-Profile Summary
Results-driven IT Professional & Technical Support Specialist with over 4 years of experience in hardware troubleshooting, network maintenance, and high-level customer support. Proven expertise in Level 1 and Level 2 troubleshooting for enterprise workstations and smart home ecosystems (WEMO/Linksys), consistently maintaining CSAT scores above 90%.
I bridge the gap between technical complexity and user experience, utilizing CRM tools like Zendesk and Salesforce to improve First-Contact Resolution (FCR) by up to 35%. Additionally, I offer a versatile background in Lead Generation, Appointment Setting, and Project Management, making me a highly adaptable asset for technical or administrative roles.
*Technical Skill Set
-Support & Operations: Desktop Support, Hardware/Software Troubleshooting, System Configuration, Workstation Setup.
-Networking: Router Setup (Linksys Velop), Cisco Packet Tracer, Basic Network Maintenance.
-Platforms & CRM: Salesforce, Zendesk, HubSpot, Microsoft Power BI, Slack, Google Workspace.
-Development & Data: Python, Java, MySQL, MariaDB, HTML, Flutter, LIDAR Data Annotation.
*Professional Experience
**IT & Technical Support
--IT Desktop Support Officer | OP360 (Dec 2025 – March 2026)
-Managed end-to-end technical support for hardware and network issues in high-volume environments.
-Executed system configurations and proactive maintenance to minimize office downtime.
**Senior Technical Support Specialist | Support Zebra / Teleperformance / Concentrix (2017 – 2020)
-Promoted to Senior Tech Support for WEMO devices; resolved 60+ daily complex inquiries.
-Improved FCR by 35% and maintained a 90%+ CSAT for three consecutive quarters.
**Technical Support Specialist | T-Mobile & Belkin
-Provided advanced troubleshooting for Telco accounts and home automation products.
**Virtual Assistant & Specialized Roles
--Lead Generation & Appointment Setter | JK Creatives / Real Estate Projects (2021 – 2024)
-Managed CRM data accuracy and conducted cold outreach for real estate and e-commerce.
**LIDAR Annotation Specialist | Remotask (2021)
-Improved AI model accuracy by 40% through precise data labeling.
**Social Media Manager & E-commerce VA
-Managed product listings (Shopify/Marketplace), YouTube uploads, and multi-platform customer engagement.
**Education & Projects
BS Information Technology (Major in Business Informatics) | March 2026
Cagayan de Oro College – PHINMA Education
-Leadership: Served as Project Manager for software development projects across 4 years.
Key Projects: Developed an Inventory System, Attendance Tracking System, and ATM Simulation.
***Tools & Software Proficiency
CRM & Admin: Salesforce, LeadSherpa, Linkvana, Arro Web Admin, Grandcentral, Samson.
Productivity: Microsoft Office (Expert Excel), Google Drive, Zoom, Skype, Slack.
****Why Hire Me?
I combine the technical "know-how" of an IT Officer with the communication skills of a seasoned Virtual Assistant. Whether you need help managing a complex network, resolving technical tickets, or growing your business through lead generation, I deliver results that are data-backed and customer-focused.
****Ready to start? Let’s connect!
