Francis Lopez
@francislopez
I resolve IT and smart-device issues for remote teams.
PhilippinesWhat I'm looking for
I've delivered Level 1 and Level 2 technical support at TaskUs, Copeland, and Concentrix, resolving hardware, software, network, connectivity, and smart-device issues across phone, email, and chat. I consistently maintained 87–90% CSAT while managing 20–40 ServiceNow tickets daily.
At Copeland, I diagnosed smart thermostat hardware and firmware issues, performed root cause analysis with engineering teams, tested feature releases, and maintained troubleshooting documentation for a remote support team. I also manage user access, device deployment, onboarding and offboarding, and end-user training for distributed teams.
Experience
Work history, roles, and key accomplishments
Provided end-to-end Level 1/2 technical support for hardware, software, network, and connectivity issues, handling 20-40 tickets per day via ServiceNow. Managed user account administration, deployed and configured devices, and supported application rollouts and security monitoring.
Delivered multi-channel technical support for IoT devices over 4+ years while maintaining an 87-90% CSAT score. Diagnosed thermostat hardware and firmware issues, conducted pre-rollout feature testing, and collaborated with engineering to resolve bugs. Authored internal troubleshooting documentation for remote teams to reduce repeat contacts.
Delivered multi-channel technical support for IoT devices over 4+ years while maintaining an 87-90% CSAT score. Diagnosed thermostat hardware and firmware issues, conducted pre-rollout feature testing, and collaborated with engineering to resolve bugs. Authored internal troubleshooting documentation for remote teams to reduce repeat contacts.
Back Office Support for a food delivery platform, maintaining partner data integrity, streamlining onboarding, and resolving operational issues.
As Tier 2 support, diagnosed complex hardware/software issues and collaborated with engineering to improve product quality while delivering user training to reduce repeat tickets.
Education
Degrees, certifications, and relevant coursework
AMA University
Bachelor of Science, Information Technology
2014 - 2017
Bachelor of Science in Information Technology with a focus on Web Development, completed in 2017.
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
Skills
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