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Abegail Khellyn Polinio

@abegailkhellynpolini

Technical support specialist who resolved 40+ daily tickets and maintained a 95%+ first-contact resolution rate.

As a Technical & Customer Support Specialist, I resolved 40+ daily tickets involving hardware troubleshooting, software configuration, and account administration. I maintained a 95%+ first-contact resolution rate using systematic diagnostic procedures.

Previously, I tested software applications and documented bugs and workflows, and supported radio station equipment with daily maintenance and hardware testing that maintained 99% broadcast operational uptime. At the Civil Aviation Authority of the Philippines (CAAP), I inspected runway lighting circuits and serviced airfield navigation aids.

Experience

Work history, roles, and key accomplishments

Technical & Customer Support Specialist

Technical Support Company

Oct 2022 - Sep 2026 (3 years 11 months)

Resolved 40+ daily technical support tickets covering hardware troubleshooting, software configuration, and account administration via CRM ticketing tools. Maintained a 95%+ First-Contact Resolution (FCR) rate by utilizing systematic diagnostic procedures to troubleshoot customer network, software, and hardware issues.

CRM Ticketing Systems hardware troubleshooting Software Configuration Account Administration Diagnostic Procedures SLA Management

Software Support & Application Tester

Software Company

Jan 2022 - Sep 2022 (8 months)

Executed functional and regression testing across new software applications to identify bugs, workflow and system errors prior to deployment. Authored clear bug reports and workflow documentation, communicating feedback to software developers to accelerate resolution cycles.

Functional Testing Regression Testing Bug Reporting Workflow Documentation Software Training User Guides

Radio Station Technical Support

Radio Station

Feb 2021 - Nov 2021 (9 months)

Diagnosed and repaired equipment and audio workstations, resolving technical issues to prevent on-air downtime. Maintained 99% broadcast operational uptime by conducting daily preventative maintenance, hardware testing, and system checks on studio hardware.

Electronic Circuit Diagnostics Equipment Repair Preventative Maintenance Hardware Testing Audio Processing System Checks

Electronics Engineering Intern

Civil Aviation Authority of the Philippines

Feb 2020 - May 2020 (3 months)

Inspected and serviced runway lighting circuits, airfield visual navigation aids, and auxiliary power units to ensure 100% operational safety. Monitored control tower communication systems, including VHF/UHF radio transceivers and air traffic management hardware, to support uninterrupted air-to-ground contact.

Runway Lighting Navigation Aid (NAVAID)Power Systems VHF UHF Preventative Maintenance High Voltage Systems