Romaine Thomas
About
Detail
Customer/IT support Expert.
Ocho Rios, St. Ann Parish, Jamaica
Contact Romaine regarding:
work
Full-time jobs
Flexible work
Résumé
Jobs
verified_user
0% verified
Mod contractorModSquadNov 2024 - Current (2 years)● Resolved complex MFA, purchase, and redemption issues using Zendesk and client tools, handling 50+ tickets/day, boosting FCR to 55% and sustaining strong customer trust.
● Investigated compromised and flagged accounts via Salesforce case workflows, validating claims for an estimated 20+ players/shift, strengthening safety enforcement and reducing repeated escalations.
● Documented vetted technical findings in Zendesk and Jira-style logs, supporting Tier 3 bug investigations on 10+ game issues/week, which accelerated defect resolution and knowledge sharing.
● Moderated in-game and community content using CheckStep and Stream.io, screeni- Technical Setup SpecialistGigCX MarketplaceDec 2023 - Dec 2024 (1 year 1 month)A Technical Setup Specialist who aids the company contract agents with the setup and installation phase of the onboarding journey within a SaaS environment. This is where we evaluate their PC requirement and system-based background checks for job position requirements. Some of the tools we used while assisting the service provider include Zoom, Microsoft Excel, and third-party software for diagnostic purposes, and client base OS as well as Windows 11 OS. Provided administrative support for agents using Salesforce.
- support and salesIbexSep 2022 - Sep 2023 (1 year 1 month)● Handled inbound phone and email cases in Zendesk for Ring devices, resolving 25+ support requests/day, which maintained 90%+ FCR and strengthened overall customer satisfaction.
● Diagnosed hardware, Wi-Fi, and app issues using proprietary Ring emulation tools, guiding 20+ customers/day through step-by-step fixes and reducing repeat contact rates for common problems.
● Captured order data and installation details in Zendesk CRM fields, processing daily security solution sales, which supported accurate billing and streamlined technician scheduling.
● Recommended tailored Ring security packages using product knowledge and 3D emulation references, driving monthly sales that exceeded targets and contributing to sustained revenue
Education
verified_user
0% verified
Projects (professional or personal)
verified_user
0% verified
- CSecurity plusCompTIA Security+May 2026 - Current (6 months)Identify various types of threats, attacks, and vulnerabilities, including malware, social engineering, and application attacks.
Utilize security technologies and tools, such as firewalls, intrusion detection systems, and endpoint security, to protect systems.
Design secure network architectures, implement secure systems, and apply secure protocols for architecture and design.
Manage identity and access concepts, including authentication, authorization, and accounting, to ensure secure access control.
Assess and manage risk through risk analysis, mitigation strategies, and business continuity planning.
Apply cryptography concepts, including encryption algorithms, public key infrastructu - AZ-900 FundamentalsUdemyJan 2026 - May 2026 (5 months)Studied how to manage different cloud model and the operation of them from Saas, Paas and Iaas. Gained practical experience in troubleshooting B2B SaaS environments, managing single sign-on services via OKTA, and performing both developer and administrator roles with specific authorization levels. Implemented third-party MFA service integration within Microsoft Entra ID and OKTA in a lab environment, configuring app registrations, external authentication methods, and user object mapping to secure authentication workflows.