Isaac Salas García
People Manager, IT Specialist, Cisco Collaboration Expert CCNP Collab, UCCE Scripting
Alajuela
Summary
A flexible and well-rounded individual with a wide variety of experience and knowledge. Known for contributing creative solutions and technical expertise as an effective and positive team player. Thrives in a team environment, embracing constructive criticism, and working towards a common goal. Strong listening and communication skills, combined with a fast and diligent learning attitude. Aspires to collaborate with a talented team and produce work that fulfills the functional needs of the company.
Overview
21
21
years of professional experience
10078
10078
years of post-secondary education
Work History
Administrator
Motor Link Importaciones
07.2024 - Current
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Reduced overhead costs through careful budget management and resource allocation.
Change Management Manager & Senior Escalation Engineer
TTEC Costa Rica
01.2019 - 08.2023
- Excellent documentation, presentation, and problem-solving skills
- Manage the local Team administrative task (staffing, PTO, budgets, travel arrangements and other administrative tasks)
- Manage and assist in the change management process for the company
- Part of the group that reviews and approves change tickets across the company before deployment
- Managed a diverse portfolio of projects simultaneously while maintaining strict adherence to deadlines and budget constraints.
- Evaluated the success of change initiatives post-implementation, making necessary adjustments to improve future outcomes.
Senior Escalation Engineer
TTEC Costa Rica
02.2017 - 01.2019
- Work and collaborate with project teams consisting of Professional Services staff, client resources, contract resources and 3rd party vendors
- Provide consistent and frequent project status updates
- Junior UCCE scripting management, creation and updates
Escalation Engineer, ICS-MS
TTEC Costa Rica
02.2014 - 02.2017
- Maintenance, deployment and change implementation of Unified contact center Enterprise, Communicators Manager, Unity connection, Cisco Unified Proxy, Cisco Unified Presence
- Find and implement solutions to problems of specific applications, or windows, Linux environments
Cisco Communication Manager Technician
Sykes, Cisco TAC account
07.2008 - 12.2013
- Company Overview: (Heredia Zona Franca)
- Cisco Communications Manager Tech Lead
- Cisco Multiservices Technician (MS)
- Cisco Multiservices Tech lead
- Working with customers and cisco support engineers on tickets that involved Cisco Unified Border Element (CUBE), fax and modems, Analog and Digital Gateways, (SIP, MGCP, H323), Cisco Unified Communications Manager, Cisco Unity Connection, endpoints, Cisco Emergency Responder and Unified contact center
- (Heredia Zona Franca)
Investigation Research and Development Mobile product service engineer
Alienware Latin America
02.2006 - 06.2008
- Company Overview: (Now Dell)
- Local reports to the Information Research and Development manager and to the Product Development Engineers, Product Marketing Managers located in HQ
- Repaired and resolved all hardware or software related issues on any computer system, ensuring the customer received a quality product within required deadlines
- Validation and technical analysis of all mobile platforms
- Responsible for troubleshooting, documenting, and resolving escalated technical issues encountered with Alienware systems on an ongoing basis
- Consult with the Product Group in headquarters in order to resolve outstanding issues effectively and in a timely fashion
- Responsible for retaining knowledge on current company platforms and all hardware sold or supported by Alienware
- Responsible for the creation and distribution of Right Now and Extranet reports
- A broad range of creativity, independent thinking, and problem solving proficiency
- (Now Dell)
Technical Support follow-up
Alienware Latin America
05.2005 - 02.2006
- Company Overview: (Now Dell)
- Performing routine and critical callbacks
- Follow up and provide personal support to office of the president customers and reporting back directly to the president of Alienware
- Monitoring, supported and follow up to reseller ratings and better business bureau customer's complaints
- Monitored, assist and participate in un-official forums about Alienware, specifically notebookforums.com as an official Alienware employee under the alias of aw-isaac
- (Now Dell)
Technical Support Level 1
Alienware Latin America
11.2004 - 05.2005
- Company Overview: (Now Dell)
- Assisting end users with technical issues over the phone and through remote desktops procedures
- (Now Dell)
Specialized installations technician
Portones y Systemas Automaticos Salas
11.2003 - 07.2004
- Programming and installation of specialized equipment for residential and industrial gates
- Support and maintenance of Residential and industrial gate opening equipment
Education
PADI Dive Master -
PADI
Neurolingüística programing Master Degree - Neurolinguistic programing
The Society of NLP
Cisco CCNP Collaboration -
Cisco Networking Academy
United States 01.2018 - Current
Bussiness administration -
Tecnológico De Costa Rica
Cartago, Costa RicaRepair and maintenance of computers Technical degree -
Tecnológico De Costa Rica
Cartago, Costa RicaElectronic engineering Technical degree -
Tecnológico De Costa Rica
Cartago, Costa RicaHigh School - undefined
Colegio Saint John
Skills
Cisco Voice technology, (SIP, H323, Call Manager, UCCE, webex)
Office administration
Customer service
MS office
Administrative support
Workflow optimization
Program leadership
Business development
Project management
Staff management
Timeline
Administrator
Motor Link Importaciones
07.2024 - Current
Change Management Manager & Senior Escalation Engineer
TTEC Costa Rica
01.2019 - 08.2023
Cisco CCNP Collaboration -
Cisco Networking Academy
01.2018 - Current
Senior Escalation Engineer
TTEC Costa Rica
02.2017 - 01.2019
Escalation Engineer, ICS-MS
TTEC Costa Rica
02.2014 - 02.2017
Cisco Communication Manager Technician
Sykes, Cisco TAC account
07.2008 - 12.2013
Investigation Research and Development Mobile product service engineer
Alienware Latin America
02.2006 - 06.2008
Technical Support follow-up
Alienware Latin America
05.2005 - 02.2006
Technical Support Level 1
Alienware Latin America
11.2004 - 05.2005
Specialized installations technician
Portones y Systemas Automaticos Salas
11.2003 - 07.2004
High School - undefined
Colegio Saint John
PADI Dive Master -
PADI
Neurolingüística programing Master Degree - Neurolinguistic programing
The Society of NLP
Bussiness administration -
Tecnológico De Costa Rica
Repair and maintenance of computers Technical degree -
Tecnológico De Costa Rica
Electronic engineering Technical degree -
Tecnológico De Costa Rica
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