Roberto Arias
Lehi
Summary
Bilingual Technical Support Specialist with strong experience in troubleshooting network, software, and account‑related issues. Skilled in customer communication, remote support, and accurate documentation, with a background in system administration, networking, and problem resolution in fast‑paced environments. Known for clear communication, adaptability, and delivering a high‑quality user experience.
Overview
17
17
years of professional experience
Work History
Technical Support Engineer & Billing Support
Movate (Contractor for Cloudflare)
South Jordan
01.2025 - Current
- Act as the first point of contact for customer technical issues, providing support through phone, email, and case‑based systems (Salesforce) and delivering clear, professional guidance in both English and Spanish.
- Troubleshoot a wide range of technical problems including network connectivity, DNS resolution, SSL errors, account access, and configuration issues using tools such as ping, dig, whois, and internal diagnostic dashboards.
- Guided users through system menus, configuration steps, and basic setup tasks; troubleshot issues remotely to ensure efficient resolutions.
- Investigate account and billing discrepancies, validate user information, and escalate complex cases to higher‑tier teams following established procedures and documentation standards.
- Maintain accurate case records in CRM systems, ensuring consistent documentation, adherence to policies, and timely follow‑up to meet service‑level expectations.
- Collaborate with cross‑functional teams and use internal tools (SQL queries, Confluence, Jira, Workday) to ensure data accuracy, resolve escalations, and improve support workflows.
- Provide empathetic, customer‑focused service, adapting communication style to de‑escalate situations and maintain strong relationships with users in a fast‑paced support environment.
CTO - Owner
JANSE
Santa Cruz
01.2016 - 01.2024
- Improvement on customer services to reduce time of issues solution, helpdesk and management day a day
issues reducing time waiting, budget optimization saving in pieces, replacements and new assets, servers,
telecomunications. ITC complete consultant.
Head of Technology Development and Digital Strategy
Spark Technology Training
Santa Cruz
01.2018 - 01.2020
- With a solid foundation in programming education, the progression into various leadership roles within the startup was marked by significant contributions to technological advancements and corporate initiatives.
- Responsibilities encompassed spearheading web development projects, implementing open-source eCommerce solutions like Cocorico, and optimizing server infrastructure utilizing platforms such as Google Cloud and AWS.
- Noteworthy achievements include orchestrating the successful execution of the flagship tech conference, overseeing the implementation of innovative technologies such as online ticketing systems and AR experiences.
- Collaboration with marketing teams and external partners played an instrumental role in crafting effective strategies to enhance brand visibility and audience engagement.
- Additionally, leadership of cross-functional teams in diverse areas, including mentor training, app beta testing, and international collaboration initiatives, demonstrated technical expertise and facilitation skills.
- Facilitation of seamless integration of server solutions and Ruby on Rails applications ensured optimal performance and scalability.
- Furthermore, commitment to enhancing user experience led to significant improvements in the learning management system, Moodle, through UI/UX enhancements and personalized learning pathways.
- Throughout the tenure, a demonstrated ability in leadership, effective communication, and a results-oriented approach drove continuous innovation and success within the organization.
Odoo Implementation Specialist
OpenIT Inc.
Santa Cruz
01.2015 - 01.2016
- Proficient in the installation, configuration, and testing of Odoo Open Source software.
- Skilled in adapting workflows, testing plugins, and generating reports to meet client requirements.
- Experienced in Linux server management, Zentyal, VPN, and other open-source technologies.
- Effective communicator and problem-solver, dedicated to delivering tailored solutions to clients.
Email Marketing and Community Manager
Marca y Mercado Inc.
Santa Cruz
01.2014 - 01.2015
- Responsible for email marketing, including email design, templates, and server mailer monitoring.
- Additionally, implemented community manager strategies for client portfolio.
Full Time Volunteer
The Church of Jesus Christ of Latter-day Saints
Cochabamba
01.2011 - 01.2012
- Supervisor humanitarian activities for large bolivian cities and prepared strategies to improve volunteers teachings, management and life skills.
Internship
CIDEF
Santa Cruz
01.2009 - 12.2009
- Preventive computer maintenance, reactive computer maintenance, local area network.
Education
BS - Applied Technology
BYU - IDAHO
Rexburg, ID04-2026
Certificate - Database
BYU - IDAHO
Rexburg, ID04-2026
CCNAv7 -
CISCO
04-2026
CyberOps Associate V1.0 -
CISCO
04-2026
Certificate - Google Data Analytics
Coursera
04-2026
BS - Business Management
UTEPSA
Santa Cruz, Bolivia04-2026
Certificate - Google Cybersecurity
Coursera
01-2024
Certificate - System Administration
BYU - IDAHO
Rexburg, ID01-2022
Certificate - Computer Support
BYU - IDAHO
Rexburg, ID01-2021
Skills
- CMS
- Hosting
- HTML
- CSS
- JS
- Ruby on Rails
- E-commerce
- Odoo
- Erp
- Landing Page
- Server administration (Windows, Linux)
- Server performance analysis and optimization
- Network Administration
- Infrastructure
- Cybersecurity
- Open Source Systems
- VPN
- Virtualization
- AWS
- GCP
- Microsoft Azure
- Alibaba Cloud
- Mikrotik
- Cisco
- IP phone
- IP Surveillance Systems
- Unifi
- Active Directory
- Digital marketing and communication strategies
- Marketing digital tools
- Strategy analysis
- Agile project management methodologies
- Risk assessment and mitigation strategies
- Cost-Benefit analysis
- Help Desk (email, phone, on-site)
- RDP
- Remote Access
Projects
- My self, This website is a demonstration of my skills, created and hosted by me. Here, I upload information about my past projects., https://janse-it.com/lv/cv
- Give back, As part of my personal projects, I strive to feel connected to people and give back to the community, sharing the same support and kindness that I have received. Currently, I am a volunteer at the Utah Food Bank and the SUVA Animal Shelter.
Timeline
Technical Support Engineer & Billing Support
Movate (Contractor for Cloudflare)
01.2025 - Current
Head of Technology Development and Digital Strategy
Spark Technology Training
01.2018 - 01.2020
CTO - Owner
JANSE
01.2016 - 01.2024
Odoo Implementation Specialist
OpenIT Inc.
01.2015 - 01.2016
Email Marketing and Community Manager
Marca y Mercado Inc.
01.2014 - 01.2015
Full Time Volunteer
The Church of Jesus Christ of Latter-day Saints
01.2011 - 01.2012
Internship
CIDEF
01.2009 - 12.2009
BS - Applied Technology
BYU - IDAHO
Certificate - Database
BYU - IDAHO
CCNAv7 -
CISCO
CyberOps Associate V1.0 -
CISCO
Certificate - Google Data Analytics
Coursera
BS - Business Management
UTEPSA
Certificate - Google Cybersecurity
Coursera
Certificate - System Administration
BYU - IDAHO
Certificate - Computer Support
BYU - IDAHO