Josh Peñafiel

IT support and SaaS professional with 10+ years of technical support experience across end-user support, ticket management, troubleshooting, access management, networking, remote assistance, SaaS/PaaS platforms, and escalation handling. Experienced supporting both Mac and Windows environments for 5+ years, investigating unfamiliar technical issues, identifying root causes, and coordinating resolution across teams. Strong background in ServiceNow, Zendesk, Atlassian, Slack, Cisco Meraki, remote-support tools, and cloud-based business applications.

Known for ownership, clear communication, documentation, and process improvement.

Support Specialist II – POS Retail & E-commerce at Lightspeed HQ (2021-01 – 2026-12)

• Provide technical and customer support for a cloud-based commerce platform, investigating user, workflow, integration, and product issues.
• Investigate, reproduce, document, and escalate product issues and bugs to Quality Assurance and internal teams, tracking cases through resolution.
• Support customer health and retention by identifying red flags, coordinating with Account Managers, and communicating technical findings clearly.
• Participate in the review and deployment of new platform releases and advocate for product and support improvements based on frontline feedback.

Support Specialist II – Hospitality Payments at Lightspeed HQ

• Provide technical support to internal frontline agents and customers through phone and email-based ticket support.
• Document and track customer issues and resolutions, follow escalation procedures, and coordinate with team leaders on complex day-to-day situations.
• Use Salesforce, LogMeIn, Microsoft Dynamics, Zendesk, Confluence, Atlassian, Slack, Splashtop, Intercom, and reporting/analytics tools.

Senior Process Executive – Voice at Cognizant Philippines (2020-01 – 2021-12)

• Provide day-to-day technical support including password resets, profile creation, email creation/distribution, and account/access-related requests.
• Manage ServiceNow tickets and service requests across phone, chat, and email while meeting defined SLAs.
• Troubleshoot hardware, software, network, and email-related issues; identify root causes and apply solutions designed to prevent recurrence.
• Guide users through technical troubleshooting and communicate solutions clearly to non-technical end users.

Technical Support & Sales Representative at Sitel Philippines (2015-01 – 2020-12)

• Provided remote technical support through phone, email, and chat, diagnosing and resolving hardware and software issues.
• Supported software installation, configuration, compatibility troubleshooting, and step-by-step root-cause investigation.
• Used remote desktop tools to assist customers and resolve technical issues in a timely manner.

IT Specialist OJT at Inspiro Iloilo – formerly SPI Global

• Provided technical assistance to employees, including software installation and computer reformatting with guidance from a Senior IT Specialist.

Web Developer OJT at I-River Integrated Solution Iloilo

• Trained in website development using HTML, SQL, Adobe Photoshop, and PHP.

Bachelor of Science in Information Technology – West Visayas State University (2011-01 – 2015-12)