KEYCEE B.
Senior IT Technical Support Specialist
Open to offersNew to PlatformAbout
Keycee R. is a detail-oriented IT professional with over a decade of experience in technical and application support within banking, IT, and online gaming sectors. Currently, as a Technical Support Specialist at Techworld360 Inc, Keycee provides Level 1 and 2 support, manages Azure on-boarding, and administers Microsoft 365. At China Bank, she improved resolution efficiency by collaborating across teams, managing incidences using tools like Jira and ServiceNow, and ensuring 99.9% system availability. Her role at Vela Ventures Inc. as a L2 IT Application Support Engineer involved manual testing and QA validation using platforms such as Graylog, reducing downtime by 20%. With her experience from Human Incubator, Inc., Keycee has excelled in QA testing, product demonstrations, and compliance with ISO standards. Her broad IT skills are further supported by a Bachelor of Science in Information Technology and multiple certifications including ISO auditing and a professional teaching license.
Experience
Technical Support Specialist
Techworld360 inc · 2025 — PresentProvided Level 1 and Level 2 technical support to end users for hardware, software, network, and access-related issues. Administered Microsoft 365, including user account management and security updates. Handled employee onboarding and offboarding via Azure, ensuring appropriate access provisioning. Managed device setup and troubleshooting for company-issued laptops and desktops. Utilized Jira for incident management, escalating complex issues with thorough documentation.Technical Support Engineer
China Bank (via Lancesoft Philippines) · 2025 — 2025Provided second-line support for banking and internal systems, addressing over 50 weekly incidents to maintain high system availability. Worked collaboratively with various teams to resolve critical issues while adhering to SLA targets. Documented permanent solutions through root-cause analysis to decrease recurring problems. Leveraged Jira, ServiceNow, and Slack for efficient ticket management.L2 IT Application Support Engineer
Vela Ventures, Inc. · 2024 — 2025Executed manual testing and QA validation for online gaming platforms across staging and production. Developed and executed test cases to verify compliance with business rules. Employed Graylog for log analysis, addressing backend and API issues. Supported release deployments by confirming configurations and managed incident escalations using Jira and Confluence.Business Analyst / Technical Support
Human Incubator, Inc. · 2022 — 2024Delivered on-site product support for POS software and hardware, including user training and manual QA testing for new versions. Created documentation such as BA Documents and User Manuals. Sometimes executed data tracing using MS Access. Demonstrated product capabilities to clients and set up POS configurations to meet BIR standards while providing after-sale support.Technical Support Specialist
Human Incubator, Inc. · 2022 — 2023Provided on-site technical support for POS software and hardware. Conducted user training and manual QA testing for software releases. Created various documentation and occasionally performed data tracing using MS Access while demonstrating products to clients and ensuring compliance with relevant standards.IT Support / Safety Officer
E.M. Cuerpo, Inc. · 2017 — 2022Delivered network, system, and hardware support for over 300 employees across multiple locations, maintaining system uptime. Implemented IT policies and conducted preventive maintenance to enhance reliability. Led safety audits aligned with ISO 45001 standards, managing IT asset inventory to meet compliance.Account Executive
American Technologies, Inc. · 2015 — 2016Oversaw B2B sales for industrial and CNC machines, developing long-term relationships with clients. Delivered product demonstrations and tailored proposals, contributing to increased deal closures and expanded client base.IT Support & Accounts Receivable Staff
Consolidated Matrix, Inc. · 2012 — 2014Provided technical support for SAP Business One and Magic Payroll systems, reducing system downtime. Managed billing and accounts receivable, enhancing transaction accuracy and streamlining reporting through regular maintenance.IT Support Intern
RPN 9 · 2011 — 2012Assisted the IT team with hardware setup and troubleshooting across departments. Supported network configuration and system updates for production teams to improve connectivity and reliability.
Skills & Expertise
Education
- Master of Arts in Education – Educational ManagementUniversity of Rizal System – Rodriguez (URS-R) · 2014 — 2015
- Bachelor of Science in Information TechnologyCollegio de Montalban former Pamantasan ng Montalban · 2008 — 2012
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