Alberto Salas
San Jose
Summary
Experienced Quality Assurance and Training Manager with over 10 years of expertise in customer service, technical support, project management, cryptocurrency, and onboarding. Skilled at developing and implementing quality and training programs to enhance team performance and achieve educational goals. Recognized as a proven leader in driving operational excellence, improving customer satisfaction, and successfully managing multiple priorities with global stakeholders.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Customer Support Specialist
Strike
07.2024 - 02.2025
- Provided timely assistance to customers via email, and app chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound tickets while maintaining excellent quality standards and adhering to established procedures.
- Utilized CRM systems such as Zendesk effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality, such as Fraud and Compliance departments.
Advance Technical Support Specialist
Symplast
12.2022 - 06.2023
- Provided internal support for EHR and Practice Management Software for Plastic Surgery and MedSpas, with a focus on SQL database troubleshooting, software and data issue resolution, and bug ticket creation for the development department
- Utilized CRM solutions such as Salesforce and ADP to streamline support processes and enhance customer satisfaction
- Demonstrated expertise in troubleshooting various environments, including MacOS, iOS, Windows, and Android, ensuring seamless user experiences
- Monitored API and servers, managing API integrations to ensure optimal system performance
- Contributed to the Beta testing team, conducting QA on new releases and validating bugs for the Development team
- Successfully completed the HIPAA certification, ensuring compliance with healthcare data security regulations
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
Training Manager
Propoint Solutions
01.2020 - 11.2022
- Quality Assurance and, Develop effective quality assessment tools to identify and determine operational and employee development needs
- Conducted orientation sessions and organized on-the-job training for new hires
- Communicated all learning and performance objectives, schedules, and training assessments to upper management
- Implement process improvements for management practices, hiring processes, and enhancements to technologies
- Create processes and tools for managing resources, including training facilities and personnel
- Coordinate logistics for training programs, including schedules, locations, and technology for training rooms
- Develop and maintain continuous learning programs for tenure team managers, trainers, and employees
- Provide efficient learning experiences to effectively address operational needs
- Mentor and coach direct reports in skills development for training best practices, instructional design, job aid design, and reporting
- Manage trainee feedback results to improve the individual performance of the support team
- Oversee the selection, development, testing, and deployment of software to develop and deploy learning solutions
- Provide thorough quality audits and operational reports to senior management and business partners, including highlights, lowlights, and recommendations to improve the performance of the operations team
- Conduct performance management and 1:1 sessions
- Conduct quarterly and yearly performance reviews
Department Lead
ProPoint Solutions
01.2018 - 01.2020
- In charge of providing Training and coaching sessions for technical support agents and customer service for a team of 40 agents
- Development of training material, tracking and monitoring of performance indicators, creation of quality audits, and coaching sessions based on results
- Conducted train-the-trainer sessions for new team managers and trainers
- Successfully created and implemented a new training program for newly hired agents, reducing onboarding time by 50%
- Developed and maintained training materials, job aids, and knowledge base articles for customer service and technical support agents
- Worked closely with the Quality Assurance team to identify training needs and develop targeted training programs
- Communicated with managers of other departments to maintain transparency
- Oversaw efficient inventory stocking and supply rotation
Help Desk L2 Agent
Visionary I Gaming.
08.2010 - 12.2018
- Provided customer support for an online gaming provider
- Responsible for production equipment (hardware) and IT support, for the whole casino floor over 8 tables
- Performed basic system administrator functions for Linux
- Maintained desktops, cameras, and hardware equipment
- Monitored network traffic
- Provided basic support for Citrix Xencenter (managing virtual machines)
- Delivered remote support using various tools
- Configured hardware, devices, and software to set up workstations for employees
- Used ticketing systems to manage and process support actions and requests
- Documented support interactions for future reference
Level 2 Help Desk Agent
Propoint Solutions
01.2013 - 01.2018
- Software maintenance, SQL database, running maintenance scripts
- Familiarized with CRM solutions like Zendesk and
- Windows troubleshooting, using remote login tools, such as LogMein, Teamviewer, and ShowMyPC among others, network troubleshooting, virus removal
- Point of sale hardware, setup, and troubleshooting
- Integrated credit card platforms (Pax terminals and card readers) maintenance and setup for World
- Pay, TSYS, First Data, Aurus, Heartland Payments
- Customer service, communications with owners, and staff via email and phone
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently
- Identified issues, analyzed information, and provided solutions to problems
- Resolved problems, improved operations, and provided exceptional service
Technical Support Agent
Hewlett-Packard
09.2010 - 12.2012
- Provided hardware technical support for HP Itanium and PA-RISC Servers
- Conducted sales and basic training on Blade Integrity servers
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Assisted customers in identifying issues and explained solutions to restore service and functionality
Technical Support Sr. Agent
Alienware
03.2007 - 01.2009
- Provided hardware and software support for US and Europe
- Addressed gaming-related issues for PCs, laptops, desktops, and peripherals
- Handled technical support for internet wireless, ADSL, and cable
- Identified issues, analyzed information, and provided solutions
- Documented support interactions for future reference
- Wrote and reviewed tickets to request maintenance to various types of equipment
Education
Bachelor - Business Administration And Management
Universidad Latina
Cyber Security Diploma - Computer Science
Universidad Castro Carazo
Scrum Master Certification - Scrum Methodology
Scrum Study
Skills
Ability to explain complex ideas in simple terms
Reporting
In-class and online training conduction
Quality metrics development
Customer satisfaction tracking
Stakeholder Management and communication
People Development and coaching
Educational content development
Process Improvement
KPI Management
Team Player
Analytical Skills
Trained on Windows Support by Microsoft experts
SQL and PHP databases basics management
G-Suite
OfficeSuite
Technical Instruction
CRM experience: Zendesk
SalesForce
Vtiger
Jira
Aha!
Timeline
Customer Support Specialist
Strike
07.2024 - 02.2025
Advance Technical Support Specialist
Symplast
12.2022 - 06.2023
Training Manager
Propoint Solutions
01.2020 - 11.2022
Department Lead
ProPoint Solutions
01.2018 - 01.2020
Level 2 Help Desk Agent
Propoint Solutions
01.2013 - 01.2018
Technical Support Agent
Hewlett-Packard
09.2010 - 12.2012
Help Desk L2 Agent
Visionary I Gaming.
08.2010 - 12.2018
Technical Support Sr. Agent
Alienware
03.2007 - 01.2009
Cyber Security Diploma - Computer Science
Universidad Castro Carazo
Scrum Master Certification - Scrum Methodology
Scrum Study
Bachelor - Business Administration And Management
Universidad Latina