Professional Summary
I'm a technical support analyst with three years troubleshooting SaaS platform issues for Australian customers. I triage tickets, reproduce bugs, write clear reproduction steps for engineering, and communicate technical concepts simply to end users. I hold a COMPTIA A+ certification and I'm comfortable working in Zendesk, Confluence, and basic SQL for database lookups. I'm known for thorough investigation — I don't close a ticket until the root cause is confirmed.
Skills
Work Experience
Technical Support Analyst
AU SaaS platform • 2022-03 – Present
Handled Tier 1 and Tier 2 technical tickets. Reduced escalation rate from 28% to 11%.
Help Desk Analyst
PH IT outsourcing company • 2021-01 – 2022-02
First-line IT support for AU and US enterprise clients. Managed Active Directory accounts and VPN access.
Certifications
CompTIA A+
CompTIA • 2021-04✓ Verified by Adept
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