone - AT&T (via Convergys)

(2015-01 - 2015-12)

• Supported customers with internet, TV, and phone service setup and troubleshooting.
• Assisted with service configuration, billing concerns, and upselling of add-on products and services.

Customer Support Representative / Number Porting Specialist (Tier 2) - Sprint / Boost Mobile (via TeleTech Pilipinas)

(2014-01 - 2015-12)

• Managed number porting and activation for mobile and landline subscribers.
• Resolved complex porting and device activation issues at Tier 2 support level.
• Handled escalated tickets and conducted outbound calls to resolve customer issues promptly.

Diploma - Computer Hardware Servicing - Datamex Institute of Science and Technology (2013)