Angelo Pelaez

• Managed enterprise system platforms including Salesforce, Zoom, and internal tools
• Administered Salesforce CRM environment for business operations
• Led onboarding/offboarding including user setup, permissions, and system access
• Delivered employee training on system platforms
• Developed and maintained SOP documentation
• Provided ongoing technical support and system troubleshooting
• Collaborated with vendors on system improvements and implementations

• Reduced downtime by proactively identifying and resolving

potential issues through thorough system monitoring.

• Established effective communication channels between IT support

staff and end-users, leading to improved issue resolution times overall.

• Managed Salesforce users, roles, profiles, and permissions
• Configured workflows, process builders, assignment rules, and approvals
• Maintained fields, page layouts, record types, and custom settings
• Provided support and resolved issues within SLA timelines
• Conducted client meetings to gather requirements and troubleshoot issues
• Created technical documentation and contributed to knowledge base

• Provided support via phone, email, chat, and remote tools
• Assisted with installation and troubleshooting of Microsoft 365
• Performed root cause analysis for technical issues
• Maintained accurate documentation and case records
• Collaborated with internal teams for issue resolution

SME / Tier 2 Support

May 2018 – May 2019

• Supported Google Maps Platform technical and billing issues
• Handled escalations and assisted Tier 1 teams
• Updated processes and knowledge base articles

Technical & Billing Specialist

Nov 2017 – May 2018

• Provided support for Google Cloud Platform and billing concerns

• Mentored junior engineers, improving their problem-solving abilities and overall productivity.
• Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
• Supported sales teams by offering technical insights during pre-sales discussions with prospective clients where appropriate.
• Championed a culture of continuous improvement within the team, leading process optimization initiatives that increased efficiency levels.