Freelance Technical Support II - Orbio (Ryoko) via Upwork - Remote
(2025-07 - 2026-01)
- Diagnosed and resolved Ryoko Pocket Wi-Fi connectivity and configuration issues
- Provided assistance to customers for APN configuration, Wi-Fi settings, and accessing device GUI
- Verified SIM card activation, subscription status, and mobile data connectivity
- Diagnosed wireless connectivity issues and guided customers to effective technical resolutions
Application Support - TouchNet, A Global Payments Company - Quezon City
(2022-10 - 2023-11)
- Provided technical support for SaaS web applications through phone, email, and virtual meetings
- Diagnosed and resolved SaaS application login, authentication, and user access issues while training end-users on application functionality
- Troubleshot HTTP errors, including 403, 404, and 500 status codes
- Assisted with DNS updates, SSL/TLS validation, and IP whitelisting requests
- Supported deployment and testing of web application changes in production and test environments
- Monitored web server responsiveness and investigated application error logs
- Performed root cause analysis (RCA) on unresolved incidents while maintaining detailed technical documentation and compliance standards
Project-based Customer Service Representative - Innovative Systems Group Global Inc. - Remote
(2021-02 - 2021-06)
- Assisted customers with COVID-19 vaccination inquiries and appointment scheduling
- Resolved booking concerns and helped users locate vaccination sites
- Delivered customer support through remote communication channels
Subject Matter Expert / Content Moderator - TaskUs - Quezon City
(2018-06 - 2019-07)
- Promoted to Subject Matter Expert within three months based on strong performance metrics
- Conducted detailed content reviews to ensure policy compliance and operational quality
- Collaborated with QA, Training, and Operations teams to maintain service standards
- Assisted with knowledge-sharing and onboarding support for team members
Business Owner - Nyce Internet Café - Home
(2017-04 - 2022)
- Built and managed internet café infrastructure, handling complete network setup and maintenance including LAN cable crimping, switch configuration, and diskless server implementation using CCBOOT and iCafe8
- Deployed multi-drive server architecture (OS/apps, writeback, games, OS image) with health monitoring via Hard Disk Sentinel
- Installed dual NICs to separate traffic for images and games, optimizing performance
- Troubleshot internet connectivity, PC client issues, and performed game patching/update
Technical Support Representative II - TELUS International Philippines - Taguig City
(2014-09 - 2017-11)
- Delivered technical support for TELUS fiber/copper internet, home phone, Fiber TV, satellite TV, and email (SMTP, IMAP, POP)
- Diagnosed and resolved internet and wireless connectivity issues, including intermittent Wi-Fi, SSID/password configuration, wireless extenders, and router/modem troubleshooting
- Supported Norton antivirus installation; collaborated with Network Support to resolve latency and network connectivity issues, reducing technician dispatches
- Coordinated technician scheduling/dispatch and documented troubleshooting activities in ticketing systems
Technical Support Representative - Stream International Philippines - Mandaluyong
(2013-09 - 2014-09)
- Provided clear, step-by-step instructions to customers on how to reseat laptop hardware components, including batteries, RAM, and network interface cards (NICs)
- Helped customers navigate Windows system restore, refresh, and reset procedures
- Upsold warranties and laptop recommendations. Documented solutions; stayed current on HP models
- Coordinated laptop repairs with HP headquarters
