Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Roberto Deshon

Fort Lauderdale,FL

Summary

Motivated and results-oriented IT Support Specialist with over 5 years of experience resolving technical issues, supporting web platforms, and managing integrations in fast-paced SaaS environments. Proven ability to troubleshoot API, DNS, and tracking pixel issues, while delivering exceptional customer service and training. Fluent in English and Spanish with strong communication, cross-team collaboration, and problem-solving skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Specialist – Monetization & Product Ops

Atento (TikTok)
04.2023 - Current
  • Troubleshoot TikTok Pixel and API integrations across advertiser websites and platforms.
  • Provide technical support for monetization, measurement, and commerce systems through ticketing systems.
  • Resolve analytics discrepancies and integration issues, ensuring timely resolution and clear communication.
  • Collaborate with cross-functional teams (Sales, Branding, Performance) to enhance advertiser experience.

Advanced Technical Support Specialist

Wix
08.2019 - 04.2023
  • Delivered remote and phone-based support for DNS, e-commerce, SSL, and CMS-related issues.
  • Conducted user training and live product demos for clients.
  • Partnered with Product and Marketing teams to improve client experience.
  • Handled escalated issues for VIP clients with a focus on client retention.
  • Troubleshot website and backend issues for users on Wix’s CMS.
  • Guided customers through domain setup, SSL configuration, and web hosting tools.
  • Delivered product demos using screen share tools; escalated issues to engineering as needed.

Bilingual Inbound Sales Associate

AT&T
01.2019 - 07.2019
  • Assisted clients with product selection and account upgrades.
  • Exceeded monthly sales goals and improved client satisfaction.
  • Handled billing and support inquiries with professional resolution.

Inbound Sales Representative

Spectrum
08.2014 - 05.2016
  • Delivered exceptional customer service by assisting both new and existing customers via inbound calls in English and Spanish.
  • Promoted and upsold internet, cable, and phone services, consistently achieving and surpassing monthly sales targets.
  • Educated customers on product features, bundle packages, and promotional offers to align with their needs and budgets.
  • Accurately entered customer data and transactions using a CRM system, ensuring seamless order processing and account management.
  • Collaborated with internal support teams to resolve billing issues, service outages, and technical concerns promptly.
  • Maintained high customer satisfaction scores through active listening, clear communication, and follow-through.
  • Completed ongoing training in customer service, sales strategy, and technical product knowledge.
  • Utilized tools such as Microsoft Office, proprietary sales platforms, and CRM software to manage leads and customer interactions.

Education

Computer Science

Santa Fe College
Gainesville, FL

Skills

  • Operating Systems: Windows 10/11, macOS, Linux (basic)
  • Software & Tools: Microsoft 365, Zoom, Google Workspace
  • Web & CMS: Wix, WordPress, SEO basics, domain/SSL setup
  • Hardware: PC builds, upgrades, drone repair, peripherals
  • Networking: Basic router/modem setup, LAN troubleshooting
  • Languages: English (fluent), Spanish (fluent)

Certification

  • CompTIA A+ (In Progress)
  • CompTIA Network+ (In Progress)
  • Customer Success Manager: Fundamentals to your CSM career

Languages

English
Spanish

Timeline

Technical Specialist – Monetization & Product Ops

Atento (TikTok)
04.2023 - Current

Advanced Technical Support Specialist

Wix
08.2019 - 04.2023

Bilingual Inbound Sales Associate

AT&T
01.2019 - 07.2019

Inbound Sales Representative

Spectrum
08.2014 - 05.2016

Computer Science

Santa Fe College

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Roberto Deshon