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Rhiena Semacio

@rhienasemacio

Technical Support Analyst at BrainBox | Inspectivity, resolving SaaS platform issues and improving customer support processes.

Philippines

Message

At BrainBox | Inspectivity, I diagnosed and resolved SaaS platform issues through troubleshooting and root cause analysis. I also revamped knowledge base documentation and created a Customer Satisfaction Survey Board in Monday.com.

At Infor PSSC, I supported Workforce Management systems, using SQL to investigate issues and identify root causes. I also tracked recurring incidents and shared insights with Product Management and R&D.

Earlier at Accenture Inc., I supported TIBCO and WebMethods integration systems for utility accounts, including production incidents, deployments, and UAT. I developed a ServiceNow Incident Dashboard and documented fixes to help reduce recurring incidents.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

BrainBox

Mar 2026 - Sep 2026 (6 months)

Diagnosed and resolved complex SaaS platform issues, performed root cause analysis, and collaborated with Engineering, Product, and Services teams. Revamped knowledge base documentation and implemented process improvements.

Jira Confluence Monday.Com Harvest Regression Testing Root Cause Analysis SLA Compliance

Technical Support Specialist

Infor PSSC

May 2024 - Dec 2025 (1 year 7 months)

Provided offshore primary support for Workforce Management systems, specializing in Time & Attendance modules for US-based companies. Used advanced SQL queries to analyze logs, validate system behavior, and identify root causes.

SQL ServiceNow Jira Confluence Cloud Monitoring Workforce Management Time and Attendance

Product Support Specialist

GHD Pty Ltd

Nov 2020 - Apr 2024 (3 years 5 months)

Provided first-line support for 200+ websites across Canada via phone, email, web portal, and chat. Diagnosed, triaged, and resolved incidents and service requests while maintaining high customer satisfaction.

Incident Management Customer Support Troubleshooting Knowledge transfer Training

Application Support Analyst – Integration Systems

Accenture Inc.

Jul 2018 - Oct 2020 (2 years 3 months)

Supported TIBCO integration applications, managing incidents, service requests, and deployments. Conducted requirement analysis, design, build, testing (UAT), and production implementation for enterprise integration solutions.

TIBCO ServiceNow Incident Management UAT Documentation Peer Review

Australian Utility Account – WebMethods Integration

Accenture Inc.

Jul 2014 - Jul 2018 (4 years)

Supported 60+ WebMethods interfaces across Dev, QA, and Production environments. Managed incidents, problem tickets, and change requests within SLA, and provided 24/7 on-call rotational support.