Technical Support Specialist | Quality Assurance Analyst | IT Support

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$7/hr

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Outline

Looking for Full-Time work (8 hours/day) at $7/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

15+ years in Technical Support & QA. Skilled in troubleshooting, customer service, and IT support. Cybersecurity enthusiast.

Skills & Experience

Skills

Cybersecurity 1-2 Years

Customer / Technical Support 10+ Years

Quality Analysis & Process Improvement 10+ Years

IT & Technical Support 10+ Years

AI & Automation Tools (ChatGPT) 1-2 Years

Python programming & scripting 1-2 Years

Cybersecurity Awareness 1-2 Years

Vibecoding (HTML, CSS, JS) 1-2 Years

Experience highlights

Senior Quality evaluator

Concentrix · January/2015 – Present

• Evaluated Microsoft 365 technical support cases to ensure compliance, service quality, and risk mitigation standards.
• Conducted root cause analysis on recurring support issues and identified operational gaps.
• Facilitated biweekly calibration sessions to align quality benchmarks and reduce error trends.
• Delivered trend analysis and performance reports to drive continuous process improvement.
• Provided structured coaching insights to improve technical troubleshooting accuracy.

Technical Support and Customer Service Support

Sykes Asia · August/2008 – Present

• Performed first-level technical troubleshooting for telecom services, including connectivity and system-related concerns.
• Analyzed customer-reported incidents and applied structured problem-solving techniques to determine root causes.
• Maintained accurate case documentation within internal ticketing platforms to support resolution tracking and escalation workflows.
• Collaborated with cross-functional teams to resolve complex service disruptions.

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