Farid Azuara
@faridazuara
Technical support professional at Salesloft who built a case desk and troubleshooting assistant.
MexicoWhat I'm looking for
At Salesloft, I diagnosed complex cases across the Salesloft SaaS platform and Salesforce, HubSpot, and Microsoft Dynamics integrations. I reviewed API requests and browser network logs to investigate issues, then translated CRM sync and automation behavior into clear customer guidance.
I built a case desk for researching customer information and a troubleshooting assistant to support case investigations. I also reported product bugs through detailed tickets and updated customer-facing and internal documentation.
At CompuCom, I provided first-line support for hardware, software, and connectivity incidents. I improved documentation and processes to reduce average ticket resolution time by 20%, and authored knowledge base articles that supported user self-service.
Experience
Work history, roles, and key accomplishments
Identified and reported product bugs through detailed tickets, collaborating with engineering and product teams to escalate and resolve complex issues. Diagnosed and resolved 70+ complex cases per week across CRM integrations and the Salesloft SaaS platform.
Service Desk I
CompuCom
Jul 2024 - Aug 2025 (1 year 1 month)
Categorized, documented, and escalated tickets in ServiceNow by severity and complexity, keeping response times efficient. Delivered first-line technical support by chat, email, phone, and screen share on a shift-based schedule.
Education
Degrees, certifications, and relevant coursework
Instituto Tecnológico Superior de Poza Rica
Bachelor of Engineering, Nanotechnology Engineering
Bachelor of Nanotechnology Engineering degree from Instituto Tecnológico Superior de Poza Rica, completed in 2023.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Salary expectations
Social media
Skills
Interested in hiring Farid?
You can contact Farid and 600K+ other talented remote workers on Himalayas.
Message FaridGet matched with your dream remote job
Sign up now and join over 1,000,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
