MJMarvello Jimeno JR
@bageson
Experienced operations lead and technical support specialist.
PhilippinesWhat I'm looking for
I am an experienced operations lead and technical support specialist with over a decade of experience in customer service, IT support, and operations management. I have had the privilege of working with top tech companies such as Microsoft, Uber, and Trend Micro, where I honed my skills in troubleshooting, team supervision, and process optimization.
Throughout my career, I have successfully led app support teams, managed onboarding processes, and provided technical support across various platforms. My ability to enhance operational efficiency through process improvement and documentation has been a key factor in my success. I am passionate about delivering exceptional customer service and resolving issues effectively, ensuring a seamless experience for clients and team members alike.
Experience
Work history, roles, and key accomplishments
App Support Lead
Bluecrew
Jul 2021 - Nov 2024 (3 years 4 months)
Led app support for one of the top staffing platforms in the US, providing technical support for applicants and clients across Apple and Android devices, and managing onboarding for new clients and crew members.
Operations Lead
Microsoft
Jun 2018 - Mar 2021 (2 years 9 months)
Managed Office 365 consumer LOB operations, leading a team of 7 ambassadors and providing technical support for Office 365 Admin for business users.
Operations Lead
iPointEast Inc.
Sep 2017 - May 2018 (8 months)
Supervised a CCTV monitoring center overseeing multiple sites in Dallas, managing 2 supervisors, 3 team leads, and 50 CCTV operators.
Community Operation Specialist
Uber Systems Inc.
Sep 2016 - Apr 2017 (7 months)
Provided email-based driver and rider support for SENA and Australian customers, ensuring high levels of customer satisfaction.
Multiple Roles (Microsoft Account)
Convergys Philippines
Dec 2011 - Feb 2016 (4 years 2 months)
Held various roles including Trainer, Team Leader, and Technical Support for Microsoft accounts, leading pilot projects and creating documentation tools.
Chat Support
Telus International
Jul 2010 - Dec 2011 (1 year 5 months)
Provided game support for Zynga titles, assisting customers with gameplay and refund issues, ensuring a positive user experience.
Technical Support
Trend Micro
Sep 2009 - Jul 2010 (10 months)
Handled malware removal, software installation, and PC troubleshooting, providing remote access and firewall configuration support.
Supervisor / Customer Service
Call Matrix Corporation
May 2007 - Feb 2009 (1 year 9 months)
Managed phone card support and international connection troubleshooting, handling escalation issues and refund processes.
Education
Degrees, certifications, and relevant coursework
Our Lady of Perpetual Succor College
Bachelor of Science, Computer Science
2001 - 2005
Bachelor of Science in Computer Science, focusing on software development, programming languages, and systems analysis.
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Job categories
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