Professional Summary
Technical Support Specialist with over 15 years of experience in IT services, web hosting, and telecommunications support. Skilled in diagnosing and resolving technical issues, assisting customers across phone, email, and ticketing platforms, and ensuring high service availability with minimal downtime. Experienced in handling billing and collections, supporting timely account resolution and customer follow-ups. Trusted to serve as Officer-in-Charge during management absences, providing team guidance and maintaining smooth daily operations. Proactive in process improvements and workflow optimization to enhance service efficiency and customer satisfaction. Known for strong communication skills, accountability, and consistent delivery of high-quality support.
Core Competencies
- Technical Support & Helpdesk Operations
- Web Hosting Administration (cPanel, DNS, Email, Domains)
- Network & Connectivity Troubleshooting
- Incident Management & Escalation Handling (Tier 2 Support)
- Ticketing Systems & CRM Tools
- Customer Service & Client Relationship Management
- Billing Support & Collections Coordination
- Team Coordination & Acting Officer-in-Charge
- Process Improvement & Workflow Optimization
- Knowledge Base & Documentation Management
Professional Experience
Technical Support Representative (Web Hosting) – Agentrix Information Technology Services, Philippines
August 2014 – Present
- Deliver first-line technical support to web hosting clients via phone, email, and ticketing platforms.
- Troubleshoot domains, DNS, email, cPanel, and server-related issues to minimize downtime and ensure service reliability.
- Assist customers with account setup, website migration, and configuration guidance.
- Handle escalations and complex cases, ensuring timely resolution and customer satisfaction.
- Support billing concerns and collections follow-ups while maintaining positive client relationships.
- Act as Officer-in-Charge during supervisor absences, overseeing daily operations, guiding team members, and managing escalations.
- Document solutions and contribute to knowledge base resources to improve team efficiency.
- Proactively recommend and implement process improvements to streamline workflows and enhance service delivery.
- Consistently meet or exceed service level agreements (SLAs) and customer satisfaction targets.
Tier 2 Technical Support Representative (Telecommunications) – West Contact Services Inc., Philippines
February 2013 – May 2014
- Managed escalated technical cases requiring advanced troubleshooting.
- Worked with engineers to resolve complex network and connectivity problems.
- Identified recurring issues and improved resolution processes.
- Supported and guided Tier 1 representatives.
Technical Skills
- Web Hosting (cPanel, DNS, Email Systems)
- Server & Hosting Troubleshooting
- Network Diagnostics & Connectivity Support
- Ticketing/CRM Systems
- Microsoft Office Applications
Education
Polytechnic University of the Philippines – Taguig Campus
Bachelor in Office Administration (Undergraduate) | 2002 – 2007