Jamil Alquero

I have over 10 years of combined experience as a Subject Matter Expert and Technical Support Specialist, Customer Support and Data Entry Clerk, with a strong background in customer support, issue investigation, bug reporting, data entry, and product testing. I am skilled in troubleshooting across different platforms and devices, and I'm adept at replicating app issues and collaborating with developers to resolve system bugs. My professional experience includes handling live chat, email, and social media inquiries, specifically for VPN products. I have a strong background in using support tools and writing clear, detailed reports for engineering teams.

From May 2019 to April 2025, I worked as a Subject Matter Expert at Exacot. In this role, I mentored junior team members, reproduced app issues across multiple platforms, and escalated confirmed bugs to engineers via Jira. I also collected debug logs, error messages, and console reports to support backend teams. I provided subject matter expertise to help with the development of new products and processes and coordinated resources across departments to complete projects efficiently. I also handled escalated customer issues and provided responses on social media platforms like X, Instagram, Facebook, and review sites like Trustpilot, the App Store, and Play Store.

Before that, I was a Technical Support Representative from January 2018 to May 2019. I handled up to five simultaneous chats through Zendesk and TeamSupport. I guided users on VPN setup for various operating systems and routers and used diagnostic tools to solve technical problems. A key part of my role was conducting comprehensive internal testing of Alpha app versions, which helped identify critical bugs and usability issues before public Beta launches.

Earlier in my career, I was an Email Support Representative at United Parcel Service from May 2015 to January 2018, where I provided timely and accurate customer support via email. I also worked as a

Data Entry Clerk from February 2013 to May 2015, where I updated and managed existing databases with a high degree of accuracy.

I hold a Bachelor of Science in Information Technology,which I completed in April 2014. My technical skills include proficiency with a wide range of support and testing tools such as Zendesk, TeamSupport, Jira, and Slack. I am also proficient with platforms like Windows, macOS, Linux, Android, and iOS.