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Renalyn Punzalan, Tech Support Specialist

Renalyn Punzalan

Tech Support Specialist·Sports Connect (US Company)

Philippines

Bachelor's degree, Criminology

Work experience

Total years of experience: 9 years, 1 months

Tech Support Specialist

June 2024 - March 2026

Sports Connect (US Company)

Bulacan, Philippines •Remote

June 2024 - March 2026

Managed high-volume, first-line technical support for club administrators, coaches, and parents, consistently meeting
stringent SLA requirements.
Diagnosed and resolved complex SaaS integration issues between Sports Connect and third-party systems (e.g.,
Stack Pay, Team App, AYSO, League Apps), reducing payment friction for users.
Trouleshooted and rectified critical user account bottlenecks, registration failures, and website configuration errors.
Company industry:
Business Process Outsourcing (BPO)

Technical Support Representative (Tier 1 & Tier 2)

March 2017 - September 2024

Fasthosts (UK Web Hosting)

Cebu City, Philippines

March 2017 - September 2024

Spearheaded Tier 2 escalations, conducting deep-dive, server-side troubleshooting and collaborating closely with
System Administrators to resolve high-priority technical incidents.
Trouleshooted complex web hosting infrastructures, including custom domain mapping, DNS zone file corrections,
SSL installations, and email delivery protocols.
Served as the primary technical point of contact, handling multi-channel support queries regarding basic hosting,
server environments, and database management (MySQL/PostgreSQL).
Consistently ranked as a Top Performer out of a large customer service operation, securing multiple #1 Quality and
#1
Company industry:
Business Process Outsourcing (BPO)

Education

universidad de zamboanga

April 2015

April 2015

Bachelor's degree, Criminology

Philippines

Skills

COMPLEX PROBLEM SOLVING

Intermediate

ANALYTICS

Intermediate

COMPLIANCE MANAGEMENT

Intermediate

CUSTOMER SERVICE

Intermediate

DOMAIN NAME SYSTEM

Intermediate

PAYMENT GATEWAY

Intermediate

SERVER CONFIGURATION

Intermediate

SOFTWARE AS A SERVICE SAAS

Intermediate

TECHNICAL SUPPORT

Intermediate

WEB HOSTING SERVICES

Intermediate