Ronel

I’m a dedicated IT Service Desk and Technical Support Specialist with over 8 years of hands-on experience helping users solve technical issues and delivering reliable support in fast-paced environments. Throughout my career, I’ve worked with diverse teams across various industries, supporting clients through email, chat, and phone—always with a focus on providing clear, patient, and solutions-oriented assistance.

My technical expertise covers a wide range of platforms and tools, including Windows OS, Microsoft 365 (Outlook, Teams, Excel), SaaS applications, and website/domain management. In my most recent role with Art Storefronts, I provided support for a cloud-based SaaS platform used by artists and business owners. I handled everything from email setup and login issues to domain troubleshooting, e-commerce functionality, and customer onboarding.

I’ve developed strong problem-solving skills, always aiming to identify root causes and deliver permanent solutions rather than just quick fixes. I'm confident using various ticketing systems like Zendesk, Freshdesk, and Jira, and I’m comfortable juggling multiple tickets while maintaining SLA commitments. Whether it's helping a user recover access to their email, guiding them through app integrations, or escalating more complex cases to the appropriate team, I always make sure users feel supported and heard.

What sets me apart is my ability to blend technical knowledge with a customer-first mindset. I understand that technical issues can be frustrating, so I always strive to explain solutions in a simple, human way—avoiding jargon and helping users feel more in control of their tools.

Outside of my daily support work, I enjoy improving workflows, documenting solutions, and finding ways to streamline support processes. I also have a growing interest in automation tools and how they can enhance the support experience.

If you’re looking for someone who’s reliable, tech-savvy, and genuinely enjoys helping others, I’d love to bring my experience and positive attitude to your team.