Open to opportunities

Derick Cuyo

@derickcuyo

M365 Certified expert in QA, ML, & web testing. Experienced in acct mgmt, sales, & CS. Adaptable team player with leadership & problem-solving skills.

Philippines

Message

What I'm looking for

I seek a technical role where I can apply Microsoft 365 and QA expertise, collaborate cross-functionally, drive security/compliance, and mentor teams while contributing to measurable operational improvements.

Given my experience as well in Project Recruitment, I can also be tapped to assist in Human Resource works.

Tech/QA Expert

Experience

Work history, roles, and key accomplishments

Current

Sr Systems Engineer

Current

Cognizant

Oct 2022 - Present (3 years 3 months)

Provides technical support and administration for Microsoft 365 and Azure AD, onboard/offboard tenants, implement security controls and MFA, and collaborate with incident/resolver teams to resolve complex client issues.

Azure Active Directory Office 365 MFA ServiceNow Security Compliance Incident Management

Quality Assurance Analyst

Cognizant

Jul 2019 - Oct 2022 (3 years 3 months)

Managed and performed quality audits, led coaching and calibration sessions, improved machine-learning case reviews for troubled users, and produced weekly/bi-weekly client reports to highlight operational risks.

Quality Assurance Machine Learning Operations Reporting Coaching ServiceNow Case Management

Senior Process Executive

Cognizant

Jun 2017 - Jul 2019 (2 years 1 month)

Supported a major online video platform handling subscriptions, billing, and advanced troubleshooting across mobile, desktop and living-room devices to resolve technical issues and replicate defects.

Technical Support Troubleshooting Subscription Management Billing Support Customer Service

Consumer Support Associate

360training.com

Jul 2016 - Jun 2017 (11 months)

Provided 24/7 support to US-based learners on course jurisdiction, approvals, locked exams, and technical navigation, resolving issues via chat and email.

Learner Support Technical Troubleshooting Chat Support Email Support Jira Freshdesk

Junior Account Manager

Freelancer.com

May 2014 - May 2016 (2 years)

Recruited and screened freelancers for client projects, managed project progress, coordinated with Web-QA to validate functionality, and recommended candidates to employers.

Recruiting Account Management Project Coordination Client Communication

Sales Service Representative

Convergys

Sep 2012 - Mar 2014 (1 year 6 months)

Handled banking and retail customer inquiries including card activations, billing disputes, fraud reporting, order tracking and sales support for online retail.

Customer Service Billing Support Sales Support Escalation Management

eCommerce Representative

Startek

Mar 2012 - Aug 2012 (5 months)

Provided technical and sales support for a major US cable/internet/telephone provider, encoded subscription modules and troubleshot service issues for customers.

Technical Troubleshooting Sales Subscription Management Customer Service

Technical/Listener Care Associate

Westcontact Services

Sep 2011 - Feb 2012 (5 months)

Activated accounts, handled escalations and provided technical and account support for a top satellite radio provider in the US market.

Technical Support Escalations Customer Service Troubleshooting

Travel Service Associate

PeopleSupport Inc

Sep 2010 - Apr 2011 (7 months)

Booked flights, hotels and car rentals and managed travel arrangements for US-based clients via a leading travel and hospitality website.

Customer Support Ticketing

Education

Degrees, certifications, and relevant coursework

Polytechnic University of the Philippines - Open University

Bachelor of Science in Business Administration, Human Resources Management

2023 -

Grade: -

Activities and societies: -

Ongoing Bachelor of Science in Business Administration with a major in Human Resources Management through PUP-Open University.

Cagayan State University

Bachelor of Information Technology, Information Technology

2008 - 2010

Grade: -

Activities and societies: Executive Secretary (Campus Student Government); Student Engagement Chairman (Junior Philippine Computer Society - CSU Aparri Chapter); Moderator on Special Automated Elections; contributed to IT Department publication that won best College Government on campus in 2010.

Completed two academic years toward a Bachelor of Information Technology and held student government and club leadership roles.