Marvie Puzon

I’m a Technical Support Team Leader with over 17 years of experience in IT Service Desk operations, customer support, and process improvement. I’ve worked in different support environments, handling both customer-facing and internal technical issues through voice, chat, and email. Over time, I’ve built a solid background in escalation handling, team coaching, and documentation.

I’ve had the chance to be part of the starting team for several support projects. My role usually involved helping set up basic workflows, creating SOPs and training new team members. I also support efforts to improve how teams use CRM tools and make sure everyone’s aligned on procedures.

In one of my recent roles, I helped oversee daily operations for a support team. I monitored performance, handled coaching sessions, reviewed quality audits and prepared reports for clients. I worked closely with both team members and stakeholders to keep things running smoothly.

Earlier in my career, I handled IT help desk work and emergency dispatch support. I started in front-line tech support and eventually moved into roles with more responsibility. A lot of my work involved documenting procedures, troubleshooting issues, and making sure problems were followed through properly.

I’ve used a variety of CRM and ticketing tools, and I can learn new platforms quickly. I do my best to stay organized, respond to issues calmly, and support the team wherever needed.

I care about doing good work, helping the team succeed, and keeping processes efficient and clear. My goal has always been to make sure people have what they need to do their jobs and to step in when something needs fixing.