Papa

IT support engineer

Fendi • Freelance

Jun 2024 - Present • 1 yr 11 mos

• Served as the first point of contact for staff, providing clear, step-by-step explanations in English and Japanese, adapting language and pace to different levels of understanding. • Explained unfamiliar concepts pa$ently and simply, ensuring understanding rather than rushing solu$ons—skills directly transferable to suppor$ng English learners. • Responding to ques$ons and difficul$es with calm, respecWul communica$on, helping learners feel comfortable asking ques$ons and seeking clarifica$on. • Managed mul$ple requests efficiently while maintaining accuracy, demonstra$ng reliability, $me management, and responsibility in a structured environment. • Maintained clear records and followed established procedures consistently, reflec$ng a disciplined, detail-oriented approach to suppor$ng learning and daily opera$ons.

IT support engineer

Rakuten • Freelance

Apr 2022 - Apr 2024 • 2 yrs

Provided L1/L2 technical support for cloud and infrastructure environments, troubleshooting Linux systems, network services, and application issues to quickly restore services and minimize downtime. Monitored alerts, identified issues, and supported incident resolution with clear communication and structured troubleshooting steps. Assisted in diagnosing problems across systems, networks, and applications, reducing escalations through effective first-line support. Used basic scripting (Python/Bash) to support diagnostics and improve efficiency. Maintained system performance by monitoring tools and dashboards, ensuring timely detection and response. Documented issues, solutions, and procedures to improve support consistency and knowledge sharing. Collaborated with teams to resolve incidents and deliver reliable service in fast-paced environments.