Salvino M.
Mid-Level Cloud Networking Technical Support Specialist
Open to offersNew to PlatformAbout
Salvino S. is an experienced escalation and technical support professional specializing in cloud networking and business-level networking devices across industries such as cloud solutions, information technology, and networking hardware. As a CSM / Cloud Solution Provider Escalation at Insight, Salvino reviews technical issues within Azure and Microsoft 365, coordinates internal teams, manages client meetings, and monitors support tickets for top clients to ensure subscription retention and SLA compliance. Previously, at TELUS International Philippines, he led the Google Cloud Platform support team, coached team members, created technical training plans, and provided assistance on forums including Stack Overflow and ServerFault. His work at Concentrix included troubleshooting networking products for NETGEAR, configuring VLAN, LAG, STP, and VPN, and supporting both commercial and retail clients. Salvino holds a Google Cloud Certified – Associate Cloud Engineer certification and is skilled in ServiceNow reporting and technical escalation management.
Experience
CSM / Cloud Solution Provider Escalation
Insight · 2024 — PresentReviewed technical issues related to Azure and Microsoft 365, identifying the appropriate internal teams for client assistance. Scheduled meetings with clients and support teams, ensuring all necessary technical details were prepared. Managed paid engagement calls to explain the scope of work (SOW) and potential charges. Monitored tickets from the top 20 clients for progress and retention, assisting in maintaining their subscriptions. Reviewed cases nearing SLA breaches to address missed resolution steps. Occasionally created reports and graphs as requested using ServiceNow.Google Cloud Platform Team Leader - Cloud Networking Support
TELUS International Philippines · 2024 — PresentConducted 1:1 coaching sessions with team members to identify opportunities for improvement and developed action plans. Engaged in KPI/Scorecard discussions. Collaborated with subject matter experts to identify team members facing challenges in technical areas. Designed training plans for team members needing support in technical knowledge while planning activities to keep them engaged during meetings.Google Cloud Platform - Cloud Networking Support
TELUS International Philippines · 2022 — 2024Provided technical assistance via chat and email for Google Cloud Networking products. Documented bugs for known issues and feature requests. Offered technical support on community platforms such as Stack Overflow and Serverfault for Google Cloud Networking products. Managed the Public Issue Tracker, determining if issues were operating as expected or if faults existed by reproducing customer setups.Level 2 Technical Support for Commercial Business Unit
NETGEAR · 2020 — 2022Assisted customers in identifying issues related to business-level networking devices, including routers, switches, access points, and network-attached storage. Provided presales support by answering inquiries about product specifications and network setups. Configured VLAN, LAG, STP, VPN, and other networking setups, with basic knowledge of RAID Level Configuration.Level 2 Technical Support for Retail Business Unit
NETGEAR · 2011 — 2012Handled escalations involving unresolved cases from Level 1 Support, identifying root causes and submitting reports to the Engineering team. Monitored team status and regularly checked survey feedback to provide actionable recommendations. Updated team members on product updates and known issues.Level 1 Technical Support for Retail Business Unit
NETGEAR · 2011 — 2011Provided assistance to customers in identifying issues related to retail-level networking devices such as routers, access points, switches, and network-attached storage. Gathered detailed information for escalation and provided presales support by answering inquiries regarding product specifications.Accounting Staff
Realsaver Incorporated · 2007 — 2007Facilitated the processing of government documents, including SSS, BIR, and Philhealth.
Skills & Expertise
Education
- Associate Graduate of Computer TechnologyBohol Northeastern Colleges · 2004 — 2006
Interested in this professional?
Sign in as an employer to save this profile or invite Salvino M. to a job.
Sign in as an employer