Juan Carlos Fallas Quesada
Aserri
Summary
Dedicated System Engineer adept at cultivating long-term partnerships with vendors and clients.
Expertise includes installing, configuring and monitoring complex systems and infrastructures. Offering successful career history comprising more than15 years.
Motivational team leader aligns cross-functional teams with business objectives to achieve key metrics.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Marketing Specialist
Donovan Digital Solutions
04.2024 - 09.2024
- Increased brand awareness by developing and implementing targeted marketing campaigns using Google Ads
- Enhanced customer engagement, utilizing email marketing campaigns and newsletters.
- Established and managed relationships with external data providers and research vendors.
- Tracked key metrics and developed spreadsheets and data models.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- In charge of posting over 10 ads per week.
Inside Systems Engineer
SHYFT - Samsung
05.2020 - 03.2024
- Analyzed system requirements, developing tailored solutions that met or exceeded client expectations
- Managed multiple vendor relationships, negotiating contracts to secure cost-effective hardware and software solutions
- Led training sessions for junior and senior team members, promoting professional growth and knowledge sharing within the department
- Evaluated new tools and technologies for possible integration into existing infrastructure environments
- Maintained up-to-date knowledge of emerging technologies, incorporating innovative solutions into existing systems when appropriate
- Designed scalable infrastructure solutions to enhance efficiency in cloud services.
- Over $50K Pipeline Generated per quarter.
- Over 50 emails answered per week including various topics, from general question to detailed technical specifications about solutions.
Fujitsu Inside Systems Engineer
Tech Data/Synnex
01.2019 - 05.2020
- Implemented IT infrastructure upgrades, ensuring minimal downtime during the transition process
- Streamlined troubleshooting processes by creating comprehensive documentation to guide support teams
- Coordinated with stakeholders throughout all stages of the project lifecycle from inception to completion
- Supported system users, educating employees on troubleshooting and problem-solving protocols
Fujitsu Inside Account Manager
Tech Data/Synnex
12.2017 - 01.2019
- Enhanced customer satisfaction by maintaining strong relationships with clients and addressing their concerns promptly
- Collaborated with product teams to ensure accurate pricing and timely delivery of products to customers
- Developed personalized presentations tailored to individual clients' needs, showcasing relevant products and services
- Resolved problems with high-profile customers to maintain relationships and increase return customer base
- Provided valuable feedback to senior management regarding market trends and competitor activity, ensuring the company remained competitive in the industry
Retail and Kindle Customer Care
Amazon
08.2017 - 12.2017
- Enhanced company reputation through excellent customer service and professional demeanor
- Streamlined communication between departments for efficient problem resolution
- Actively participated in weekly meetings and provided valuable input towards improving overall operations
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Collected customer information and analyzed customer needs to recommend potential products or services
Pre-Sales Engineer
Tech-Data
02.2012 - 04.2017
- Enhanced client satisfaction by thorough needs assessments and providing tailored product recommendations
- Streamlined pre-sales process for increased efficiency and accelerated deal closure rates
- Developed strong relationships with clients, resulting in repeat business and high level of customer retention
- Evaluated competitors' offerings to identify areas where company products could excel or needed enhancements
- In charge of monitoring different emails boxes and fulfill a specific SLA, more than 50 inquiries with technical questions and phone calls answered per week.
Proliant Support Specialist
Hewlett Packard Enterprise
01.2006 - 01.2012
- Conducted regular assessments of support processes, making necessary refinements to enhance service quality continuously
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients
- Devised custom solutions for unique technical challenges faced by individual customers, increasing their overall satisfaction levels
- Troubleshot hardware, software and network issues to identify and rectify discrepancies
- Installed and configured operating systems and applications
Education
High School Degree -
Liceo de Aserri
English Bachelor Degree -
Universidad De Costa Rica
Skills
- Business Development
- Troubleshooting
- Skilled in Operative Systems and Microsoft Office Suite
- Project Management
- Vendor Management
- Client service and support
- Hardware and software installation
- Technical Support
- Communication and Team Collaboration
- Adaptability and Flexibility
- Team building
- Customer research
- Time management
- Sales expertise
Certification
Sandler Sales Methodology Certification
LANGUAGES
Spanish: Native language
Proficient
C2
English: Advanced (C1)
Advanced
C1
Portuguese: Intermediate (B1)
Intermediate
B1
Timeline
Marketing Specialist
Donovan Digital Solutions
04.2024 - 09.2024
Inside Systems Engineer
SHYFT - Samsung
05.2020 - 03.2024
Fujitsu Inside Systems Engineer
Tech Data/Synnex
01.2019 - 05.2020
Fujitsu Inside Account Manager
Tech Data/Synnex
12.2017 - 01.2019
Retail and Kindle Customer Care
Amazon
08.2017 - 12.2017
Pre-Sales Engineer
Tech-Data
02.2012 - 04.2017
Proliant Support Specialist
Hewlett Packard Enterprise
01.2006 - 01.2012
High School Degree -
Liceo de Aserri
English Bachelor Degree -
Universidad De Costa Rica
References
Jean Carlo Cordero,
Amazon, Customer Success Manager
8729 4879
Ana Patricia Cordero Corrales,
Self Employed and English Teacher
8365 5193
Jose Miguel Cruz,
Project Manager Lead, DXC,
8720 3525
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