Suzette Mercado

Application Support Analyst

Elite Technology

Jul 2024 - Current (2 years 2 months)

• Remote troubleshooting and complex data mining on client systems through extensive use of SQL Management Studio, backend logs, front end testing, research and liaising with Development Team • Use case management (Salesforce) to record all information • Collaborate and interact with team, department and interdepartmental peers to resolve customer issues effectively • Use remote access utilities and other resources to replicate customer issues.

I

Customer Support Engineer

Infobip Philippines Inc.

Oct 2021 - Jul 2024 (2 years 10 months)

• Attends to customer inquiries and problems regarding omnichannel solutions such as SMS, email, SaaS, voice, etc via Zendesk, quickly resolved in a highly professional manner. • Ensure clients receive clear and accurate information in a matter of minutes. • Find workarounds when issues appear and can understand client needs. • Provide continuous feedback to our internal teams of engineers via Atlassian JIRA to improve our products based on the needs of our clients and their feedback. • Consulting and mentoring other team members while providing them with meaningful feedback.

T

Product Associate Support Team Lead

Technoglobal Team Inc.

Nov 2019 - Sep 2021 (1 year 11 months)

• Leads the Manila remote team to answer support tickets/queries from clients from AU, NZ, CA, UK, US related to Wise-Sync, Wise-pay, accounting platforms (QBO and Xero), MSP (ConnectWise and Autotask) • Evaluates and create metrics report for the Product Associates • Creates/updates documentations for the team • Trains and guides new Product Associates • Provides Level 2 Escalation for support tickets • Does Monthly reporting to the Director of Operations on Client experience and current issues and represents the Manila team during Leadership meetings

T

Product Associate

Technoglobal Team Inc.

Dec 2017 - Nov 2019 (2 years)

• Answers support tickets/queries from clients from AU, NZ, CA, UK, US related to Wise- Sync, Wise-pay, accounting platforms (QBO and Xero), MSP (ConnectWise and Autotask) • Provides timely feedback to the Product and Engineering Team/Customer Success Manager of any technical errors • Collaborates with Communications Coordinator for release of new product features/bug fixes and release notes • Creates KB articles for customers

B

Product Specialist

Business Machine Corporation

Jan 2014 - Nov 2017 (3 years 11 months)

• Trains the technicians, service engineers and end-users on new and old products. • Monitors the customer initial setup and ongoing maintenance processes regarding the installation, training, and ongoing support burdens. • Provides analysis and recommendations for POC (Proof of Concept). • Attends trainings provided by local and foreign suppliers (abroad) for certifications • Assists in the Requirements of Government Biddings in the preparation of documents and attendance in pre-biddings if required

P

Corporate Helpdesk Support

PLDT I MITC Bldg

Dec 2012 - Dec 2013 (1 year 1 month)

• Receives incoming calls from corporate DSL and telephone subscriber • Conducts first line maintenance and basic troubleshooting. • Creates fault ticket and endorsed to fault management group for proper handling

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