Summary
Overview
Work History
Education
Skills
References
Training
Timeline
Generic

Dyan Jessibelle Gudes

TECHNICAL SUPPORT / PRODUCT SUPPORT SPECIALIST
Inabanga

Summary

Dyan is a seasoned professional with a solid foundation in Technical Support, Data Management, and Digital Marketing, complemented by hands-on experience in team coordination and process improvement. Holding a Bachelor's Degree in Information Management and bringing over 10 years of expertise in the Digital Marketing, SaaS, and Web Hosting industries. Her background includes not only resolving technical issues efficiently through helpdesk and support services but also leading initiatives to enhance team workflows and client satisfaction. A fitness enthusiast with an understanding of health and performance metrics, Dyan brings the same discipline and strategic mindset from the fitness world into her professional life-focused, goal-driven, and always optimizing for growth and performance.

Overview

17
17
years of professional experience

Work History

Product Support Specialist

DecoNetwork
07.2023 - 06.2025
  • Respond to customer queries via telephone, CRM ticket, internet chat, and forums
  • Understand and achieve goals that will be your responsibility as a Support Specialist
  • Identify the customer's situation and provide appropriate assistance
  • Identify any platform issues and report bugs to the Programming Team

Technical Support Engineer

Yotpo Ltd.
10.2021 - 06.2023
  • Resolve complex and advanced product issues within customers' various environments. As well as provide advanced troubleshooting and diagnostics for Yotpo customers and offer tailor-made solutions for unique issues.
  • Manage bug workflows and work in close contact with R&D teams
  • Manage and track VIP customer issues and respond to VIP customer inquiries via chat, email, and phone.
  • Document all technical inquiries, develop and review content for the knowledge base.
  • Strong analytical and troubleshooting skills and a fundamental working knowledge of client and server-side scripting, web technologies, APIs, and networking protocols.

Technical Support / Data Specialist

Rocket Digital Agency Pty Ltd.
05.2016 - 06.2020
  • Content management system administration and website contents for clients. Implementing website fixes and updates involving with minor HTML, CSS, and Javascript scripts configuration. Providing basic to complicated technical support inquiries from clients via Chat, Email tickets, and Phone support for Rocket Agency.
  • Coordinate with Digital Marketing Account Managers and SEO specialists to implement SEO strategies, strategic roadmaps and marketing plans.
  • Set up Google Analytics and Google Tag Manager for onboarding clients and ensuring all conversion events and goals are tracking accordingly that is relevant to the client's campaign to measure more effective marketing strategies. Also perform ad hoc tasks that involves data analysis and summary of data reports.

Advanced Technical and Billing Support

1and1 Internet Inc.
12.2009 - 01.2016
  • Provides 1st and 2nd level technical support both US and UK customers with their web hosting accounts via phone and email. Assist customer in email configuration set up, database connectivity, website management, domain name server function, installing major CMS such as; WordPress, Joomla, Drupal and other application using SSH and FTP clients tools. As well as troubleshooting network protocol connection issues for FTP, SFTP, SSH, and Mail Protocols SMTP, POP, IMAP.
  • Responding to customer with their billing inquiries, concerns and retentions. And ensuring all Service Level Agreement and Customer satisfaction are met by addressing all their issues in their hosting accounts on a first contact resolution assessments.
  • Also demonstrating proactive effort towards improving internal procedures and effective team member to achieve the team goals and objectives.

Junior Consultant

APT Consultancy and Solutions Labs Inc.
08.2009 - 11.2009
  • Analyzing system requirements within the companies and as well as providing advices on the use of IT. Presenting oral and written reports to the client with the overall progress. Being also involved in support sales and maintaining in contact with client organizations.

Quality Assurance Officer

Altair Solutions & Concepts Integrated Inc. (ASCII)
04.2008 - 07.2009
  • Implement and Provide input for Test Plans. Also Design, Check/Review the Test Cases and create test scenarios. Perform functional and regression testing duties. Producing test evaluation reports and participate in software walkthrough. Helping the Business Analyst to keep track of the new requirements and report bugs, track defects and resolve issue with the Developers.

Education

Bachelor of Science - Information Management

Holy Name University
Tagbilaran City, Bohol, Philippines
10-2007

Skills

Customer Service

Technical Support

Microsoft Office

Email Set Up PC/Mobile

Domain Name Server (DNS)

Web hosting

CMS Installation/Config

cPanel / SSH Commands

SSL Enroll and Installation

Web Designing/Scripting

SEO and Google Analytics

Business and Data Analysis

Social Media Strategy

Project Management

Manual Testing

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References

Character references available upon request

Training

  • Agile Analysis Proficiency Training (APT) Cebu City, Philippines | January 2009
  • Agile Project Management Training Cebu City, Philippines | May 2009
  • Future Leader Academy Training Cebu City, Philippines | March 2015
  • Licensed Financial Advisor AXA Philippines | October 2019

Timeline

Product Support Specialist

DecoNetwork
07.2023 - 06.2025

Technical Support Engineer

Yotpo Ltd.
10.2021 - 06.2023

Technical Support / Data Specialist

Rocket Digital Agency Pty Ltd.
05.2016 - 06.2020

Advanced Technical and Billing Support

1and1 Internet Inc.
12.2009 - 01.2016

Junior Consultant

APT Consultancy and Solutions Labs Inc.
08.2009 - 11.2009

Quality Assurance Officer

Altair Solutions & Concepts Integrated Inc. (ASCII)
04.2008 - 07.2009

Bachelor of Science - Information Management

Holy Name University

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Dyan Jessibelle GudesTECHNICAL SUPPORT / PRODUCT SUPPORT SPECIALIST