Remote IT Support Engineer (Tier 2)
Resume:
FRANCIS JESSON C. BETCHAIDA
Cabuyao, Laguna, Philippines ***************@*****.*** +63-985-***-**** LinkedIn: Available upon request PROFESSIONAL SUMMARY
Tier 2 IT Support & Systems Specialist with a Bachelor of Science in Information Technology and 9+ years of experience specializing in technical troubleshooting, SaaS environment management, and data security operations. Proven track record of independently resolving complex workstation and cloud application incidents while maintaining strict technical SLA compliance. Highly skilled at diagnosing system anomalies, managing endpoint ticket lifecycles, and translating technical resolutions into clear, structured documentation. Combines an advanced technical foundation with a rigorous, security-first mindset cultivated through extensive experience in fraud analysis and internal system auditing.
CORE COMPETENCIES
Tier 2 Technical Support: Advanced Incident Diagnosis, Remote Workstation Troubleshooting (Mac/ Windows), OS Synchronization, Remote Assistance (Zoom/Slack) SaaS & Access Admin: Google Workspace Management, Multi-Factor Authentication (MFA), Account Provisioning, Identity & Access Management (IAM)
System Security & Compliance: Zero-Trust Literacy, Fraud Detection, Risk Mitigation, Vulnerability Auditing, Data Privacy Protocols
Technical Documentation: SOP Creation, Knowledge Base Authoring, Ticket Lifecycle Management
(Salesforce/CRM)
Operational Leadership: Technical Workflow Auditing, SLA Tracking, Team Coaching on Quality Metrics, Cross-Functional Technical Collaboration
PROFESSIONAL EXPERIENCE
Asurion - Tier 2 Technical Support Specialist May 2021 - May 2023 Served as the primary escalation point for Tier 2 technical incidents, troubleshooting hardware faults, OS synchronization anomalies, and network connectivity errors for remote workforces. Diagnosed and resolved software and configuration conflicts independently via remote video (Zoom) and terminal environments.
Managed the end-to-end technical ticket lifecycle, closing incidents with clear, comprehensive engineering documentation for future peer replication and knowledge base inclusion. Maintained strict adherence to QA evaluation frameworks, consistently exceeding technical accuracy, resolution speed, and process compliance metrics.
Analyzed log data to identify recurring system bugs and infrastructure patterns, collaborating with Tier 3 teams to execute root-cause resolutions.
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PayPal - Internal Review / SaaS Fraud Analyst July 2023 - June 2025 Utilized advanced enterprise SaaS monitoring tools to perform technical transaction audits and identify security risk indicators.
Enforced internal information security controls, ensuring absolute alignment with global data privacy frameworks and identity access management policies.
Evaluated technical operational workflows to expose systems vulnerabilities, providing data-driven reports to patch internal processing risks.
Synthesized complex system logs and risk data into actionable remediation workflows for cross-functional technical teams.
Talega Capital - Technical Loan Processor/Underwriter June 2025 - December 2025 Managed data validation and software synchronization pipelines within proprietary digital lending platforms. Audited complex digital documentation and digital signatures, identifying system discrepancies and potential data integrity failures.
Exercised autonomous technical judgment to resolve application bottlenecks under tight, time-sensitive production schedules.
Capital One - Technical Fraud Analyst / Team Lead July 2019 - Dec 2019 Executed technical risk reviews and identity access validation to mitigate account security breaches. Audited team operational workflows against rigorous compliance and system security standards. Coached support staff on technical quality standards, system navigation efficiency, and adherence to secure data handling procedures.
BNB Model - CRM Database Specialist Dec 2019 - Mar 2021 Administered CRM (Salesforce) database infrastructure, ensuring strict data integrity and lead qualification data mapping.
iQor - Technical Team Leader May 2018 - June 2019
Monitored and managed technical performance metrics, SLA compliance, and system quality benchmarks across a team of specialists.
Conducted structured technical reviews and training sessions to optimize root-cause analysis and reduce first-touch resolution times.
TeleTech - Assistant Team Leader June 2016 - May 2018 Supervised technical QA monitoring, assessing team compliance with internal system protocols and troubleshooting playbooks.
Drafted internal Standard Operating Procedures (SOPs) and knowledge base articles to streamline technical resolution workflows.
EDUCATION
Bachelor of Science in Information Technology
Pamantasan ng Cabuyao
2010 - 2012
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