Edward Stoffels
Support Engineer
Costa Rica,,Alajuela, Sarchi
Summary
Seasoned IT Professional with expertise in Salesforce administration and a strong command of coding and system analysis.
As a Subject Matter Expert, excels in pinpointing and resolving intricate issues, utilizing a comprehensive understanding of various programming languages to enhance CRM operations.
Skilled in developing clear, user-friendly documentation and dedicated to mentoring new hires, ensures effective knowledge transfer and system proficiency.
Adept communication skills fortify technical prowess, guaranteeing detailed guidance and steadfast support solutions.
Overview
7
7
years of professional experience
2
2
Certifications
2
2
Languages
Work History
DataOps Support Engineer
DataChef
07.2023 - Current
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Expertly configured, deployed, and managed HVR (Fivetran) schema changes, ensuring meticulous capture and integration of data jobs for system integrity and performance.
- Executed AWS Glue jobs with precision, deploying them through GitLab CI/CD pipelines and formulating transformation queries to process data efficiently captured via HVR.
- Employed AWS Athena for comprehensive troubleshooting, diligently resolving complex issues related to captured and transformed data to maintain system reliability.
- Managed and oversaw GitLab pipelines, guaranteeing seamless code changes deployment, adept SQL query management, and meticulous AWS CDK configurations for Glue jobs.
- Monitored and managed Kafka Topics vigilantly to confirm accurate transmission of data rows to downstream systems, with keen focus on optimizing Salesforce integration.
- Prioritized and managed JIRA stories within agile sprints, especially addressing P1 issues that required immediate attention, ensuring prompt and effective resolutions.
- Collaborated proactively with cross-functional teams in meetings, provided key inputs, and conducted thorough end-to-end testing, regrouping for advanced troubleshooting as needed.
- Develop and refine technical documentation to streamline data gathering process for troubleshooting, augmenting clarity and facilitating ease of use for stakeholders.
- Supported and improved in-house developed code IaaS by adeptly debugging and modifying code to meet evolving requirements and enhance functionality.
SFDC CPQ Support Specialist
VMWare
08.2020 - 07.2023
- Acted as liaison between clients and development teams, ensuring timely communication during critical incidents.
- Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
- Provided technical support and maintenance for Salesforce CRM, orchestrated massive data uploads, and customized data management with SOQL queries and Apex code analysis to ensure system accuracy and efficiency.
- Analyzed and implemented sales territory realignments, while interfacing with engineering teams and key stakeholders to define specifications and gather requirements for Salesforce functionality enhancements.
- Utilized JIRA to interpret business requirements, and expertly modified Salesforce roles, profiles, permission sets, dashboards, and reports to align with user needs and security protocols.
- Served as Salesforce Subject Matter Expert (SME) in support rooms, authored comprehensive documentation, and collaborated with various teams to facilitate data integration and CRM system optimization.
- Took lead in training all new hires on our team, ensuring trainees are well-versed in Salesforce operations and best practices, thus maintaining high standards of CRM use and fostering culture of continuous learning and development.
IT Software Support Technician
Medtronic
11.2018 - 08.2020
- Delivered timely resolutions to critical software issues by collaborating with cross-functional teams, including developers, product managers, and quality assurance personnel.
- Facilitated technical support and maintenance for Xerox and HP printers, ensuring optimal performance and reliability.
- Manage returns and repairs process for a variety of hardware devices, including laptops and monitors, adhering to warranty standards.
- Delivered intermediate technical support for Windows 10, including scripting, Microsoft Office Suite, and software center applications.
- Collaborated with multiple teams to uphold hardware and security protocols, enhancing organizational standards.
- Oversaw on-site contractors, establishing daily objectives and tracking performance to ensure project alignment.
- Developed basic web applications tailored to departmental needs, streamlining internal processes.
- Led expansion projects, coordinating operations to support organizational growth.
- Authored comprehensive troubleshooting guides for end-user reference, improving resolution efficiency.
- Designed reports and ticket templates for Service Now, facilitating accurate and efficient service tracking.
- Initiated and executed IT department improvement strategies, contributing to continuous service enhancement.
- Ensured compliance with local authority regulations regarding hardware inventory and accountability.
- Functioned as IT business solutions analyst, interfacing with departments to deliver tailored IT strategies.
Service Desk Agent
IBM
10.2016 - 09.2018
- Reduced ticket resolution time with thorough troubleshooting and problem-solving skills.
- Trained new hires, ensuring smooth transition into our team and improving overall performance.
- Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
- Engaged in user support interactions via telephone, chat and email platforms.
- Administrator and Support agent of several systems such as Active Directory, Airwatch, AS400, Salesforce, Concur, Service-Now, Office 365 enterprise package.
- Elevated end-user proficiency with company software through creation of easy-to-follow guides and tutorials.
- Took lead in training all new hires on our team, ensuring trainees are well-versed in software mentioned and best practices within them.
Education
Bachelor's Degree - System Engineering
Universidad Tecnologica Costarricense
Costa Rica 05.2001 -
No Degree - Agile Associate
IBM
Costa Rica 05.2001 -
No Degree - Major Incident Management
IBM
Costa Rica 05.2001 -
No Degree - Design Thinking Associate
IBM
Costa Rica 05.2001 -
No Degree - Cisco Certified Network Associate
Cisco Networking Academy
Costa Rica 05.2001 -
High School Diploma -
Liceo Experimental Bilingue De Sarchi
Costa Rica, Sarchi 05.2001 -
Skills
Proficient in Microsoft Office Suite and advanced tools like Powerapps, SharePoint, and Power BI, demonstrating comprehensive data management and presentation skills
Experienced in generating reports and managing systems such as Active Directory, ServiceNow, Remedy, Exchange admin, Airwatch, and Salesforce
Skilled in conflict resolution, with proven ability to navigate and resolve disputes effectively
Versed in various operating systems, including MAC, Windows, Android, and Linux, showing adaptability and technical proficiency
Analytical thinker with capacity to understand system functionalities through interaction of their components
Articulate communicator, adept at conveying complex information clearly and positively engaging with diverse audiences
Experienced in mentorship and training, providing guidance and knowledge transfer to peers and subordinates
Recognized as a Subject Matter Expert for products and software, offering in-depth knowledge and consultative advice
Fundamental understanding of programming languages such as Java, Visual Basic, C, C#, along with web development technologies including PHP, HTML, CSS, and database scripting with Transact SQL, JavaScript, Python, and Oracle APEX
Autonomous worker, capable of delivering results with minimal supervision and exhibiting strong self-management skills
Leadership-oriented, with the ability to steer a team towards achieving set objectives and fostering a collaborative environment
Certification
Salesforce Certified Associate
Timeline
DataOps Support Engineer
DataChef
07.2023 - Current
Salesforce Certified Administrator
07-2023
Salesforce Certified Associate
05-2023
SFDC CPQ Support Specialist
VMWare
08.2020 - 07.2023
IT Software Support Technician
Medtronic
11.2018 - 08.2020
Service Desk Agent
IBM
10.2016 - 09.2018
Bachelor's Degree - System Engineering
Universidad Tecnologica Costarricense
05.2001 -
No Degree - Agile Associate
IBM
05.2001 -
No Degree - Major Incident Management
IBM
05.2001 -
No Degree - Design Thinking Associate
IBM
05.2001 -
No Degree - Cisco Certified Network Associate
Cisco Networking Academy
05.2001 -
High School Diploma -
Liceo Experimental Bilingue De Sarchi
05.2001 -