@mervinoclima1
IT Support Representative at Ozolio, helping users resolve hardware and software issues across SaaS and cloud systems.
PhilippinesAt Ozolio, I work as an IT Support Representative. I also hold this role at Emapta Global.
At EROAD, I worked as a Technical Support Specialist. Earlier, as a Technical Support Representative at Asurion, I supported end-users with hardware and software issues and managed configurations in cloud systems.
At Five9, I supported IT managers and end-users, handled software-specific cases, documented fixes, and worked within SLA requirements. At RingCentral, I set up Cloud PBX phone systems.
Work history, roles, and key accomplishments
Ozolio
Jan 2026 - Present (9 months)
Worked as IT Support Representative at Ozolio.
Emapta Global
Jan 2026 - Present (9 months)
Worked as IT Support Representative at Emapta Global.
Worked as Technical Support Specialist at EROAD.
Provided technical support to end-users, resolving hardware and software issues effectively while identifying and converting opportunities into sales. Consistently closed 1–2 sales per day from an average of 10–15 customer interactions. Maintained a 95% positive feedback rating from clients, reflecting a strong focus on customer satisfaction. Experienced in working with cloud systems and managing
Supported IT managers and end-users by ensuring software platforms remained operational and resolving technical issues promptly. Managed 8–10 cases daily, closing 50% of tickets on the same day for software-specific issues. Escalated more complex cases to the appropriate teams and ensured they were addressed effectively. Created and updated documentation for new fixes in the knowledge base, improv
Worked as Senior Support Operations Representative at Capital One.
Setup Cloud PBX phone systems
Degrees, certifications, and relevant coursework
EF SET English Certificate 75/100 (C2 Proficient)
Sep 2025
CompTIA A+ (220-901) Cert Prep: 5 Networking
Jul 2019
Software and tools used professionally
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