Ma S.
Mid-Level Linux Technical Support Specialist
Open to offersNew to PlatformAbout
Ma Sharmaine D. is a seasoned Technical Support & Customer Experience Specialist with over 9 years of experience in providing top-notch support for Linux systems, cloud platforms, and customer service to global clients. She excels in diagnosing complex technical issues, authoring disaster recovery documentation, and delivering empathetic support, significantly enhancing customer satisfaction. Sharmaine has demonstrated her expertise in industries such as hospitality, retail, and media, with notable roles including her work at BrightDrop Virtual Assistants for the System76 account, where she delivered Tier 1–2 technical support and improved resolution speed by 30% through comprehensive documentation. At IBM Solutions Delivery, she supported property management systems for Marriott International, earning awards for her outstanding customer advocacy. Her skills in Linux & Windows troubleshooting, cloud & virtualization (Oracle Cloud, VMware), and advanced networking & security are complemented by her proficiency in tools such as Odoo, BigCommerce, ServiceNow, and more. Sharmaine’s capacity to integrate technical solutions with exceptional communication has been recognized across diverse projects, consistently driving process improvements and elevating client satisfaction.
Experience
Linux Technical Support / Customer Support Representative
BrightDrop Virtual Assistants · 2025 — 2026Provided Tier 1–2 technical support for System76 devices running open-source operating systems. Diagnosed various hardware and software issues through systematic testing methods. Developed disaster recovery guides and troubleshooting documentation catered to different user groups, thereby improving resolution speed. Coordinated with hardware teams regarding warranty, repair, and part sourcing to enhance customer experiences.L1.5 Technical Support Professional
IBM Solutions Delivery · 2022 — 2025Supported Property Management Systems in US and Canada hotels, focusing on backup management, recovery workflows, and firewall configurations. Monitored systems using ServiceNow, MS Teams, and Outlook to mitigate potential disruptions. Collaborated with various teams to suggest process improvements that led to increased client satisfaction.Software & Application Cloud Technical Support
Accenture Philippines · 2021 — 2022Managed user administration for Active Directory and Office 365. Provided support for encryption methods such as PGP and BitLocker, in addition to Apple mobility solutions. Ensured proper logging and categorization of incidents, facilitating accurate routing and swift resolutions.Customer Care Support
Alta Resources · 2020 — 2021Delivered support across multiple channels including phone, email, chat, and social media. Developed strong rapport with customers by offering tailored solutions, enhancing overall satisfaction. Recorded interactions in CRM systems to maintain transparency and improve operational efficiency.Technical Support Representative
SPi Global · 2015 — 2017Addressed technical issues through remote support and escalated more complex cases when necessary. Created documentation and tracking reports to monitor resolution rates and gauge customer satisfaction.Billing Specialist
Sitel Philippines · 2013 — 2015Handled the processing of invoices and payments with precision. Investigated billing discrepancies and worked with internal teams to ensure prompt resolution of issues.