Roberto Suárez
San Salvador,San Salvador
Summary
Well-versed Salesforce Administrator supporting sales and business analysis through detailed administration of complex systems. Deliberate educator, leading thoughtful and systematic tutorials on best practices for software utilization. Thorough troubleshooter solving complex software errors with urgency.
Computer hardware enthusiast; Arch-Linux user ; Basic Network knowledge ; Soft Skills
- 57,525 Points in Trailhead
- Salesforce Certified Administrator Credential
- 43 Badges
- 2 Super-badges
Overview
2
2
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Internet of Things Specialist.
Telus International // TBS
San Salvador, San Salvador
02.2021 - Current
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Monitored systems in operation and input commands to troubleshoot areas.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided support for networking protocols and characteristics, including IpV4, IP-Sec, Jasper Control Centre, Static IPs, APN's.
Technical Support Representative
Telus International / TBS
San Salvador, San Salvador
03.2020 - 01.2021
- Provided Tier 1 IT support to non-technical clients through phone calls.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
Comwave Technical Support Re
Telus International
San Salvador, San Salvador
01.2020 - 03.2020
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Help and educate customers with issues on their internet service, phone service and TV service.
- Escalate and collaborate with partners and colleagues to make sure clients are satisfied and receive the best solution possible.
Education
Salesforce Certified Administrator -
Salesforce
11.2021 - 01.2022
High School Diploma -
Colegio Angloamericano
San Salvador 01.2018 - 12.2018
Bachelor of Science - Computer Science
Universidad Francisco Gavidia
San Salvador 01.2019 - Current
Skills
Hardware and software installation
Software updates
LAN protocols
Documentation and reporting
Desktop support
Hardware knowledge
Linux operating system
Critical Thinking
Timeline
Salesforce Certified Administrator -
Salesforce
11.2021 - 01.2022
Internet of Things Specialist.
Telus International // TBS
02.2021 - Current
Technical Support Representative
Telus International / TBS
03.2020 - 01.2021
Comwave Technical Support Re
Telus International
01.2020 - 03.2020
Bachelor of Science - Computer Science
Universidad Francisco Gavidia
01.2019 - Current
High School Diploma -
Colegio Angloamericano
01.2018 - 12.2018