Call Center Information Technology

Contact

San Diego, CA.

*****

619-***-**** (Mobile)

*************@*******.***

www.linkedin.com/in/yassersalinas

(LinkedIn)

www.nablacorp.com (Company)

tryhackme.com/p/yassersalinas

(Personal)

Top Skills

Okta

Single Sign-On (SSO)

Leadership

Languages

English (Native or Bilingual)

Spanish (Native or Bilingual)

French (Elementary)

Russian (Elementary)

Certifications

Pre-Security Learning Path

Dale Carnegie Course

Effective Business Writing

Cybersecurity Fundamentals for

Engineers

Yasser Salinas

Information Technology and Cybersecurity Professional Attorney International Law and Mexico Regulations

San Diego, California, United States

Summary

Information Technologies professional, customer-oriented, solid background in Team Building, Project Management, cost reduction, vendor management, Cyber Security, and Standard Operation Procedures. Bilingual in English and Spanish. I can bring over ten years of experience in Company Mergers, Call Center, IT, and Telecommunications. Management of cross-functional teams from diverse cultures. Highly skilled in offshore Call Center start-ups: Legal, Accounting, HR, Finance, Technology, and Operations. Also, I hold an Attorney degree in Mexico, practicing Corporate, Administrative, Labor, Fiscal, Contracts, Property, and Agricultural laws.

Experience

NABLAcorp

16 years 8 months

Chief Technology Officer NABLAtech

August 2022 - Present (2 years 2 months)

San Diego, California, United States

Cybersecurity

Contact Center solutions and outsourcing nearshore IoT, Cloud, SaaS, Networking

Voice and IT Solutions

Techmate partner since 08/2022.

https://www.nablatech.us

Litigation Attorney NABLAlex

January 2009 - Present (15 years 9 months)

Baja California, Mexico

Legal advice and representation in Mexico:

Corporate Law

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International Law

Real Estate Law

Civil Law

Agrarian Law

Penal Law

https://www.nablalex.com

Founder & CEO

February 2008 - Present (16 years 8 months)

San Diego, California, United States

NABLAcorp™ is a company that provides consulting services to reduce costs using

technology—domestic and nearshore. Business strategic market, company development, and legal advice.

• Consulting services on IT/Telecom infrastructure

• NABLAlex™ consulting services on law practices certified expert witness in Electronics Engineering.

• NABLAtech™ provides Contact Center solutions, outsourcing-nearshore. Solutions for IoT, Cloud, SaaS, Networking, Voice, and IT. PeopleConnect

6 years 11 months

Information Technology Administrator

March 2023 - April 2024 (1 year 2 months)

San Diego, California, United States

Supports administrative tasks and projects relative to the Security, Desktop, Wide Area Network, Local Area Network, and Telephony – all aspects of database management

Identify problem trends and develop solutions to ensure troubleshooting efforts are proactive and effective

Diagnose and resolve software and hardware incidents, including operating systems across a range of applications

Ensures department standard operating procedure (SOP) is complete and accurate

Establish regular tests/audits to ensure procedures are followed and controls are appropriate

Conducts risk assessments and provides recommendations to mitigate gaps Page 2 of 7

Invoke problem escalation procedures to coordinate recovery and minimize system downtime

Assist in the development and implementation of quality and continuous improvement programs

Manage assets and tickets using an internal system Prepare/Communicate required statistics, status reports, and graphical/visual aids that reflect department trends, and use data for continual improvement Coordinate work processes and projects with other departments Provide oversight to ensure smooth operation of phones, IVRs, internet, and VPN across all hours of operation

Conduct periodic demonstrations for review of existing IVR flows and call routing and their functionality

Implements suitable technology to streamline all internal operations and help optimize their strategic benefits

Manage IVR and queue routing development, QA, testing and report results to management

Accountable for meeting systems infrastructure or operational Service Level Agreements

Responsible for a variety of duties related to planning, administration, decision making, problem solving, strategy, etc., related to Information System policies, processes and procedures

Provide oversight to ensure computer assets are in working condition and maintain records of assets

Information Technology Supervisor

June 2017 - March 2023 (5 years 10 months)

San Diego, California, United States

People Connect (formerly Intelicare Direct) www.peopleconnect.us 06/2017– Present

Network Support Services IT Supervisor San Diego, CA People Connect builds ways to explore, find, and manage information about people.

• Under the CTO's direction, I merged the corporate cloud and communication systems —Intelicare Direct and People Connect.

• As part of the Continuity of Business plan, I created a safe work-from-home network environment before the CoVID-19 pandemics with virtually zero downtime.

• My team renewed the computer equipment and disposed of 100% obsolete devices.

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• I organized, structured, and improved the IT Department during my first year within Intelicare Direct by

o Reduce department costs by 37.5%—better rates negotiated with providers. o I increase the network uptime from 60% to 99.7% with almost zero direct impact on operations by re-engineering the network architecture. o Increasing SaaS utilization by 80%. I automated and trained technical personnel.

o Save 100% on investment by the creation of in-house management systems. Cenyca universidad

Professor

September 2023 - December 2023 (4 months)

Tecate, Baja California, Mexico

Informatica

Intelicare Direct

Supervisor Network Support and Help Desk Services

June 2017 - March 2023 (5 years 10 months)

San Diego, CA

People Connect (formerly Intelicare Direct) www.peopleconnect.us 06/2017– Present

Network Support Services IT Supervisor San Diego, CA People Connect builds ways to explore, find, and manage information about people.

• Under the CTO's direction, I merged the corporate cloud and communication systems —Intelicare Direct and People Connect.

• As part of the Continuity of Business plan, I created a safe work-from-home network environment before the CoVID-19 pandemics with virtually zero downtime.

• My team renewed the computer equipment and disposed of 100% obsolete devices.

• I organized, structured, and improved the IT Department during my first year within Intelicare Direct by

o Reduce department costs by 37.5%—better rates negotiated with providers. o I increase the network uptime from 60% to 99.7% with almost zero direct impact on operations by re-engineering the network architecture. o Increasing SaaS utilization by 80%. I automated and trained technical personnel.

o Save 100% on investment by the creation of in-house management systems. Page 4 of 7

Vazquez Lares y Asociados

Attorney at law

September 2010 - January 2017 (6 years 5 months)

Baja California, México

Legal services buffet based in Tijuana Mexico with more than 30 years of experience in practice for: Corporate, Constitutional, Administrative, Contract, Tort, Property, Equity and trust, Commercial, Common, and Criminal laws.

• Elaboration and/or answering of lawsuits.

• Legal advice.

• Government process and negotiations.

CONALEP

Teacher

April 2014 - January 2016 (1 year 10 months)

Baja California, México

Preparatory Classes Teacher for:

• Application Management for Digital Media.

• Information Management.

• Problem Solving.

• Digital Documents Elaboration (Advanced.)

• Boolean Algebra.

• Civics and Ethics.

Blue Frog Mobile

General Manager Mexico

June 2006 - January 2008 (1 year 8 months)

Tijuana Area, Mexico Seattle, WA

Blue Frog Media Inc is a company provider of media content, broadcast television channels Bulla TV and LATV. Also, premium cellular phone services

—ringtones, wallpapers, games, and chat services.

• I set up Mexico Call Center Operation in one month with 60% of the budget and one week before the projected time.

• I managed the entire operation—Call Center Operations, HR, Accounting, Legal, Facilities, IT, Finance, Customer Service, Text Chat, and Text-to-TV moderation.

• Implemented KPIs, procedures, and reporting tools automation.

• Developed a teamwork philosophy under minimum supervision. Sixbell

Regional Customer Relationship Manager

April 2006 - November 2006 (8 months)

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México, Mexico

Six Bell Nekotec Technologies develops call center solutions—IVR’s, Call center administration applications VoIP and IP based.

• Responsible for Region 1 IVR, VoIP Gateway, Multitenant Call Centre for Telcel, company #1 in mobile telephony (Cellular)

• Coordinate and management of Support, Research and Development departments

• First point of contact with the Executive Team.

• Report directly to Executive Director

Lexicon Marketing

Work Force Management

May 2005 - April 2006 (1 year)

Tijuana, Baja California, Mexico

Lexicon is the developer and marketer of Inglés Sin Barreras, the world's best- seller English learning program, The Disney World of English, and Olympia Cookware.

• Project management and coordination with Mexico and US for IT, Telecom, Call Center, Customer Service, Training, and Operations.

• Responsible for Workforce Management and TV spots coordination with the Media department and TV networks Univision, Telemundo, Telefutura, and Galavision.

• Report to high-level management the business performance.

• Implement the Six Sigma and ISO philosophy on WF, CC, CS, QA, Training, and Operations for process automation.

• Provide training courses on IT infrastructure in Mexico and US. Avaya

Customer Relationship Manager

May 2004 - December 2004 (8 months)

México, Mexico

Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than one million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers, and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large.

• Responsible for all activities related to the Avaya telecommunications equipment in Telvista for Mexico and US operations. Page 6 of 7

• Solve customer care and technical issues in IT & PBX, ACD, CTI, PSTN, and ISP.

• Coordination and management of 4 field engineers and high-level escalation engineers.

• Responsible for all activities related to the Avaya telecommunications equipment in Telvista—Mexico and US.

Mphasis

Project head

November 2002 - May 2004 (1 year 7 months)

Tijuana, Baja California, Mexico

MphasiS is a global IT and BPO services company, which consistently delivers real improvements in business performance for its clients, through a combination of technology know-how, domain, and process expertise. MphasiS' 24/7 global delivery model optimizes cost, enhances productivity, and improves time-to-market

• Set up a new services company on customer service (call center) in Tijuana México

• Implement the Six Sigma work philosophy as the head project and write articles related to corporate magazine

• Work on ISO 9001-2000 certification team

• Coordinate the Safety and Hygiene Committee

• Train people to be Customer Service Executives to provide support related to financial institutions and the philosophies described above. Education

Universidad Autónoma de Baja California

BS. Electronics Engineering, Telecommunications · (2005 - 2009) Universidad Humanitas

Lic. en Derecho, Attorney at Law · (2010 - 2013)

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