Miguel Francisco Gomez

MIGUEL GOMEZ TECHNICAL SUPPORT SPECIALIST CONTACT --https://www.linkedin.com/in/miguelgomez-/ Makati City, Philippines PROFILE Support Specialist with more than 8 years of experience in Application and Technical Support using different support channels. An integral member of a highpowered technical team dedicated to delivering technical support and mentorship to customers. Actively takes ownership of customer issues through resolution, is empathetic, adaptable, resourceful, and sees the support experience through the customer's eyes. An outstanding communicator — gets the message across simply and with wit, and builds trusted relationships at all levels. A master of prioritization. Prioritize customer escalations, product changes, and service issues. Have a strong sense of urgency, and flexibility and have the ability to work within deadlines and timelines. Experienced in Project and Team Management. Ability to adapt to a fastpaced environment. SKILLS Technical Skills Application Support SaaS Support PaaS Support Project Management Ticketing Triage UAT and Regression Testing Microsoft Office Applications SOAP and REST API troubleshooting SFTP and API integration HTML and CSS coding and troubleshooting Omni-channel Platform Support Non-technical Skills Product Management Team Player Effective Communication Critical Thinking WORK EXPERIENCE Technical Support Specialist ClickUp November 2023 - Present Managing incoming tickets, problem identification, and documentation. Troubleshooting and resolving product-related technical issues, including integration between ClickUp and external vendors. Preparing POC (proof of concept) for customers/prospects when necessary. Identifying patterns in recurring customer challenges and recommending product enhancements to improve user experience. Analyzing and reporting software-related glitches with the engineering team. Communicating with customers via email/CRM within established time frames. Delivering product demonstrations and guiding customers to understand our product better. Scheduling 1:1 meetings with customers when necessary. Building strong and long-lasting customer relationships, owning the relationship through proactive and reactive engagements. Gaining a deep understanding of user experience with our product and gathering effective feedback for continuous improvements and immediate correction. Pro-active approach toward the achievement of team and company goals. Communicating the problems, solutions, and best practices and collaborating with cross-functional teams to ensure seamless integration of Browse AI's platform. Web Support Specialist Amadeus Hospitality Philippines, Inc. June 2022 - October 2023 Provides exceptional customer service for clients who has Amadeus-managed websites Implements website content and design based on client requirements Point of contact in the APAC region assisting colleagues in day to day issues and tasks The point of contact for our development teams when working on my clients' technical issues and solving bugs. Handles escalations from different areas of the platform Trains newly hired support specialists in the APAC region Works with tickets via different support channels Troubleshoots wide-ranging technical issues with website configurations, HTML and CSS codes, website layout issues Investigates website issues via browser console MIGUEL GOMEZ WEB SUPPORT SPECIALIST EDUCATION Certificate and Advanced Diploma in Website Development and Information Technology Kent Institute Australia- Bachelor of Science in Information Technology Saint Louis University- LANGUAGES WORK EXPERIENCE Technical Consultant Oracle+NetSuite Inc Reviewed requirements, specifications, and technical design documents to provide timely and meaningful feedback Created detailed, comprehensive, and well-structured test plans and test cases Estimated, prioritized, planned, and coordinated testing activities Identified, recorded, documented thoroughly, and tracked bugs Liaised with internal teams to identify system requirements Integrated NetSuite system with vendor platforms using API and SFTP connections Discovered bugs within the software Developed and applied testing processes for new enhancements or existing implementations. Attended meetings with clients to go over the changes/enhancements Technical Support Engineer Oracle+NetSuite Inc English Filipino October 2021- May 2022 August 2019 – October 2021 Handled tier 2 escalations from different areas of the platform Reviewed, assessed, and assigned new and existing tickets for escalation to the appropriate resource within the agreed SLA Provided application support, troubleshooting and customer education via the application’s different support channels such as phone, email, and chat Handled generation of weekly, monthly, and individual metric reports and presented to the team and management on a quarterly basis Created and managed escalation tickets to engineering team via Jira platform based on reported and confirmed defects bugs/defects Performed testing upon deployment of bug fixes Worked with different teams to solve escalations and provide RCA to clients Handled 8-12 tickets per day Consistent top performer with an average CSAT score of 4.9 Project Management Tasks Served as backup POC when EMEA Managers are out Prepared timeline for New Hires Onboarding and Training Case Management (Triage) - Handled incoming web cases and escalations from associates and determines the urgency and proper routing to Senior Supports. Provided brownbag and training sessions with teammates to evaluate their current knowledge base and reports to the immediate manager IT Support Associate Accenture Inc June 2013 – August 2016 Generated weekly and monthly reports directly to client and management. Handled requests and processes orders using EDI system Handled incident tickets through email, chat, and voice. Interacted with clients through Skype and telecom carriers through phone Sought opportunities to improve processes such as integrating formula or code within an application to shorten processing time