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Art J. — Senior Technical Support Specialist from Philippines

Art J.

Senior Technical Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Art J. is a seasoned Senior Technical Support Specialist with over a decade of experience spanning engineering, IT support, and SaaS domains. Known for his adeptness in Tier 1–2 support, Zendesk administration, and endpoint security, he effectively resolves escalated technical issues and optimizes support workflows. Currently at Malwarebytes, Art excels in diagnosing malware and OS problems while maintaining service level agreement targets through chat and email support. His previous tenure at Cloudstaff Philippines Inc. saw him managing escalations and creating comprehensive knowledge base documentation, a role in which he also trained new hires. Art holds a Bachelor's degree in Computer Engineering from Lorma Colleges and commands a suite of technical skills, including expertise in AWS WorkSpaces, Active Directory, and Microsoft 365. At Alorica Philippines, his role involved maintaining internal IT systems, while his experience as a Machine Engineer at SMK Electronics highlights his capability in preventive maintenance and ISO compliance.

Experience

  • Technical Support I

    Malwarebytes (Contractor) · 2025 — Present
    Provided Tier 1 support through Zendesk via chat and email while meeting SLA targets. Identified malware, operating system, and application issues using logs and various tools. Documented complex cases for escalation. Addressed billing and subscription inquiries utilizing Cleverbridge and 2Checkout. Offered support for AWS WorkSpaces and remote environments.

  • Technical Support II

    Cloudstaff Philippines Inc. · 2019 — 2025
    Handled Tier 2 escalations to enhance resolution efficiency. Managed and optimized Zendesk accounts and workflows. Developed knowledge base documentation. Performed QA testing and worked collaboratively with development teams. Provided training for new hires and refined onboarding processes.

  • Help Desk Support

    Alorica Philippines Inc. · 2018 — 2019
    Delivered internal IT support while ensuring system uptime. Administered Active Directory accounts and managed permissions. Diagnosed and resolved hardware, software, and network problems.

  • Machine Engineer II

    SMK Electronics Phils. Corp. · 2016 — 2018
    Performed preventive maintenance to minimize downtime. Ensured compliance with ISO standards and safety regulations. Created long-term solutions to address recurring issues.