Mayon Farquharson
@mayonfarquharson
I lead technical support teams resolving complex application, system, and end-user issues.
JamaicaWhat I'm looking for
I've led Tier II application and technical support at Kore Contact Center/Pimsware, resolving complex incidents for enterprise clients, managing SLAs, and partnering with engineers on business-critical issues. I identified recurring connectivity problems, recommended static IP addressing, and created more than 40 knowledge base articles and user guides.
Earlier at Numerator, I performed manual regression, functional, and integration testing for desktop and web applications, validated backend data with SQL, and stopped a critical production release by finding a high-impact defect before deployment. Across 13+ years in helpdesk support, QA, and team leadership, I've trained support teams, built onboarding programs, and improved documentation and support processes.
Experience
Work history, roles, and key accomplishments
Technical Support Team Lead - Tier II
Kore Contact Center / Pimsware (Caribbean HR Solutions)
Oct 2021 - Feb 2026 (4 years 4 months)
Led Tier II application and technical support operations for enterprise clients, providing advanced troubleshooting and escalation support. Managed ticket queues, monitored SLAs, and produced operational reports to ensure timely incident resolution and high service quality.
Technical Support Representative (Tier I)
Kore Contact Center / Pimsware (Caribbean HR Solutions)
Jan 2021 - Dec 2024 (3 years 11 months)
Logged, prioritized, and managed incidents using GDT and ServiceNow ticketing platforms while meeting established SLAs. Monitored system using NetRaven, escalating critical alerts to engineers when required.
Quality Inspector & QA Specialist
National Pen
Jan 2021 - Dec 2022 (1 year 11 months)
Reviewed recorded customer sales calls to verify accuracy and compliance with company quality standards. Conducted quality assurance reviews to maintain data accuracy and support operational excellence.
Quality Assurance Analyst/Supervisor
Numerator LLC (formerly Market Track)
Jan 2014 - Dec 2021 (7 years 11 months)
Performed manual regression, functional, and integration testing of enterprise desktop and web applications within an Agile Scrum environment. Validated backend application data using SQL queries to ensure data accuracy and integrity.
Research Associate
Numerator LLC (formerly Market Track)
Jan 2012 - Dec 2014 (2 years 11 months)
Performed data validation, data entry, and production reporting before promotion to Quality Assurance.
Education
Degrees, certifications, and relevant coursework
University of the Commonwealth Car
Bachelors of Science, Information Technology
2016 - 2026
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Social media
Job categories
Skills
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