Clarence S.
Mid-Level Configuration Specialist
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About
Clarence S. is a highly skilled Configuration Specialist with extensive experience in supporting multiple client implementations per month. He excels at REST API integration, webhooks, and CRM integrations, consistently building and validating systems through comprehensive end-to-end testing. Clarence has played a pivotal role in reducing incident resolution time by 40% in post-launch support at Convoso PH. His expertise encompasses partnering with multidisciplinary teams to ensure accurate client setups, gathering business and technical requirements, and streamlining onboarding processes. With a background in technical support, including roles such as Product Support Engineer and Technical Support Representative, Clarence has applied his technical prowess in SaaS administration, user access, permissions, and workflow setup. His commitment to technical documentation and process improvement supports robust client communication and successful SaaS product deployments. Clarence holds a Bachelor of Science in Information Technology from ICCT Colleges Inc.
Experience
Configuration Specialist
Convoso PH · 2026 — 2026Executed validation of 5-10 client configurations through end-to-end testing and supported UAT. Gathered requirements related to business, workflows, dialing, and integrations from new clients. Managed the configuration of client accounts, campaigns, workflows, lead fields, dispositions, user roles, access controls, caller IDs, and dialing settings. Built and validated API, webhook, SSO, CRM, and file-transfer configurations in collaboration with clients and third-party vendors. Developed implementation notes, review findings, and client walkthroughs while coordinating with Support, Engineering, Billing, and Implementation Managers.Product Support Engineer Level 2
Convoso PH · 2023 — 2026Handled 20 escalated support cases weekly, focusing on SaaS, VoIP, and networking issues. Collaborated with Level 3 Support Engineers and QA teams to reproduce and address defects. Offered technical guidance to Support and Implementation teams during troubleshooting and case transitions. Provided after-hours on-call support for urgent customer issues as needed. Assisted implementation teams with SaaS administration, user access, permissions, and workflow setup. Documented troubleshooting processes and resolution details to enhance technical documentation and internal knowledge sharing.Senior Customer Advocate
Convoso PH · 2022 — 2023Managed 5-10 customer inquiries each shift, ensuring consistent service quality for SaaS and VoIP issues. Accurately documented cases and maintained detailed technical records for follow-ups and internal visibility. Provided clear technical guidance on SaaS and VoIP products, simplifying complex issues for customers. Executed troubleshooting for SaaS, VoIP, and networking problems, leveraging REST API integration and Webhooks knowledge for root cause analysis. Managed tasks related to implementation and configuration, including CRM integrations, workflow setup, access permissions, and UAT support.Technical Support Representative
Concentrix (Pomeroy) · 2021 — 2022Diagnosed product issues for business clients and provided resellers with pre-sales and post-sales technical guidance. Managed escalations with Level 3 Support Engineers, conveying customer symptoms into actionable troubleshooting steps. Leveraged requirements discovery skills for customer onboarding and completed tasks in SaaS administration. Oversaw user access and permissions while aiding in CRM integrations, REST API integration, and webhooks during the setup process. Documented troubleshooting procedures and conducted quality assurance and UAT checks to enhance workflow setup for recurring support cases.Provisioning Specialist
Concentrix (Pomeroy) · 2020 — 2021Oversaw the management of internet service orders from initial serviceability checks through to installation and activation. Processed disconnection requests while ensuring accurate communication with customers and maintaining order details. Provided support for implementation and configuration tasks by documenting order specifics and coordinating service updates.AT&T BVoIP Technical Support Representative Tier 2
SYKES Asia Inc. · 2019 — 2020Diagnosed VoIP, call-quality, and network-configuration issues through live testing with customers and vendor coordination. Remotely configured customer routers to restore connectivity and resolve service interruptions. Documented troubleshooting steps and findings for effective follow-up support and vendor escalation.AT&T DSL Provisioning Test and Turn-Up Representative
SYKES Asia Inc. · 2019 — 2019Configured static IP settings and verified connectivity to ensure service readiness after installations. Coordinated with premises technicians to support the internet service installation process, including testing and final checks. Maintained clear documentation of troubleshooting steps and service outcomes to assist with follow-up tasks and expedite issue resolution.Information Technology Intern
Twincom Asia Pacific Inc. · 2018 — 2019Replaced faulty network cables to restore connectivity in affected workstations. Provided technical support for accounting staff, resolving software issues and daily workstation problems. Documented installation procedures and recurring fixes to facilitate future troubleshooting and improve issue resolution times.
Skills & Expertise
Education
- Bachelor of Science: Information TechnologyICCT Colleges Inc. · — — 2018
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