Roberto Baiza
POS Support Engineer
San Salvador
Summary
Cloud & SaaS Technical Support Engineer with a strong track record of resolving complex issues through effective collaboration with internal teams and third-party vendors. Adept at navigating cloud architectures and SaaS platforms to deliver timely, high-quality support. Leverages deep technical expertise and strategic relationships to accelerate resolution times, ensure uptime, and enhance the customer experience.
Overview
15
15
years of professional experience
5
5
Languages
Work History
Technical Support Engineer
Flipdish
01.2023 - Current
- Provided technical assistance for the POS systems, which included resolving hardware and software issues on both Windows and Android platforms.
- Collaborate with internal teams to resolve technical issues, and improve system performance.
- Documented and tracked customer issues, as well as their respective resolutions.
- Trained clients to effectively utilize POS systems.
- Provide timely and efficient technical support to businesses, resolving hardware and software issues through troubleshooting and problem-solving techniques.
- Collaborated with cross-functional teams to implement system upgrades and enhancements, ensuring seamless integration and functionality.
- Enhanced log analysis and visualization through Datadog monitoring to effectively filter and retrieve log data based on established criteria, recognizing POS disconnections, order cancellations, and OS downtime.
- Created and implemented automated script updates for POS systems, resulting in menu and software communication updates with the engineering partner.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
Senior Workforce Coordinator
Voyce Global
01.2020 - 11.2022
- Use Workforce Optimization (WFO) software to improve efficiency.
- Uphold a high standard of customer service through real-time monitoring, and other methods.
- Provide updates on efficiency to company leaders.
- Assist with scheduling and processing time-off requests.
- Generate reports to show changes in productivity or performance.
- Forecast staffing needs, taking into account contact volume and headcount requirements.
- Tracking time and attendance using WFM tools and processes.
- Vacation, leave, and planning responsibilities.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Service Desk Engineer
Dataprise , INC
01.2019 - 01.2020
- Assisted 500 clients with troubleshooting internet connectivity, network configurations, email setup, and hardware and software problems in the role of a service desk engineer.
- Resolved Windows 10 and Windows Server 2016 issues pertaining to desktop, server, and network domains through troubleshooting
- Troubleshooting with UNIX/Windows servers, mainframe systems, Citrix and/or Active Directory environments
- Provided computer and network technology support covering servers, VPN and Active Directory
- Provided support for Microsoft Office 365, including Exchange Online and SharePoint Online
- Contributed to the utilization of virtualization technologies including VMware and Hyper-V.
- Proficient in HTML, JavaScript, CSS, and Python at an intermediate level.
- Actively participated in cross-functional teams to address critical IT-related projects or initiatives that required service desk involvement.
- Enhanced customer satisfaction by resolving service desk tickets in a timely and efficient manner.
Freelance Customer Success Manager
CanTalk Language Services
01.2014 - 01.2019
- Achieved quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; prepared and completed action plans; implemented production, productivity, quality, and customer service standards.
- Worked as a multilingual (French, Portuguese, and Spanish) legal, medical, and worker’s compensation over-the-phone interpreter, and provided Multilanguage Translation Services all over Canada and the U.S.
- Provided technical support to entertainment venues.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
French L2 Technical Support
TELUS International
01.2015 - 01.2016
- Bilingual, handling Tier 2 technical support for VoIP devices and internet services across Canada.
- Implemented system provisioning procedures.
- Advanced Troubleshooting of real-time VoIP software, IP / WAN Protocol stacks, and Linux server issues
- Managed all aspects of phone user adds, moves, and changes
- Resolved intermediate QoS problems such as static, jitter, and other issues
- Collaborated with network engineers to troubleshoot various issues.
Foreign Language Assistant
Lycée Marguerite De Flandre
01.2012 - 01.2013
- I served as a Foreign Language Assistant in France, instructing secondary school students in Lille on Spanish language and culture.
- Promoted Salvadoran culture as a foreign language assistant in France.
- Implemented a program targeting high-schoolers learning Spanish as a second language
- Developed engaging classroom activities centered around language and cultural learning
- Instructed learners to delve into language as a means of respectfully and creatively understanding our, and their, unique cultures.
Trilingual Customer Service
TELUS BCX Corporate Accounts
03.2010 - 10.2011
- Bilingual customer service specialist for TELUS BCX Corporate Accounts, skilled in English and French communication.
- Enhanced customer experience by resolving inquiries regarding phone number portability, billing concerns, contract renewals, data usage troubleshooting, and international roaming.
- Onboarded new and existing customers, collaborating with sales, delivery, and support for successful solution deployment, along with bill reviews and audits.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Computer Science - Computer And Information Systems
Don Bosco's University
San Salvador, El Salvador11-2023
Foreign Languages - Foreign Languages And Literatures
University of El Salvador
San Salvador, El Salvador05-2013
Skills
Observation
Decision-making
Communication
Multi-tasking
New technologies
Computer literacy
Trilingual Customer Service
Linkedln Profile
https://www.linkedin.com/in/roberto-baiza-b7666b85/
Languages
4,B2,4,B2,6,C2,5,C1,6,C2
Timeline
Technical Support Engineer
Flipdish
01.2023 - Current
Senior Workforce Coordinator
Voyce Global
01.2020 - 11.2022
Service Desk Engineer
Dataprise , INC
01.2019 - 01.2020
French L2 Technical Support
TELUS International
01.2015 - 01.2016
Freelance Customer Success Manager
CanTalk Language Services
01.2014 - 01.2019
Foreign Language Assistant
Lycée Marguerite De Flandre
01.2012 - 01.2013
Trilingual Customer Service
TELUS BCX Corporate Accounts
03.2010 - 10.2011
Computer Science - Computer And Information Systems
Don Bosco's University
Foreign Languages - Foreign Languages And Literatures
University of El Salvador
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