Rhoan Mendoza
L1 & L2 Application Team Lead
Mexico, Pampanga
Summary
Lead and manage a team of Application Support Specialists providing support to clients using the product. Experienced in using Zendesk, JIRA, Azure DevOps, ServiceNow and Visual Studio.
Team Lead supporting software dedicated to clients for B4B projects. Collaborate and team up with Software Developers and QA Engineers to establish reliable KB articles as a foundation for the support channel. Managing SLA, lifecycle of tickets and dispatching. Communicating directly with Clients as part of support service.
Acted as a Junior Project Manager managing the project of the organization from planning, executing, testing and implementing the project’s platform. Responsible for ticket sprinting and delegating tickets to the development team. Commit to meeting deadlines.
Conducting interviews for applicants. Experienced doing Quality Assurance testing of software from the development and bug fixes. Running test cases that need to get passed for acceptance testing.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
L1 & L2 Application Team Lead
Shore360
Clark, Pampanga
10.2020 - Current
- Ensure Janison’s customers receive outstanding support and product queries are responded and resolved within SLA timeframes
- Create or update support processes, knowledge articles, training and coaching Application Support Specialists and Subject Matter Expert (SME).
- Oversee the day-to-day functions of the Support team and ensure that staff attend to new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time).
- Work closely with SME and L3 teams to provide assistance on incidents or tasks that are outside the scope of Level 2.
- Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time).
- Ensure that the client is provided with any known workarounds immediately or within SLA timeframes
- Defuse situations where there is a risk of client dissatisfaction.
- Administration control of Zendesk Ticketing System, with cross knowledge requirements for Jira Ticketing System.
- Manage local and remote support staff
- Act as Product escalation point.
- Hire and train Application Support Specialists as required to meet demands.
- Lead and report staff performance/goal reviews.
- Full understanding of the functional knowledge of Janison products and services
- Lead or participate in event support activities such as client go live, assessment events, client BAU handover, etc.
- Lead the support of Assessment events across several time zones with different clients.
- Facilitate the live support via Teams conference meeting with clients and respond to their questions/inquiries and issues that the students/candidates are facing during the exams
- Resolving issues real time and making sure that the live assessment/exam can be delivered smoothly until closing.
- Produce and send report to superiors up to Global Head of Support.
- Participate in development sprints demos to maintain current knowledge of functional, operational and technical aspects of the Janison products.
- Joining Client meeting for catch up and to identify outstanding items.
- Attend to client’s ticket via phone, chat and emails through Zendesk
- Triage issues and resolve tickets within SLA
- Escalate issues to Developers or Operations Team through JIRA.
- Identify and work with the development team on customer feature requests.
- Facilitate daily Support Team Huddle
- Plan and create task on creating Knowledge Base Articles for L2 Team
- Identify blockers, risks and issues that can trigger attrition
Customer Support Lead | Technical Support Engineer
Compass Business Solutions Inc.
Clark, Pampanga
08.2018 - 03.2020
- Managing a team of Developers, QA, BA and Tech Support. 12 headcounts in total.
- Attending to Client’s ticket via phone, chat, email converting it to ticket using Zendesk.
- Triage issues and resolve it within SLA.
- Create Knowledge Base Articles
- Using Visual Studio to create ticket for Developers to work on.
- Allocating tasks to each developer to manage time and for better project delivery.
- Acting as the Project Manager who is responsible from planning, executing, testing, and implementing project. Providing maintenance service through Technical Support personnel.
- Conduct training and demo to client virtually of new features and functionality.
- Perform pre- and post-deployment testing. Extend shift for deployments.
- Prioritize hotfixes deployments.
- Acting as extension for Software QA. Create and run test cases.
- Collaborate on improving the design and functionality of the application.
- Conducting Daily huddle with developers, QA and BA.
- Attending Weekly Client meeting with the CEO and Global Delivery Lead.
- Acting as the Office Manager responsible for office paper works like office permits and licenses.
- Conducting interview for applicants.
Advanced Technical Support Tier 2.5
Convergys/Concentrix
Clark, Pampanga
01.2018 - 08.2018
- Support AT&T customers with all types of concerns and issues
- Specifically troubleshoots Apple devices plus Android and other AT&T devices like Microcell with data connection, Wi-Fi etc.
- Resolve billing concerns such as international and domestic charges
Critical Incident Manager (Promoted)
Infosys Ltd
Alabang, Muntinlupa
01.2017 - 07.2017
- Manage critical priority incidents
- Initiate awareness of possible High Priority Tickets with respective Resolver Teams
- Set the priority of tickets
- Communicate ongoing issue and resolution to the client and higher management.
- Work and push resolver teams for the resolution of the incident
- Ensure that tickets are closed within SLA
- Escalate Teams with lack of support to higher management.
- Facilitate Bridge call with all concerned parties
- Take Weekend “On Call” duty 24/7 shift rotation for CIM activities covering 3 Regions.
Corporate Helpdesk Tier 2 | Account Administrator
Infosys Ltd.
Alabang, Muntinlupa
08.2015 - 01.2017
- Troubleshoot and response to customers log in access, machine and application issues for corporate employees.
- Process and manage Onboarding and Offboarding employees of the Client.
IT Helpdesk
Infosys Ltd.
Alabang, Muntinlupa
09.2014 - 08.2015
- Troubleshoot and response to customers log in access, machine and application issues for Store employees.
- Troubleshoot devices like pin-pad, registers and RF gun
Technical Service Specialist (Process Developer)
Genpact LLC.
Alabang Muntinlupa
03.2014 - 08.2014
- Troubleshoot and response to customers log in access, machine and application issues for Corporate employees.
- Troubleshoot devices like laptops, printers and Wi-Fi access.
Technical Service Specialist (Process Associate)
Genpact LLC.
Alabang, Muntinlupa
08.2012 - 03.2014
- Troubleshoot customers log in access like password reset and Pointsec or Checkpoint.
Phone Banker (Process Associate)
Genpact LLC.
Alabang, Muntinlupa
08.2011 - 08.2012
- Provide bank inquiry information to customers.
- Cross-sell financial products like savings and checking accounts.
Education
Bachelor of Science - Information Technology
Pamantasan Ng Lunsod Ng San Pablo
San Pablo, Laguna, Philippines 03.2011 - 03.2011
Skills
Leadership
Accomplishments
- Dean’s Lister, Second Semester A.Y. 2008-2009
- Dean’s Lister, Second Semester A.Y. 2010-2011
Certification
ITIL & ITSM Certified
Video Editing
Editing my own videos on my free time using Adobe Premier Pro 2022 and uploading them on Youtube and other online platforms.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
L1 & L2 Application Team Lead
Shore360
10.2020 - Current
Customer Support Lead | Technical Support Engineer
Compass Business Solutions Inc.
08.2018 - 03.2020
Advanced Technical Support Tier 2.5
Convergys/Concentrix
01.2018 - 08.2018
ITIL & ITSM Certified
03-2017
Critical Incident Manager (Promoted)
Infosys Ltd
01.2017 - 07.2017
Corporate Helpdesk Tier 2 | Account Administrator
Infosys Ltd.
08.2015 - 01.2017
IT Helpdesk
Infosys Ltd.
09.2014 - 08.2015
Technical Service Specialist (Process Developer)
Genpact LLC.
03.2014 - 08.2014
Technical Service Specialist (Process Associate)
Genpact LLC.
08.2012 - 03.2014
Phone Banker (Process Associate)
Genpact LLC.
08.2011 - 08.2012
Bachelor of Science - Information Technology
Pamantasan Ng Lunsod Ng San Pablo
03.2011 - 03.2011
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