Rojim Rosales

L

L2 Associate Engineer / Small-Medium Business II, Advisor II

Linksys

• Acted as the last line of support for escalated technical issues, ensuring resolution of complex cases • Performed daily testing on Linksys products — including regular routers, business routers, business switches, and access points — to verify firmware stability and performance • Maintained direct communication with clients, the software engineering team, and the Senior Product Engineering team to relay critical issues and feedback • Led multiple advanced training sessions and played a key role in onboarding and mentoring new hires • Provided ongoing recommendations and technical guidance across teams — including managers and team captains — to improve support processes, drive efficiency, and enhance overall product performance

B

Customer Service, Advisor I

Belkin-WeMo

• Maintained professionalism and adhered to the first call resolution policy • Handled a large volume of calls daily with a positive attitude and a focus on customer satisfaction • Accurately documented interactions and responded to customer needs with effective problem-solving • Reached out to customers to offer assistance with account and service issues

R

Freelancer

Royal Star Food Corporation

• Coordinate and schedule meetings through phone outreach and follow-ups • Manage supplier-side negotiations and facilitate business deals • Handle daily email communications, responding to inquiries and maintaining clear, professional correspondence

Technical Support, Advisor II, SSEM

NETGEAR

L

L1 Technical Support Representative, Advisor I

Linksys

• Adhered to first call resolution practices with an 85-90% success rate • Completed basic training on home routers and mesh systems • Maintained a high level of expertise in company products, ensuring accurate and timely information was provided to customers • Documented customer interactions thoroughly in the case management system, maintaining detailed records for future reference • Improved first-call resolution rates through efficient problem-solving and in-depth product knowledge

General Virtual Assistant

Private

• Safeguarded sensitive information with discretion when dealing with confidential matters involving clients or company personnel • Inputting and maintaining information in databases and spreadsheets • Filtering, responding to, and managing email correspondence • Scheduling meetings, appointments, and travel arrangements

A

Associate, Advisor I

• Attended specialized training on business-grade switches, routers, and access points • Achieved up to a 95% success rate in first call resolution, demonstrating strong troubleshooting and customer service skills • Competent in advanced networking concepts including routing and switching, VLAN configuration, VPN setup (IPSec, L2TP, PPTP), port forwarding, NAT, QoS, link aggregation, and network monitoring • Performed and documented successful replication tests to identify, troubleshoot, and validate reported issues

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