CARLOS MIGUEL TUNGOL
Angeles City, Philippines | - |-
PROFESSIONAL SUMMARY
Product Support Specialist with 10+ years of experience in B2B and B2C technical support
environments, specializing in SaaS platforms, troubleshooting, and customer issue resolution. Proven
ability to investigate complex problems, manage escalations, and deliver clear, high-quality support to
global users. Strong background in collaborating with cross-functional teams to resolve product issues,
improve processes, and enhance overall customer experience.
CORE SKILLS
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Technical Troubleshooting & Root Cause Analysis
SaaS Product Support (VPN, Networking, Web Systems)
Customer Communication (Chat, Email, Ticketing)
Escalation Management
Bug Investigation & Reproduction
Documentation & Knowledge Base Creation
Data Analysis & Ticket Trend Monitoring
Cross-functional Collaboration (Engineering/Product)
PROFESSIONAL EXPERIENCE
Customer Success Manager – STQRY
• Provided hands-on product support, troubleshooting customer issues and ensuring timely
resolution.
• Led onboarding and guided customers through product setup and implementation.
• Investigated technical issues, working closely with internal teams to resolve bugs and improve
product functionality.
• Delivered clear and structured communication to customers, simplifying complex technical topics.
• Collected and translated customer feedback into actionable product insights.
• Created training materials and conducted product demos to improve user adoption.
Service Delivery Lead – TopData Global IT Solutions -)
• Supported a global user base for a VPN SaaS product, handling technical, billing, and
account-related concerns.
• Acted as escalation owner, resolving complex issues and ensuring high customer satisfaction.
• Performed ticket analysis and trend monitoring, identifying recurring issues and potential product
improvements.
• Conducted root cause analysis for customer-impacting issues and reported findings to
stakeholders.
• Led team training and coaching to improve technical troubleshooting and response quality.
• Collaborated with clients and internal teams to improve workflows and support processes.
Team Leader – Sykes Enterprises -)
• Managed a team handling enterprise-level technical support for broadband services.
• Oversaw escalations and critical incidents, ensuring fast and accurate resolution.
• Improved team performance through coaching, QA feedback, and process improvements.
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Ensured adherence to SLAs and maintained high-quality customer interactions.
EDUCATION
Bachelor of Science in Information Technology, FEU Institute of Technology – Manila (2015)
TECHNICAL SKILLS
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Networking: VPN Support, Cisco (CCNA 1 & 2)
Troubleshooting: Hardware, Software, Network Systems
Web Technologies: HTML, PHP, CSS
Creative Tools: Adobe Premiere Pro, After Effects, Photoshop
Platforms: Mac & Windows
ADDITIONAL SKILLS
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Excellent written and verbal communication
Strong attention to detail and problem-solving
Ability to simplify complex technical concepts
Experience creating documentation and training materials
Adaptable and fast learner in new systems/tools
