Open to remote roles · US hours

Jared Salazar

Technical Support Specialist | Tier 2 IT, Networking & SaaS Support

El Salvador · Available for remote work · US time-zone compatible jaredcerritos11@gmail.com +503 6275-8908 WhatsApp
Download PDF Contact me

Professional Summary

Bilingual (English/Spanish) technical support professional with 3+ years resolving escalated technical cases for a B2B SaaS ERP and running 24/7 live monitoring operations. Hands-on with networking (static IP addressing schemes, switches, connectivity troubleshooting, ISP failover), DNS and email authentication (SPF, DKIM, DMARC), Cloudflare deployment and access control, and ticketing in Salesforce. Co-founder and technical lead of Watch On Security, a remote CCTV monitoring company serving US clients. Strong with both people and technology; ready for remote work on US hours.

This page is itself part of my portfolio: built as static HTML and deployed by me on Cloudflare Pages under my company's domain, with DNS configured end to end.

Work Experience

Jul 2026 – Present

Co-Founder & Technical Lead

Watch On Security · Remote · Clients in California, USA

  • Designed the structure, logic and data model of an internal operations app (Watch On Records), deployed on Cloudflare Pages with a D1 database; code written with AI assistance.
  • Secured the app with Cloudflare Access policies: owner sign-in through Cloudflare and passwordless one-time-PIN email login for partners, with role-based read/write permissions per module.
  • Migrated the company domain to Cloudflare DNS (nameservers, MX preserved) and configured SPF, DKIM and DMARC, validating deliverability with Mail Tester.
  • Administer Google Workspace (aliases, send-as, access routing) and am building n8n workflows to automate outbound email.
  • Plan monitoring stations end to end (hardware, camera capacity, staffing, cost) and handle onboarding and 24/7 incident communication for US clients.
Feb 2026 – Oct 2026

SaaS Technical Support Specialist

WinTeam by WorkWave · Remote · B2B SaaS ERP

  • Supported WinTeam, an all-in-one ERP for security and janitorial contractors covering accounting, payroll, taxes, accounts receivable, scheduling and timekeeping.
  • Resolved technical cases escalated from first-line support, isolating root cause and real scope of impact across linked modules such as Accounts Receivable and the Employee Master File.
  • Troubleshot timekeeping configurations, including geofences and clock-ins by kiosk, phone call and caller ID.
  • Managed the full case lifecycle in Salesforce: triage, documentation, follow-up and resolution.
2021 – 2025

Remote Video Monitoring & IT Operations

Cloud Assist (Live Lion CCTV) · Remote · Clients in New York, USA

  • Deployed Time Doctor time tracking across 65 monitoring stations (130 workstations) and exported its data to CSV for Excel reporting.
  • Helped design and implement a static IP addressing scheme in which every workstation's IP identified its station and position, preventing DHCP reassignment and speeding up diagnosis.
  • Troubleshot VoIP phone lines running on a dedicated internet connection and switch: checked IP status, pinged devices, power-cycled the switch and escalated to the provider when needed.
  • Maintained a mesh Wi-Fi failover to a secondary ISP to keep 24/7 monitoring running during primary outages.
  • Monitored US client sites 24/7 on Hikvision iVMS-4200, Digital Watchdog and Uniview EZStation; validated each incident, wrote the client response and coordinated with emergency services.
Aug 2019 – Feb 2022

Technical Support Agent, QA Analyst, Team Supervisor & Flex Trainer

Teleperformance (Boost Mobile account) · San Salvador, El Salvador

  • Supervised 11 agents; prepared weekly performance reports covering AHT, repeat contacts within 48 hours, customer surveys, schedule coverage, attendance and team ranking.
  • Managed full employee records: attendance and justifications, leave, PTO and benefits.
  • As QA analyst, scored calls against a metrics scorecard, built and recalibrated agent performance profiles with supervisors, and delivered feedback using the sandwich method and Socratic questioning.
  • Ran root cause analysis on incidents with Ishikawa (fishbone) diagrams.
  • As flex trainer, assessed new hires' learning speed, response to feedback, commitment, retention risk and technical proficiency.
  • Sales Associate with technical duties, Bonita, Panama. Set up and maintained video wall and audio systems across 4 retail stores, in addition to sales duties.

Skills

Networking

TCP/IP, static IP addressing and scheme design, DHCP, switches, ping and connectivity troubleshooting, mesh Wi-Fi, ISP failover, VoIP lines

Cloud & Web

Cloudflare Pages, Cloudflare D1, Cloudflare Access (policies, one-time PIN), HTML, web app deployment

DNS & Email

DNS records (A, AAAA, CNAME, MX, TXT), nameserver migration, SPF, DKIM, DMARC, Mail Tester diagnostics

Identity & Access

Role-based access control (RBAC), passwordless authentication, user and permission management; familiar with Active Directory concepts

Support & Ticketing

Tier 2 troubleshooting, root cause analysis (Ishikawa), escalation management, Salesforce, Zendesk, Jira

Video Surveillance

Hikvision iVMS-4200, Digital Watchdog, Uniview EZStation, IP cameras, video walls

Automation & Data

n8n, Time Doctor, CSV exports, Excel reporting

Productivity

Google Workspace (advanced, admin), Microsoft 365 (intermediate)

Quality & Leadership

QA scorecards, coaching and structured feedback, KPI reporting (AHT, surveys), team supervision, training

Education & Training

  • Google IT Support ProfessionalGoogle / Coursera · Coursework completed
  • Cisco Certified Support Technician (CCST) – IT SupportCisco Networking Academy · Coursework completed
  • High SchoolJoaquín Rodezno, El Salvador

Languages

Spanish (native) · English (advanced, C1) · Portuguese (basic, good comprehension)