Available for Opportunities

Von Lawrence
Castro

IT Support Specialist · SaaS Developer · Web Developer · API & Automation Expert with 15+ years experience helping businesses resolve technical challenges and deliver exceptional customer experiences.

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Von Lawrence Castro - IT Support Specialist and SaaS Developer with 15+ years experience
About

Building bridges between
technology and people.

Results-driven IT professional with 15+ years of experience in SaaS technical support, e-commerce consulting, and web development. Proven track record of resolving complex client issues, optimizing support workflows, and delivering exceptional customer satisfaction for global software platforms. Adept at translating technical concepts into clear, actionable guidance for both technical and non-technical clients.

15+
Years Experience
500+
Clients Supported
99%
Network Uptime
Global
Client Reach
Experience

A career built on
expertise & impact.

Marketing & Automation Platform

Marketing & Funnel Technical Support Specialist

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

Forms & Automation Technical Support Specialist

  • Supported 500+ business clients in building, configuring, and launching web forms and automation workflows, achieving consistent client satisfaction ratings.
  • Diagnosed and resolved cross-browser and CMS compatibility issues (WordPress, HubSpot, custom sites), reducing average ticket resolution time.
  • Developed and maintained support documentation that improved first-contact resolution rates and significantly reduced escalation volume.
  • Collaborated with the development team to log, track, and resolve software defects, contributing to improved product quality.
  • Provided multi-channel support (email and chat), helping clients integrate form automation into their marketing and operational workflows.
ESC Interactive Communication Services Inc.

Vice President / IT Director / Co-Founder

  • Co-founded and led the IT division of a technology services company, overseeing network infrastructure, team operations, and technology strategy.
  • Directed network administration (LAN/WAN), security protocols, and hardware/software evaluation, ensuring 99%+ uptime for business operations.
  • Aligned IT roadmap with business objectives, improving operational efficiency and reducing unnecessary technology spend.
BigCommerce

E-Commerce Support & Migration Specialist

  • Managed end-to-end e-commerce store migrations covering design replication, product transfer, 301 redirects, and payment/shipping configuration.
  • Provided high-volume multi-channel support (ticket, chat, phone) to merchants configuring and scaling their online stores on the BigCommerce platform.
  • Contributed to the knowledge base through written articles and video tutorials, reducing recurring support tickets and onboarding time.
  • Escalated and tracked platform-level bugs in collaboration with the development team, improving overall product stability and client experience.
Teleperformance Philippines

Technical Support Representative (Toshiba)

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

Tools & technologies
I work with.

Support & Platforms

Technical Support (SaaS/E-Commerce) Ticket & CRM Systems Knowledge Base Authoring Decision Trees Forms & Workflow Automation BigCommerce WordPress HubSpot GHL

Technical Stack

JavaScript HTML CSS API Integration Linux cPanel / WHM Database Automation Windows macOS iOS Android Adobe Photoshop Microsoft Office Suite
Projects

Things I've built.

livedesk.help

LiveDesk — AI-Powered Helpdesk Platform

  • Built a complete helpdesk platform from scratch using Next.js, Supabase, and Lemon Squeezy for subscription management.
  • Implemented AI-powered ticket routing and response suggestions to streamline support workflows.
  • Designed real-time chat, knowledge base, and customer portal with modern dark-themed UI.
  • Integrated OAuth authentication (Google), Stripe/Lemon Squeezy billing, and email-based ticket creation.
  • Full-stack development covering frontend, backend API, database schema, and deployment infrastructure.
Education

Academic background.

Bachelor of Science in Information Technology
San Beda College Alabang
Pre-University Education
Colegio San Agustín Biñan
Contact

Let's work together.

I'm always open to new opportunities and collaborations. Whether you need technical support expertise, web development, or SaaS consulting — let's connect.

Email
vlawrence0324@gmail.com
Phone
+63 917-724-2551
LinkedIn
vonlawrencecastro