Orbio (Ryoko) via Upwork | July 2025 – Jan 2026
Contractual Technical Support III | Remote
- Delivered high-quality Tier III remote technical support to global customers via phone support and live chat, acting as the final point of escalation for complex device GUI, wireless connectivity, and APN configurations.
- Troubleshot and resolved international roaming failures for global travelers by verifying multi-carrier backend provisioning, resolving SIM activation bottlenecks, and overriding band selections to match overseas LTE/5G frequencies.
- Analyzed cell tower coverage maps and utilized signal metrics to diagnose severe signal degradation or dead zones, providing data-driven network optimization steps for clients experiencing low or no signal bars.
- Identified systematic hardware/software bugs and escalated unresolved core system anomalies with detailed diagnostic logs to Senior Network Engineers and Product Development teams for code-level hotfixes.
- Diagnosed endpoint hardware/software faults, verified critical subscription anomalies, and thoroughly documented technical workflows within the ticketing system to build an internal knowledge base.
TouchNet, A Global Payments Company | Oct 2022 – Nov 2023
Application Support | Quezon City
- Provided omnichannel technical support (phone, email, virtual meetings) for enterprise SaaS web applications
- Troubleshot complex HTTP status errors (403, 404, 500), DNS updates, SSL/TLS validations, and IP whitelisting requests
- Resolved application login barriers, user access anomalies, and Microsoft Active Directory authentication issues • Monitored web server responsiveness, analyzed error logs, and performed Root Cause Analysis (RCA) on unresolved incidents
- Documented detailed technical workflows within Microsoft 365 environments to maintain compliance standards
TaskUs | June 2018 – July 2019
Subject Matter Expert / Content Moderator | Quezon City
- Promoted to Subject Matter Expert within three months based on strong performance metrics and technical aptitude.
- Conducted detailed content reviews to ensure strict policy compliance and maintain operational quality.
- Collaborated with QA, Training, and Operations teams to optimize service standards and onboard new team members.
Nyce Internet Cybercafé | April 2017 – 2022
Technical Operations Manager / Owner | Malabon
- Built internet café infrastructure from the ground up, deploying LAN setups and diskless server systems (CCBOOT, iCafe8).
- Deployed multi-drive server architectures with dual NICs to isolate image/game traffic and maximize network performance.
- Acted as the sole technician responsible for hardware maintenance, client PC builds, OS deployment, and network uptime.
- Monitored system health via Hard Disk Sentinel, managed routine software patching, and supervised part-time staff.
TELUS International Philippines | Sept 2014 – Nov 2017
Technical Support Representative III | Taguig City
- Delivered Tier 1 and 2 support for residential fiber/copper internet, home phone, Fiber/Satellite TV, and email setups (SMTP/IMAP/POP).
- Diagnosed local network issues, including intermittent Wi-Fi, SSID/password mismatches, extenders, and router/modem faults.
- Handled Norton antivirus installations and collaborated with Network Support to reduce unnecessary field technician dispatches.
- Maintained meticulous logs of troubleshooting activities and customer interactions within internal ticketing systems.
Stream International Philippines | Sept 2013 – Sept 2014
Technical Support Representative I | Mandaluyong
- Guided end-users through step-by-step laptop hardware reseating (RAM, NICs, batteries) and Windows OS restoration/resets.
- Utilized native Windows CLI utilities (ipconfig /release & /renew, flushdns, ncpa.cpl, etc.) to resolve local connectivity faults.
- Documented technical solutions, managed warranty requests, and coordinated hardware repairs with manufacturer headquarters.
