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I'm Jimy Isaac Mason—a reliable, witty, and hardworking tech professional who thrives on helping people and solving problems. Colleagues know me as approachable and dependable, always ready to lend a hand as part of a strong team. Over years of support and troubleshooting, I’ve sharpened my patience and analytical skills and developed a knack for turning complex issues into clear solutions. I’m passionate about learning, driving efficiencies, and improving how I work. I enjoy collaborating with product teams, refining user experiences, and building scalable processes. When I’m not nerding out over tech, I love science fiction, trail walks when the sun is shining, and trying new dining spots.…I'm Jimy Isaac Mason—a reliable, witty, and hardworking tech professional who thrives on helping people and solving problems. Colleagues know me as approachable and dependable, always ready to lend a hand as part of a strong team. Over years of support and troubleshooting, I’ve sharpened my patience and analytical skills and developed a knack for turning complex issues into clear solutions. I’m passionate about learning, driving efficiencies, and improving how I work. I enjoy collaborating with product teams, refining user experiences, and building scalable processes. When I’m not nerding out over tech, I love science fiction, trail walks when the sun is shining, and trying new dining spots.

Jimy Isaac Mason

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I'm Jimy Isaac Mason—a reliable, witty, and hardworking tech professional who thrives on helping people and solving problems. Colleagues know me as approachable and dependable, always ready to lend a hand as part of a strong team. Over years of support and troubleshooting, I’ve sharpened my patience and analytical skills and developed a knack for turning complex issues into clear solutions. I’m passionate about learning, driving efficiencies, and improving how I work. I enjoy collaborating with product teams, refining user experiences, and building scalable processes. When I’m not nerding out over tech, I love science fiction, trail walks when the sun is shining, and trying new dining spots.…I'm Jimy Isaac Mason—a reliable, witty, and hardworking tech professional who thrives on helping people and solving problems. Colleagues know me as approachable and dependable, always ready to lend a hand as part of a strong team. Over years of support and troubleshooting, I’ve sharpened my patience and analytical skills and developed a knack for turning complex issues into clear solutions. I’m passionate about learning, driving efficiencies, and improving how I work. I enjoy collaborating with product teams, refining user experiences, and building scalable processes. When I’m not nerding out over tech, I love science fiction, trail walks when the sun is shining, and trying new dining spots.

Available to hire

I’m Jimy Isaac Mason—a reliable, witty, and hardworking tech professional who thrives on helping people and solving problems. Colleagues know me as approachable and dependable, always ready to lend a hand as part of a strong team. Over years of support and troubleshooting, I’ve sharpened my patience and analytical skills and developed a knack for turning complex issues into clear solutions.

I’m passionate about learning, driving efficiencies, and improving how I work. I enjoy collaborating with product teams, refining user experiences, and building scalable processes. When I’m not nerding out over tech, I love science fiction, trail walks when the sun is shining, and trying new dining spots.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Beginner

Beginner

Language

English

Fluent

Portuguese

Intermediate

Work Experience

Product Support Manager at Onside Limited

April 1, 2025 - Present

Manage internal and customer feedback; implement operational improvements to internal processes, automation, and resources; Tier 2 support for internal, billing, and customer teams; support point of contact for enterprise-level accounts; maintain key account relationships; work with key customers and the Product team to refine designs to meet customer requirements; Product UX/UI testing; provide copy review for the product marketing team; ownership of all support resources such as guides, webinars, videos, and in-person training; small to medium customer onboarding including account setup, support, and training.

Support & Quality Assurance Lead at Onside Limited

April 1, 2024 - April 1, 2025

Manage internal and customer feedback; implement improvements to support processes and automation using ITIL guiding principles; Tier 2 support for internal, billing, and customer teams; support point of contact for enterprise-level accounts; maintain key account relationships; Product UX/UI testing; assist in fault ticket management and prioritization; provide copy review for product marketing; ownership of all support resources such as guides, webinars, videos, and in-person training; ownership of all onboarding for small to medium customers; responsible for communicating new product changes, upcoming feature releases, and fault progress between teams.

Customer Success Specialist at Onside Limited

May 1, 2019 - April 1, 2024

Implemented, maintained, and iteratively improved a new CRM (HubSpot) across sales, support, and billing processes, documentation, and automation; managed all billing requirements including invoicing, accounts receivable, troubleshooting, integrations, and deployment of the billing CRM (Chargebee) and later upgrades; managed support resources (guides, webinars, videos, and in-person training); handled all support inquiries across platforms; managed fault logging for all customers; assisted in prioritization of fault tickets; performed all customer onboarding including account setup, support, and training.

Enterprise Customer Service Representative (Vodafone New Zealand) at Vodafone New Zealand

May 1, 2017 - April 1, 2019

Delivered high-quality customer service over phone, email, and SMS; provided general and technical support for cloud PBX, devices, mobile, and broadband plans; managed personal workload, email, callbacks, and time management; supported new and existing customers; assisted other CSRs and Account Managers; adapted to using up to 22 tools and 5 CRMs; assisted in higher-priority queues during outages.

English Teacher at Yazigi Internacional Campinas Grande

January 1, 2014 - December 1, 2016

Taught intermediate to high-level English; created, marked, and graded homework; created and presented personalized lessons; created and graded quarterly tests; planned semesters including testing intervals; managed student grades in Yazigi’s database; helped develop students’ ethical responsibilities.

IT Technician, Administration, and Data Entry at FIEP (Federação Industrial do Estado da Paraíba)

August 1, 2011 - February 1, 2017

Catalogued multiple libraries; provided general IT device support and administration; improved internal documentation and processes; performed data entry; managed student databases and profiles; light graphic design tasks for internal and student communications; registered and enrolled students on various digital platforms.

Enterprise Customer Service Representative at Vodafone New Zealand

May 1, 2017 - April 1, 2019

Delivered high-quality customer service via phone, email, and SMS; provided general and technical support for services including cloud PBX, devices, mobile, and broadband; managed workload and time; supported other CSRs and Account Managers; adapted to up to 22 tools and 5 CRMs; assisted in high-priority queues during outages.

English Teacher at Yazigi International Campina Grande

January 1, 2014 - December 1, 2016

Taught intermediate to high-level English; created, marked, and graded homework; delivered personalized lessons; created and graded quarterly tests; semester planning; managed student grades in Yazigi’s database; fostered student ethical responsibilities.