Dana Lee Mercado
About Dana Lee Mercado
Dana Lee Mercado is a Customer Support Engineer at Infobip, with a background in process engineering and a degree in Computer Engineering from De La Salle University - Dasmariñas.
Company
Dana Lee Mercado is currently employed at Infobip, a global leader in omnichannel communication. In her role, she works as a Customer Support Engineer, providing critical support and taking on responsibilities key to the operational success of the company.
Previous Work Experience
Dana Lee Mercado's career includes valuable time spent at onsemi, where she served as a Process Engineer II (Supervisor) from 2018 to 2021. Before this, she worked as a Product Engineer - Intern in 2017. During these positions, she developed essential skills and gained experience in the field of engineering while working in the Philippines.
Education and Expertise
Dana Lee Mercado holds a Bachelor of Science in Computer Engineering from De La Salle University - Dasmariñas. She completed her degree from 2013 to 2018. Her educational background provided her with a solid foundation in computer engineering concepts and principles.
Technical Skills and Tools
Dana Lee Mercado is proficient in using a variety of technical tools crucial for her roles. She uses Zendesk and JIRA for tackling escalations and is knowledgeable in SMS coverage and connectivity specifics per country. Additionally, she brings expertise in troubleshooting through software like Kibana, Grafana, and analyzing communication logs.
Customer Support Responsibilities
In her role as a Customer Support Engineer at Infobip, Dana Lee Mercado is responsible for handling customer inquiries and issues through email, live chat, and calls. Whether dealing with critical or non-critical situations, Dana provides solutions and resolves problems effectively. She also leads handover projects from Implementation Consultants to the Customer Support team, ensuring smooth transitions and continuity in support services.