John Rene Soriano

Customer & Technical Support Specialist
Bridging the gap between complex technical systems and exceptional user experiences.

About Me

I am a Customer & Technical Support Specialist who loves solving puzzles and helping people get the most out of technology. Whether I’m digging through system logs to track down a bug, guiding a user through a tricky integration, or writing step-by-step guides for a help center, I bring patience, technical curiosity, and clear communication to every interaction. I believe great support is equal parts sharp troubleshooting and human empathy

Technical Support & Diagnostics

  • System & Application Log Analysis
  • Root-Cause Analysis
  • Software & Web Troubleshooting
  • Integration & Configuration Support
  • Browser DevTools Debugging

Customer Experience & Strategy

  • High-Empathy De-escalation
  • Technical Writing & KB Authoring
  • Customer Education & Onboarding
  • Ticket Management
  • User Advocacy & Product Feedback

Tools and System

  • Microsoft 365
  • cPanel/WHM
  • WordPress
  • CSS/HTML/JavaScript
  • Salesforce

Skills and Expertise

Work History

Customer & Technical Support Specialist

NameHero LLC (July 2023 – August 2026)

  • Provide end-to-end technical support and billing assistance for web hosting clients via phone and live chat channels.
  • Diagnose and resolve complex DNS records, domain mapping, cPanel navigation, and email routing issues.
  • Perform hands-on WordPress technical troubleshooting to resolve site outages, plugin conflicts, and configuration errors.
  • Deliver sales and technical consultation to guide clients toward optimal web hosting solutions.

Customer Service / Technical Support Representative

Sutherland Global (Jan 2020 – July 2023)

  • Supported enterprise and small-business clients on the GoDaddy account with domain management, DNS configurations, and billing disputes.
  • Provided technical support for Website Builder (Websites + Marketing) and Microsoft 365 setups.
  • Managed web hosting troubleshooting on cPanel and WordPress environments, optimizing server performance and uptime.

Call Center Agent (CSR / TSR)

SITEL Philippines (Dec 2012 – Jan 2020)

  • Handled high-volume billing concerns, payment disputes, and escalated customer complaints for the BELL Canada account.
  • Troubleshot phone, high-speed internet, and digital TV connectivity issues for residential customers.
  • Dispatched field technicians for internet service outages and synchronized system orders to ensure smooth processing flow.

Contact Me

+63.962 911 6275
johnsoriano422@gmail.com