Technical Support Specialist

Daniel Tolentino

*******************@*****.*** 551-***-**** Bergenfield, New Jersey 07621

LinkedIn: www.linkedin.com/in/daniel-tolentino

PROFESSIONAL SUMMARY

Technical Support Specialist with 3+ years of experience in SaaS environments, supporting both technical and non-technical users through live chat, ticketing systems, and phone. Known for rapid troubleshooting, user education, and clear communication in high-volume settings. Adept at resolving issues at the UI level, validating user reports, documenting solutions, and escalating bugs to Tier 2 teams. Passionate about making learning platforms more accessible through top-tier support.

PROFESSIONAL EXPERIENCE

TokyoPaddles (E-commerce Business) Remote

Founder & User Support Lead October 2023 – Present

Launched and scaled an e-commerce store specializing in pickleball paddles, overseeing product selection, branding, and customer engagement.

•Provided daily customer and tech support to international users of a growing e-commerce platform.

•Handled and resolved 100+ support tickets through email and web chat, ranging from payment issues to account troubleshooting.

•Used Google Analytics and Shopify's backend to validate bug reports and replicate issues across browsers and devices.

•Documented support workflows and FAQ responses to reduce repetitive tickets and improve customer self-service.

JP Morgan Chase & Co. Jersey City, NY

Software Engineer July 2021 – April 2023

Built general cashflow intelligence applications for fortune 500 companies and high net-worth individuals

•Supported internal user requests and debugged UI issues on React-based financial dashboards.

•Handled bug escalations, wrote detailed documentation of issues, and participated in bug triage alongside QA developers.

•Managed cross-functional communication between product owners, QA testers, and end-users.

•Created 100+ unit tests, increasing testing coverage to above 80%

•Participated in Agile sprints and collaborated cross-functionally with DevOps, Product, and QA teams.

•Engaged and learned proper JIRA techniques and descriptions in addition to Agile Development Work Cycle

User Support & Systems

Ticketing Systems: (Zendesk, JIRA)

Remote Desktop & Screen Share Tools

Live Chat Support

Canvas LMS (learning)

Web UI Troubleshooting (Chrome DevTools, Console)

Technical Stack:

HTML, CSS, JavaScript

React

SQL for data validation and debugging

Soft Skills:

Friendly and efficient communicator

Strong documentation and note-taking

Comfortable explaining technical issues to non-technical users

Self-directed and adaptable in fast-paced environments

EDUCATION

Bachelor of Arts (BA), Computer Science

Rutgers University

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