Summary
Overview
Work History
Education
Skills
Highlights Of Qualifications
Accomplishments
Affiliations
Timeline
Generic

Henry Soto Salas

Calgary,AB

Summary

Retail Analyst with extensive experience at Auxis, specializing in technical troubleshooting and customer support of POS systems ( servers, POS stations, printing machines, Ping pad machines laser card readers). Trilingual in Spanish, English, and French, with a strong focus on problem-solving to enhance service delivery. Proven ability to mentor and train teams, driving customer satisfaction and operational efficiency.

Overview

28
28
years of professional experience

Work History

Retail Analyst Level II

Auxis
01.2023 - Current
  • I supported level one agents by creating and updating knowledge base articles, ensuring improved customer support. I handled escalation tickets in fixing issues with hardware and software for servers and POS stations with efficiently, collaborating with cross-functional teams to enhance processes and workflows.
  • Provided technical assistance to customers via phone and chat support.
  • Diagnosed software and hardware issues for effective troubleshooting.
  • Educated users on product features and best practices for usage.
  • Managed escalated customer inquiries with professionalism and empathy.

Front Line Technical Support Representative

TELUS Telecommunications Canada
01.2012 - 01.2022
  • Provided technical support for clients using TELUS telecommunications services.
  • Guided users through troubleshooting steps for device connectivity problems.
  • Assisted customers in navigating online account management tools effectively.
  • Documented customer interactions in the support management system accurately.
  • Collaborated with team members to enhance service delivery procedures.
  • Educated clients on new features and updates to TELUS services.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Resolved escalated customer service issues in a timely manner.
  • My experience as a Technical Support Specialist at TELUS further honed my abilities in providing top-tier technical support and assisting in account management efforts. These roles have equipped me with the expertise to excel in customer service and support.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.

Machinist CNC operator

JP metal
01.2011 - 01.2012
  • Operated CNC machines to produce precision wood panels.
  • Interpreted technical drawings and specifications for accurate machining.
  • Maintained equipment by performing regular inspections and minor repairs.
  • Collaborated with team members to optimize production workflows.
  • Ensured compliance with safety standards in all machining activities.
  • Assisted in troubleshooting machine malfunctions to minimize downtime.
  • Read blueprints, sketches, drawings, manuals, specifications or sample part to determine dimensions and tolerance of finished work piece.
  • Changed worn cutting tools as needed during operation.
  • Adjusted machine feed and speed, changed cutting tools, or adjusted machine controls when automatic programming was faulty or if machines malfunctioned.
  • Calculated dimensions and tolerances using knowledge of mathematics and instruments such as micrometers or vernier calipers.
  • Set up and operated various machine tools to produce precision parts and instruments.
  • Monitored production output levels and made adjustments as necessary to maintain production goals.

Night auditor and reception

Quality Hotel
01.2005 - 01.2011
  • Choice hotels
  • Managed nightly hotel operations and ensured smooth front desk processes.
  • Reconciled daily financial transactions and prepared reports for management review.
  • Assisted guests with check-in and check-out procedures, providing exceptional service.
  • Coordinated communication between departments to address guest needs effectively.
  • Trained new night auditors on procedures and hotel policies for seamless transitions.
  • Implemented inventory checks to ensure adequate stock of supplies overnight.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.

CSR (financial dep.)

Memberworks Canada
01.2005 - 01.2009
  • Assisted customers with inquiries regarding membership services and benefits.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Processed membership applications and renewals accurately and efficiently.
  • Maintained detailed records of customer interactions and transactions in the system.
  • Collaborated with team members to improve service delivery processes and procedures.
  • Trained new staff on customer service protocols and system navigation techniques.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed strong customer relationships to encourage repeat business.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Night Auditor

Marriott Hotel
San Jose, COSTA RICA
01.2000 - 01.2002
  • Managed nightly financial reports and reconciliations for hotel operations.
  • Assisted guests with check-ins and check-outs during overnight shifts.
  • Processed payments and handled cash transactions securely.
  • Resolved guest inquiries and complaints promptly and professionally.
  • Maintained accurate records of occupancy and revenue data nightly.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.

Quality Inspection Technician

Intel Inc.
San José, COSTA RICA
01.1998 - 01.1999
  • San José, COSTA RICA
  • Conducted detailed inspections of semiconductor manufacturing equipment.
  • Identified and reported equipment malfunctions to Team leads.
  • Ensured compliance with safety standards during inspection processes.
  • Maintained accurate records of inspection and paperwork.
  • Inspected and repaired products to meet project expectations.

Education

INHOUSE TELECOMUNICATIONS COURSES -

Telus telecommunications corp.
01.2022

Machining technics -

Rosemount technology centre
01.2011

WEBSITE DESIGN DIPLOMA -

Instituto Professional de Computación
San José, COSTA RICA
01.2002

ENGLISH AS A SECOND LANGUAGE DIPLOMA -

Delaware Community College
Delaware, USA
01.2001

COMPUTER PROGRAMMING AND TECHNICAL SUPPORT DIPLOMA -

Universidad Autonoma de Centro America
San Jose, COSTA RICA
01.1997

HIGH SCHOOL DIPLOMA -

Miguel Obregon Lizano High School
San Jose, COSTA RICA
01.1995

Skills

  • Trilingual: Spanish, English, French
  • Documentation editing
  • Support programming
  • Aloha POS systems
  • Troubleshooting
  • Home networking
  • Networking protocols
  • IP configuration
  • STB and TV configuration
  • Internet troubleshooting
  • Sales
  • Retentions
  • Training
  • Mentoring
  • Project management
  • Microsoft Windows
  • Office 365
  • Excel
  • Leadership
  • Customer service
  • Machinist certification
  • CNC experience
  • Home renovation
  • Budget management
  • Technical troubleshooting
  • Customer support
  • Software diagnostics
  • Process improvement
  • Problem solving
  • Time management
  • Advanced Excel

Highlights Of Qualifications

Creating and updating knowledge base articles., Provided support in IT to Level 1 agents., High knowledge in trouble shooting with POS systems for restaurants., Extensive and advanced knowledge in telecommunications as technical support troubleshooting for TV, internet, home phone, satellite tv, configuration of networking and modems. (copper, fibre optic and Satellite)., Advanced knowledge in customer service (customer service company champion winner awards 6 times)., Company recognized excellence in account management (billing, products, troubleshooting…etc), Experienced customer service relations; good comprehension of human behaviour, establishing rapport with individuals of all ages and cultures., More than 7 years’ experience as a Hardware and Software computer support technician (advanced knowledge in Windows 10 and 11), High levels of professional and ethical standards, Hard worker, can work independently or as a team member (worked from home for 11 years), Eager to learn, contribute and to collaborate., Good judgement and can manage resources and responsibilities. (tools and process behaviour), Machinery in Milling and lathe CNC machining. (experience in milling 3,4 and 5 axes), Experience with various panel and machining equipment. (Fanuc, Mitsubishi, Agma and Morbidelli), Understand drawings, blueprints and capable of making the necessary alterations in the program as required with very good precision., Residential Remodeling Project (Self-Managed): Successfully completed a total, structural renovation of a 1,500 sq. ft. home on time and within budget, ensuring compliance with local building codes and cost., Project Management & Budgeting: Negotiated with vendors, scheduled contractors, and sourced materials for a full bathroom, kitchen, bedrooms and living room remodel, reducing expected costs by 10%., Trilingual: Spanish, English, and French., Documentation editor in Training and process articles., Support programming and function for server Aloha POS systems (windows operating systems), Troubleshoot issues setting up most advanced equipment for TV and internet., Installations and topology in home networking. Networking protocols IP., Configure STB and TV including diagnostic of video connections., Troubleshoot internet issues and configurations (cable set up and connection settings, modem and router set up and settings, e-mail settings., Experience in: Sales, retentions, training, mentoring, projects management., Knowledgeable, Microsoft Windows and Office 365 tools., Advance in excel worksheets., Very high experience in leadership as well as customer service knowledge for many years., Certify as machinist and experience in CNC six., Home renovation and budget management.

Accomplishments

customer first champion award at telus

Affiliations

Volunteer at food bank in Montreal area.

Timeline

Retail Analyst Level II

Auxis
01.2023 - Current

Front Line Technical Support Representative

TELUS Telecommunications Canada
01.2012 - 01.2022

Machinist CNC operator

JP metal
01.2011 - 01.2012

Night auditor and reception

Quality Hotel
01.2005 - 01.2011

CSR (financial dep.)

Memberworks Canada
01.2005 - 01.2009

Night Auditor

Marriott Hotel
01.2000 - 01.2002

Quality Inspection Technician

Intel Inc.
01.1998 - 01.1999

INHOUSE TELECOMUNICATIONS COURSES -

Telus telecommunications corp.

Machining technics -

Rosemount technology centre

WEBSITE DESIGN DIPLOMA -

Instituto Professional de Computación

ENGLISH AS A SECOND LANGUAGE DIPLOMA -

Delaware Community College

COMPUTER PROGRAMMING AND TECHNICAL SUPPORT DIPLOMA -

Universidad Autonoma de Centro America

HIGH SCHOOL DIPLOMA -

Miguel Obregon Lizano High School
Henry Soto Salas