Open to opportunities

Patrick James Saquin

@patrickjamessaquin

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Customer-focused support specialist with 7+ years resolving technical issues and escalations.

Philippines

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What I'm looking for

I seek a customer-centric role where I can apply technical troubleshooting, escalation management, and knowledge creation to improve support outcomes and team efficiency.

I am a customer-focused professional with over seven years of experience delivering technical support and managing escalations across email, phone, chat, and Zoom. I prioritize clear communication, first-call resolution, and efficient, customer-first solutions in fast-paced environments.

At Zendesk I collaborated with cross-functional teams, authored internal knowledge articles, and served as the APAC Point of Contact, improving team efficiency and communication. I have been recognized for outstanding performance handling escalations and technical access issues.

Previously, I provided advanced troubleshooting for Ceridian's Dayforce using Salesforce and Azure Portal, maintained accurate XML configurations, and performed root cause analysis to ensure system reliability. I also supported order and fulfillment workflows using Magento and Project44, and managed social channels with DashHudson.

My background includes hands-on technical training as an Aircraft Maintenance Technician, which complements my analytical approach to technical problems and documentation. I am adaptable, detail-oriented, and committed to continuous improvement in customer support operations.

Experience

Work history, roles, and key accomplishments

Customer Service Desk Agent

Zendesk

Aug 2023 - Feb 2026 (2 years 6 months)

Collaborated with cross-functional teams to ensure timely ticket resolution and authored internal knowledge articles as APAC point of contact, improving team efficiency and escalation handling.

Zendesk Escalation Management Cross Functional Collaboration Technical Troubleshooting

Customer Support Technical Specialist

Ceridian

Dec 2022 - Apr 2023 (4 months)

Delivered advanced troubleshooting and root cause analysis for Dayforce platform issues, managing critical cases and maintaining XML configurations to ensure system reliability.

Salesforce Root Cause Analysis XML Case Management Technical Troubleshooting

Customer Service Representative

Awesome OS

Jan 2019 - Dec 2022 (3 years 11 months)

Provided multichannel support resolving membership, order, and product inquiries, processed order updates and refunds via Magento and Project44, and managed social interactions to protect brand presence.

Zendesk Magento Project44 Order Management Refunds Social Media Moderation Customer Support

Technical Support Representative

Ibex Global Services

Nov 2015 - Apr 2018 (2 years 5 months)

Delivered first-call resolutions for billing, account, and technical issues, provided troubleshooting for internet/phone/cable services, and supported new account setups with upselling to enhance customer experience.

Call Resolution Technical Troubleshooting Billing Support Upselling

Education

Degrees, certifications, and relevant coursework

MATS College of Technology

Diploma in Aircraft Maintenance Technology, Aircraft Maintenance Technology

2012 - 2015

Completed a degree program in Aircraft Maintenance Technology with hands-on training in aircraft and engine systems, focusing on construction, overhaul, and repair of powerplants and structural components.