Mario Erazo
PBX/VoIp - IT Helpdesk
Colon,LI
Summary
Friendly Help Desk Technician, quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work History
PBX-VoIP/IT Help Desk Technician
LTC Technologies LLC
01.2023 - Current
- Oversee between 10-25 IT & Voice transitions projects per month, making sure that all services are properly connected and configured, tested and documented, PBX / ISP Tickets and escalations.
- 20% Tech dispatch's supervision, provide detailed and accurate steps on task assigned (PBX/ISP/IT related), reaching 95% of dispatch success.
ISP/VoIP Specialist
DigaCore Technology Consulting
01.2023 - Current
- ISP-PBX/VoIP Consultant, Firewall Ports configuration, O365 Users admin, L1 Tickets handling & escalations, testing, documenting, increased IT techs PBX/ISP tickets updating & closing by providing them accurate information/follow up.
- Collaborated with cross-functional teams to achieve project goals on time and within budget
Surveillance Cameras Operator
Live Lion Security Co
07.2021 - 09.2022
- Cameras monitoring, Jr IT Support - Basic Network troubleshooting, VoIP Phones setting up.
- Helping the company to reach weekly goals for arresting intruders/delinquents.
- Hardware & Network troubleshooting to agents during network internal outages.
Google Workspace Tech Support
Telus International
07.2018 - 04.2021
- Google Workspace account management & support, Email Specialist Pod agent, Google Managed devices support, Google Apps in general support, Domain management, cPanel management.
Customer Success / SME
Teleperformance
09.2017 - 06.2018
- AT&T Retention/Loyalty Account : SME position, Back-up Supervisor.
- DIRECT TV NOW App Account : SME position, Back-up Supervisor.
Customer Service & Tech Support Representative
The Office Gurus
09.2014 - 05.2016
- Motorola Account : Mobile devices Tech Support - Cancel & Re-enter department.
- Choice Home Warranty Account : Property management services.
Technical Support Representative
Ria Financial Services
01.2013 - 09.2014
- E-Pay Account : Retail stores systems support for physical POS devices, WebPOS support, VIP Customers department consultant.
Logistics Coordinator
LTD, S.A De C.V
01.2010 - 08.2013
- Trucks drivers supervisor, coordinate driver's routes, customs lists/paperwork manipulation.
Business Sales Division Representative
Dell El Salvador
08.2005 - 12.2008
- SMB Technology consultant - sell Dell Technology & Services (Servers, Network devices, Laptops, Desktops, Peripherals, Warranty services)
- Top-selling team - required to travel to : Buenos Aires, Argentina, Medellin, Colombia, Santiago de Chile to attend DELL Expo's to sell all products and services to local home users and SMB companies.
Education
Bachelor of Engineering ( Not Completed ) - Industrial Engineering
Universidad Tecnologica De El Salvador
El Salvador, El Salvador 05.2001 - 05.2003
High School Diploma -
Colégio São Paulo
Santa Tecla, El Salvador 05.2000 - 05.2001
Skills
IT Documentation
Network Connectivity
Incident Reporting
Ticket management
Problem Resolution
Project Coordination
Websites
Countryofresidence
El Salvador
Languages
Spanish
English
References
- Ing. Antonio Realegeño, Ria de Centro América, +503 6999.7507, arealegeno@riafinancial.com
- Lic. Brenda Sorto, ITCA Santa Tecla, +503 6039-6409, Blventura@itca.edu.sv
Reading, Play Basketball.
Love to read epoc epics and sci-fi books.
Former pro-basketball player.
Timeline
PBX-VoIP/IT Help Desk Technician
LTC Technologies LLC
01.2023 - Current
ISP/VoIP Specialist
DigaCore Technology Consulting
01.2023 - Current
Surveillance Cameras Operator
Live Lion Security Co
07.2021 - 09.2022
Google Workspace Tech Support
Telus International
07.2018 - 04.2021
Customer Success / SME
Teleperformance
09.2017 - 06.2018
Customer Service & Tech Support Representative
The Office Gurus
09.2014 - 05.2016
Technical Support Representative
Ria Financial Services
01.2013 - 09.2014
Logistics Coordinator
LTD, S.A De C.V
01.2010 - 08.2013
Business Sales Division Representative
Dell El Salvador
08.2005 - 12.2008
Bachelor of Engineering ( Not Completed ) - Industrial Engineering
Universidad Tecnologica De El Salvador
05.2001 - 05.2003
High School Diploma -
Colégio São Paulo
05.2000 - 05.2001
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