JAMIL ALQUERO
- | Mabalacat City, Pampanga |-|
linkedin.com/in/jamil-alquero-1a2b0b111/
PROFESSIONAL SUMMARY
A Subject Matter Expert and a Technical Support Specialist with over 10 years of experience in customer
support, issue investigation, bug reporting, data entry and product testing. Skilled in troubleshooting across
different platforms and devices, replicating app issues, and working with developers to resolve system bugs.
Experienced in handling live chat, email, and social media inquiries for VPN products. Strong background in
using support tools and writing clear, detailed reports for engineering teams.
WORK EXPERIENCE
Exacot (Formerly Reimage Ltd. & TopData Global IT Solutions) – Angeles, Pampanga
Subject Matter Expert | May 2019 – April 2025
• Mentored junior team members in best practices, industry standards and technical skills.
• Reproduced app issues across multiple platforms and escalated confirmed bugs to engineers via Jira.
• Collected debug logs, error messages, and console reports to support backend teams.
• Provided subject matter expertise to support development of new products, services and processes.
• Coordinated resources across multiple departments to complete projects or improve processes efficiently.
• Resolved escalated customer issues in a timely manner while maintaining positive relationships.
• Processed ad-hoc tasks assigned by higher-ups.
• Provided responses to different Social Media platforms (X, Instagram and Facebook) and review platforms
(Trustpilot, App Store and Play Store).
• Identified and assigned agents to perform internal testing (dogfooding) of Alpha app versions.
Technical Support Representative | Jan 2018 – May 2019
• Handled up to 5 simultaneous chats through Zendesk and TeamSupport.
• Guided users through VPN setup on Windows, MacOS, Android, iOS, Linux and routers.
• Identified and solved technical issues with a variety of diagnostic tools.
• Utilized troubleshooting techniques to identify, analyze and resolve customer issues quickly.
• Handled customer complaints and escalated issues according to procedures.
• Diagnosed issues through process of elimination by asking probing questions.
• Developed in-depth knowledge of VPN products and services; educated users on product features and
benefits.
• Conducted comprehensive internal testing (dogfooding) of Alpha app versions, identifying critical bugs
and usability issues that enhanced final product stability prior to public Beta launch.
• Performed remote sessions using LogMeIn to resolve technical issues and to get debug logs for reporting.
United Parcel Service – Clark, Pampanga
Email Support Representative | May 2015 – Jan 2018
• Provided timely and accurate support to customers via email.
• Updated customers on request status about shipping, tracking and account concerns.
• Ensured customer satisfaction by responding promptly to inquiries.
Data Entry Clerk | Feb 2013 – May 2015
• Updated existing databases with new entries on a regular basis.
• Checked source documents against entered data to ensure accuracy of inputted information.
• Verified accuracy of data entered by comparing it with source documents.
• Utilized multiple software programs to manage data entry functions.
• Operated data entry equipment to enter alphabetic, numeric and symbolic information into computer
systems with a high degree of accuracy.
• Entered customer and account data by inputting alphabetic and numeric information on keyboard or
optical scanner according to screen format.
EDUCATION
Mabalacat City College – Mabalacat City, Pampanga
Bachelor of Science (B.S.) in Information Technology – Graduation Date: Apr 2014
TOOLS AND TECHNICAL SKILLS
Support and Testing Tools: Zendesk, TeamSupport, Jira, Confluence, Kanban, Slack, Sprout Social,
LogMeIn, TeamViewer
Platforms and OS: Windows, MacOS, Linux, Android, iOS and routers
Payment and Admin Tools: Stripe, Paypal Dashboard, Amazon Seller Central
Other Tools: Google Workspace, App Store Console, Play Store Console, Trustpilot, AI tools (ChatGPT,
Gemini)
Other Skills: Technologically Proficient, Strong analytical skills, Strategic thinking, Problem-solving
abilities, Teamwork and collaboration, Multitasking, Process improvement, Interpersonal communication,
Process analysis, Decision-making, Set up devices, Troubleshooting service and product issues, VPN client
setup on different platforms including routers, Basic Python knowledge, AI prompts
