Looking for a job

Zairah Delos Reyes

@zairahdelosreyes

Technical Product Support specialist at Mercans HRM and Payroll who resolved 100+ monthly HRBlizz tickets while maintaining 95% SLA compliance.

United Arab Emirates

Message

What I'm looking for

I'm seeking to contribute my technical expertise to product support operations and continuous product improvement.

At Mercans HRM and Payroll, I supported HRBlizz, a SaaS-based payroll and HRIS platform, handling Tier 1 and Tier 2 application issues. I resolved 100+ technical tickets monthly while maintaining 95% SLA compliance.

I investigated application errors, logs, and data discrepancies, and escalated complex product issues to development teams. I also managed incidents, problems, and change requests, and documented troubleshooting findings.

In my Reporting Consultant - Implementation role, I built and configured payroll reporting assets for client implementations, developing custom reports with HTML, CSS, JSON, and XML. At Hooli Software, I tested web and mobile applications and tracked defects in Jira.

Experience

Work history, roles, and key accomplishments

Reporting Consultant - Implementation

Mercans HRM and Payroll

Nov 2024 - Jul 2026 (1 year 8 months)

Built and configured payroll reporting assets for new client implementations, including payslips, General Ledger reports, and bank files. Developed custom reports using HTML, CSS, JSON, and XML, and investigated reporting discrepancies during implementation and post-go-live stabilization.

HTML CSS JSON XML CSV PDF Payroll Reporting Data Mapping Troubleshooting Technical Documentation

Technical Product Support

Mercans HRM and Payroll

Nov 2022 - Nov 2024 (2 years)

Delivered Tier 1 and Tier 2 application support for HRBlizz, a SaaS-based payroll and HRIS platform, troubleshooting technical issues and managing incidents. Resolved 100+ technical tickets monthly, maintaining 95% SLA compliance, and analyzed error logs to identify root causes.

SaaS Support Incident Management SLA Compliance Root Cause Analysis Troubleshooting Technical Documentation Freshdesk Jira

Quality Assurance Analyst

Hooli Software

Apr 2022 - Nov 2022 (7 months)

Executed functional, regression, smoke, and end-to-end testing for web and mobile applications. Designed and executed test cases, logged defects in Jira, and collaborated with developers during defect resolution.

Functional Testing Regression Testing Smoke Testing End To End Testing Test Case Design Jira Agile Data Validation

Education

Degrees, certifications, and relevant coursework

FEU Institute of Technology

Bachelor of Science, Information Technology

2018 - 2023

Bachelor of Science in Information Technology with specialization in Web and Mobile Application from FEU Institute of Technology, completed from 2018 to 2023.