Skill Assessments This user has not passed any tests yet Languages English - Fluent People also viewed * [![Yuri Ferreira](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72363_1784940008.jpg) Yuri Ferreira IT Support Technician](https://jobicy.com/u/id72363.md) * [![Temitayo Ojo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72339_1784923197.jpg) Temitayo Ojo Azure Administrator | Cloud Support Engineer | Technical Support Engineer](https://jobicy.com/u/id72339.md) * [![Jose Luis Perez](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72338_1784922971.jpg) Jose Luis Perez Sysadmin / Jr. DevOps Engineer / Technical Support L2](https://jobicy.com/u/id72338.md) * [![Justin Motley](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72334_1784921749.jpg) Justin Motley Desktop Support Specialist](https://jobicy.com/u/id72334.md) * [![Juan David Pardo López](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71226_1784908542.jpg) Juan David Pardo López Business Administrator](https://jobicy.com/u/id71226.md) * [![Efe Agbude](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72258_1784894510.jpg) Efe Agbude Customer Support Specialist](https://jobicy.com/u/id72258.md) * [![Treneice Bakare](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72220_1784870997.jpg) Treneice Bakare Senior IT Technical Support Engineer](https://jobicy.com/u/id72220.md) * [![Diana Bayona](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72175_1784845904.jpg) Diana Bayona Software Engineer / IT Analyst](https://jobicy.com/u/id72175.md) [All talent ↗](https://jobicy.com/talent.md) * [Overview](#overview) * [Portfolio](#portfolio) * [Services](#services) ## About Me I am a Product Support and Technical Support professional with over 3 years of experience helping customers resolve technical, account, connectivity, device, and service-related issues in fast-paced environments. I specialize in troubleshooting, root cause analysis, ticket management, escalation support, and documenting resolutions so recurring issues can be identified and addressed effectively. I have worked closely with cross-functional technical teams to investigate problems, share findings, and improve support workflows and customer experience. My background includes strong exposure to SQL, Power BI, Azure fundamentals, CRM systems, Jira, Confluence, and SaaS-style support processes. I am comfortable supporting users through email, chat, and structured technical communication, and I place a strong focus on clear follow-up and customer education. I also bring a foundation in business and technology, with prior experience in marketing and sales, which helps me understand customer needs and communicate solutions effectively. I am open to opportunities in technical support, product support, and customer experience roles where I can contribute my troubleshooting skills, analytical mindset, and collaborative approach. ## Skills ### [Problem Solving](https://jobicy.com/talent/problem-solving.md)[Python](https://jobicy.com/talent/python.md)[SQL](https://jobicy.com/talent/sql.md)[CRM](https://jobicy.com/talent/crm.md)[Cross Functional Collaboration](https://jobicy.com/talent/cross-functional-collaboration.md)[Troubleshooting](https://jobicy.com/talent/troubleshooting.md)[Agile](https://jobicy.com/talent/agile.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Power BI](https://jobicy.com/talent/power-bi.md)[Root Cause Analysis](https://jobicy.com/talent/root-cause-analysis.md)[Customer Education](https://jobicy.com/talent/customer-education.md)[Workflow Optimization](https://jobicy.com/talent/workflow-optimization.md)[Access Management](https://jobicy.com/talent/access-management.md)[Email Support](https://jobicy.com/talent/email-support.md)[Product Support](https://jobicy.com/talent/product-support.md)[Chat Support](https://jobicy.com/talent/chat-support.md)[Azure AD](https://jobicy.com/talent/azure-ad.md)[Entra ID](https://jobicy.com/talent/entra-id.md)[Bug Reporting](https://jobicy.com/talent/bug-reporting.md) ## Tech Stack & Tools ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/confluence/confluence-original.svg) Confluence](https://jobicy.com/talent?tool=confluence.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md) ## Experience Technical Support Consultant @ ROGERS COMMUNICATIONS Nov 2022 - Jul 2025 Resolved customer-reported technical, account, connectivity, device, and service-related issues in a fast-paced support environment while maintaining strong customer satisfaction. Analyzed recurring issues and support trends to identify root causes and process gaps. Managed ticketing workflows, documented technical findings, escalated complex issues, and collaborated with cross-functional teams. Technical Support Advisor @ TRANSCOM WORLDWIDE Feb 2021 - Feb 2022 Supported customers with hardware, software, network, account, and service-related issues using structured troubleshooting and SLA-driven support procedures. Maintained accurate CRM and incident documentation for reporting and issue tracking. Guided users through technical setup and troubleshooting steps while escalating complex incidents and providing clear follow-up communication. Marketing & Sales Associate @ DEZIRE RESEARCH Mar 2017 - Nov 2018 Supported customers by understanding their needs, answering inquiries, and providing service guidance aligned with business objectives. Maintained CRM records and customer interaction details to support reporting and follow-up. Increased customer retention by 20% by identifying service friction points and improving customer communication. ## Education St. Clair College of Applied Arts and Technology 2019 - 2020 Post-Graduate Diploma, International Business Management Sanghvi Institute of Technology and Management 2010 - 2014 Bachelor of Engineering, Information Technology This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.