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 [email protected] +503 6275-8908 WhatsApp

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. Currently building hands-on skills in Google Cloud, Linux and networking fundamentals through structured study and lab practice. 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.
Troubleshot and restored the company's Cloudflare Pages sites: verified CNAME records, reconnected the apex and www custom domains and redeployed the site.
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.
Managed agent check-in/check-out with biometric access control (fingerprint and facial recognition) integrated into Hikvision iVMS-4200.
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 (SQLite), Cloudflare Access (policies, one-time PIN), HTML, web app deployment; Google Cloud fundamentals

Linux

Ubuntu/Debian CLI, file and directory management, permissions (chmod), users and groups, sudo, apt, network troubleshooting tools

macOS

Recovered a FileVault-locked MacBook Pro: erased the disk, reinstalled macOS Sequoia from Recovery and set up FileVault with Apple Account unlock; Activation Lock and iCloud Keychain basics

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 & Access

Hikvision iVMS-4200, Digital Watchdog, Uniview EZStation, IP cameras, video walls, biometric access control (fingerprint, facial recognition)

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

Technical Training & Labs

Fundamentals and lab practice (2026). Conceptual knowledge plus hands-on labs; not production experience unless stated in Work Experience.

Google Cloud fundamentals

IaaS, PaaS and SaaS; resource hierarchy (organization, folders, projects) and IAM (roles, service accounts, least privilege); Compute Engine, Cloud Storage classes, App Engine, Cloud Functions, Cloud Run, Kubernetes/GKE basics.

Google Cloud networking

VPC networks and subnets, firewall rules (ingress/egress, priority, network tags), VPC peering, Cloud NAT and load balancing concepts.

Databases

Relational vs. non-relational; Cloud SQL, Spanner, Firestore, Bigtable, BigQuery (analytics warehouse) and Memorystore (in-memory) concepts; basic SQL.

Linux (hands-on)

Practice in Google Cloud Shell and on Ubuntu running from a USB drive: navigation, files, redirection, permissions (numeric chmod), useradd/userdel, sudo vs. su, Debian vs. Red Hat families, and network tools (ip, ping, traceroute, dig, ss, curl, tcpdump).

Networking fundamentals

OSI and TCP/IP models with PDUs per layer, encapsulation, TCP vs. UDP, common ports, IPv4 addressing (public vs. private), CIDR subnetting, DHCP, ARP, ICMP, APIPA and VLANs.

NOC operations

Monitoring and alert triage, incident lifecycle (detect, verify, ticket, diagnose, resolve or escalate), SLAs, false positives and shift handover.

Programming logic

Variables, data types, conditionals, loops and functions; REST APIs and the HTTP client-server model.

Home lab (in progress)

Planned Linux home lab on a spare PC and a private Google Cloud lab to practice compute, storage, databases and networking.

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)