Renalyn Punzalan

Highly skilled Technical Support Specialist with over 9 years of proven experience in web hosting, SaaS platforms, and complex troubleshooting. Expert in resolving critical DNS, server configuration, and payment gateway issues while maintaining top-tier performance metrics. A decorated customer service professional recognized multiple times as a Top Quality and High-NPS Agent, dedicated to bridging the gap between complex tech and exceptional customer satisfaction.

Tech Support Specialist at Sports Connect (US Company) (2024-06 – 2026-03)

• Managed high-volume, first-line technical support for club administrators, coaches, and parents, consistently meeting stringent SLA requirements.
• Diagnosed and resolved complex SaaS integration issues between Sports Connect and third-party systems (e.g., Stack Pay, Team App, AYSO, League Apps), reducing payment friction for users.
• Trouleshooted and rectified critical user account bottlenecks, registration failures, and website configuration errors.

Technical Support Representative (Tier 1 & Tier 2) at Fasthosts (UK Web Hosting) (2017-03 – 2024-09)

• Spearheaded Tier 2 escalations, conducting deep-dive, server-side troubleshooting and collaborating closely with System Administrators to resolve high-priority technical incidents.
• Trouleshooted complex web hosting infrastructures, including custom domain mapping, DNS zone file corrections, SSL installations, and email delivery protocols.
• Served as the primary technical point of contact, handling multi-channel support queries regarding basic hosting, server environments, and database management (MySQL/PostgreSQL).
• Consistently ranked as a Top Performer out of a large customer service operation, securing multiple "#1 Quality" and "#1 NPS" awards for outstanding customer satisfaction and accuracy.