Angelica C.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Angelica R. is a seasoned Technical Support Specialist with over four years of experience in supporting enterprise and SaaS applications, particularly within the hospitality sector using Oracle's OPERA systems. Based in Cebu City, Philippines, she showcases expertise in troubleshooting complex incidents, managing escalations, and performing root-cause analysis while maintaining compliance with SLAs. Her career includes notable roles such as a Technical Consultant at Azpired Inc., where she was pivotal in implementing and configuring enterprise systems. Throughout her journey, Angelica has collaborated effectively with cross-functional teams to optimize support workflows and enhance customer experiences. Her proactive approach has led to significant achievements, such as the end-to-end implementation of OSEM across multiple hotel properties. Angelica is proficient in user access control, incident and problem management, training, and knowledge transfer, underpinning her strong contribution to technical support and application management in the hospitality industry. She also holds a Bachelor of Science in Information Technology from Cebu Technological University.
Experience
Specialist Support Services
HRS Hospitality and Retail System · 2024 — 2026Delivered Tier 2 application and technical support for hospitality and reservation management platforms across hotels. Troubleshot complex issues affecting platform operations and reservations. Analyzed logs and user reports to pinpoint root causes and efficiently resolve incidents. Managed escalated support cases and maintained ownership until resolution. Collaborated with technical teams, vendors, and customers to address critical production issues. Configured and supported OPERA Cloud, OPERA PMS V5, and OSEM platforms. Supported system integrations such as IFC, OXI, and HTNG interfaces to ensure stable data exchange. Maintained comprehensive documentation of cases and troubleshooting references. Provided remote support and assistance for hotel operations and administrative users. Aided in streamlining support workflows and minimizing recurring technical issues.Technical Consultant
Azpired Inc. (Oracle Partner) · 2022 — 2024Implemented and configured enterprise systems according to client business needs. Installed and maintained hardware, software, and network systems. Provided technical support and troubleshooting for various system and application issues. Monitored system performance to ensure reliability and stability. Applied software patches and system configuration changes. Conducted testing of applications and system functionality prior to deployment. Coordinated with third-party vendors to address technical concerns. Documented technical processes and troubleshooting steps. Assisted with system security, access management, and operational improvements. Identified system gaps and suggested process enhancements for efficiency.IT Helpdesk Technician Intern
Prince Retail Group of Companies · 2022 — 2022Logged and tracked support tickets using internal systems. Assisted users with technical issues related to software, hardware, and applications. Provided remote troubleshooting assistance to end users. Maintained records of support requests and resolutions. Documented recurring technical issues and developed internal support references. Collaborated with team members to ensure timely resolution and escalation of issues. Supported daily IT operations and administrative tasks.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyCebu Technological University · 2018 — 2022