Shainna Diamante

Results-driven Technical Support Engineer II with 3+ years of experience in troubleshooting network, system, and connectivity issues across multiple platforms (Windows, macOS, iOS, Android). Proven ability to resolve high-volume tickets while maintaining SLA compliance and customer satisfaction. Also experienced in market development, client engagement, and email/CRM tools, offering a strong blend of technical, communication, and business support skills.

Adaptable, analytical, and solutions-oriented.

Technical Support Engineer II - CTC BPO

(2021-01)

• Resolved 100+ daily support tickets involving connectivity, authentication, and system errors across multiple platforms
• Performed advanced troubleshooting including traceroute, IP/MAC validation, and network diagnostics
• Maintained high SLA compliance while delivering quality customer support
• Handled inbound and outbound technical support calls, ensuring timely issue resolution
• Escalated complex cases with detailed documentation, improving resolution turnaround
• Supported users across Windows, macOS, iOS, and Android environments

Market Creation Officer - Tateh Premium Feeds

(2024-08 - 2025-03)

• Expanded market reach by conducting field visits, product presentations, and client engagement
• Monitored competitor activity and submitted market intelligence reports
• Supported sales growth through technical product demonstrations and relationship building
• Conducted market research and analysis to identify new opportunities

Customer Representative - 611 Global Services

(2019-01 - 2019-08)

• Handled outbound calls for sales and donation campaigns (US clients)
• Assisted customers with billing, refunds, and account verification
• Maintained strong communication and persuasion skills to meet targets

Bachelor of Science - Aquatic Science and Resources - Mindanao State University (General Santos City) (2019-08 - 2024)