Available for Work
DOC. VLC-2026-001 REV. 2026.04.19 CLASS. Public T · —:—:— UTC+08
Personal Operating Datasheet · Vol. I

Castro,
Von Lawrence D.

IT Support Specialist · SaaS Developer · Web Developer Zamboanga City, Philippines · Remote, Global
§ Abstract

Fifteen years translating technical ambiguity into calm, repeatable answers — across SaaS platforms, e-commerce, and the quiet engineering that keeps things from breaking at 2 AM.

§ 01

Subject Profile.

Who · What · Where

Results-driven IT professional with 15+ years of field experience across SaaS technical support, e-commerce consulting, and web development. Known for resolving ambiguous client issues, reducing support backlog through knowledge-base authoring, and translating technical concepts into clear, actionable guidance for both technical and non-technical audiences. Currently based in Zamboanga City, serving clients across four continents.

Fig. 00 — Subject
Subject photograph: Von Lawrence Castro, IT Support Specialist and SaaS Developer
SubjectCastro, V.L.D.
Ref IDVLC-2026-001
StatusAvailable for work
LocaleZamboanga · UTC+08
§ 02

Operating
Parameters.

Measured performance to date
Service life
15+
Years in the field
Throughput
500+
Business clients supported
Uptime
99%
Network availability, co-founder era
Coverage
GLOBAL
Remote-capable, all time zones
§ 03

Deployment
History.

Roles, organizations, outcomes — reverse chronological
Jan 2022Present

Marketing & Funnel Technical Support Specialist

Marketing & Automation Platform
  1. Resolved escalated client tickets through systematic diagnosis and timely follow-up, maintaining high CSAT across global support channels.
  2. Guided clients in configuring and launching marketing decision trees, reducing onboarding friction and accelerating time-to-value.
  3. Identified and documented recurring software bugs, coordinating with the development team to reduce repeat incidents and improve platform stability.
  4. Authored and continuously improved knowledge-base articles, cutting resolution time for common requests through client self-service.
  5. Delivered rapid-response email support, consistently meeting SLA targets for a high-volume international client base.
Apr 2017—

Forms & Automation Technical Support Specialist

Forms & Automation Platform
  1. Supported 500+ business clients in building, configuring, and launching web forms and automation workflows.
  2. Diagnosed cross-browser and CMS compatibility issues — WordPress, HubSpot, custom sites — reducing average ticket resolution time.
  3. Developed and maintained support documentation that improved first-contact resolution and significantly reduced escalation volume.
  4. Collaborated with the development team to log, track, and resolve software defects, contributing to improved product quality.
  5. Provided multi-channel support (email and chat), helping clients integrate form automation into their marketing workflows.
Mar 2013—

Vice President · IT Director · Co-Founder

ESC Interactive Communication Services Inc.
  1. Co-founded and led the IT division of a technology services company, overseeing network infrastructure, team operations, and technology strategy.
  2. Directed network administration (LAN/WAN), security protocols, and hardware/software evaluation — ensuring 99%+ uptime for business operations.
  3. Aligned IT roadmap with business objectives, improving operational efficiency and reducing unnecessary technology spend.
Jun 2011Mar 2015

E-Commerce Support & Migration Specialist

BigCommerce
  1. Managed end-to-end e-commerce store migrations — design replication, product transfer, 301 redirects, payment and shipping configuration.
  2. High-volume multi-channel support (ticket, chat, phone) for merchants configuring and scaling their online stores on the BigCommerce platform.
  3. Contributed knowledge-base articles and video tutorials, reducing recurring support tickets and onboarding time.
  4. Escalated and tracked platform-level bugs in collaboration with the development team, improving product stability.
Nov 2009May 2011

Technical Support Representative — Toshiba Account

Teleperformance Philippines
  1. Handled inbound calls providing desktop support for hardware and software issues on Toshiba laptops and netbooks.
  2. Resolved OS, driver, network connectivity (Wi-Fi, LAN, 3G), and application issues — maintaining high first-call resolution rates.
§ 04

Technical
Capabilities.

Tools, platforms, and domains of applied expertise
Support & Platforms
Technical SupportTicket & CRM SystemsKnowledge Base AuthoringDecision TreesWorkflow AutomationBigCommerceWordPressHubSpotGoHighLevel
Stack & Languages
JavaScriptHTMLCSSNext.jsSupabaseAPI IntegrationOAuthStripeLemon Squeezy
Systems & Tooling
LinuxcPanel / WHMWindowsmacOSiOSAndroidDatabase AutomationAdobe PhotoshopMicrosoft Office
§ 05

Project Archive.

Independent builds, side work, shipped artifacts
REF-2024-001

LiveDesk —
AI-Powered Helpdesk Platform

↗ livedesk.help
  1. Complete helpdesk platform built from scratch on Next.js + Supabase with Lemon Squeezy subscription billing.
  2. AI-powered ticket routing and response suggestions to streamline support workflows.
  3. Real-time chat, knowledge base, and customer portal with a modern dark-themed UI.
  4. OAuth (Google) authentication, Stripe / Lemon Squeezy billing, email-based ticket creation.
  5. Full-stack — frontend, backend API, database schema, deployment infrastructure.
§ 06

Credentials.

Educational history of record
B.Sc. I.T.
San Beda College Alabang
Pre-University
Colegio San Agustín Biñan
§ 07

Contact Protocols.

Preferred channels for initial engagement
Email
vlawrence0324@gmail.com
Phone
+63 917 724 2551
LinkedIn
/in/vonlawrencecastro ↗
Location
Zamboanga City · UTC+08 · Remote-capable
Status
Available for new engagements