Edwin Junior Mendoza Mejia
San Pedro Sula
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives, contributing to organizational growth and success.
Overview
11
11
years of professional experience
Work History
Systems Engineer
Sentry Computing Systems
11.2024 - 12.2027
- Provided end-to-end technical support to users, resolving complex issues related to Microsoft Office 365 applications and services
- Monitored and optimized the health and performance of the Office 365 environment to ensure operational efficiency
- Collaborated with IT team members to streamline workflows and maintain seamless operations
- Managed user accounts by creating, modifying, and deleting accounts as needed across Exchange, SharePoint, and OneDrive platforms
- Ensured the efficient setup, permissions management, and troubleshooting of Exchange mailboxes, SharePoint sites, and OneDrive accounts
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
Social Media VA
Modern Sapien Fitness LLC
07.2022 - 10.2024
- Generated targeted leads across Instagram, TikTok, and Facebook, increasing lead acquisition by 40% through personalized outreach and CRM strategies.
Managed direct sales conversations, customer inquiries, and objections across social platforms, responding to an average of 100+ inquiries daily and maintaining detailed CRM records for over 400 leads.
Implemented pay-per-click campaigns that boosted website traffic by 25% and increased conversions by 15% within the first three months.
Managed search engine marketing budgets, growing the business from $5,000 to $20,000 per month, successfully tracking and optimizing campaign performance to achieve significant revenue growth.
Quality Assurance (QA) Sales Analyst
Zero Variance
09.2020 - 07.2023
- Designed and executed over 50 test plans, improving CRM and sales tool functionality, which led to a reduction in user-reported issues.
- Conducted manual and automated testing on more than 100 features, identifying and resolving defects, resulting in a noticeable improvement in system performance.
- Recommended enhancements to software and sales scripts, leading to increased sales team efficiency and a measurable improvement in customer satisfaction scores.
- Trained 25+ team members across locations in India, Canada, and Barranquilla, Colombia, on updated tools and systems to ensure seamless adoption.
- Played an integral role in new product launches by conducting thorough market research and providing actionable insights that led to increased product adoption within the first quarter.
Support Analyst (Remote)
Minted (US-Based)
09.2021 - 05.2022
- Delivered timely resolutions for approximately 50+ customer inquiries daily across email, live chat, and phone.
- Managed over 100 orders weekly, handling shipping inquiries and escalations to ensure high satisfaction.
- Coordinated with marketing, operations, and artist support teams to resolve more than 75 customer issues each month, ensuring swift resolution.
- Addressed and resolved over 150 support issues monthly, consistently maintaining customer satisfaction by providing prompt responses.
Video Game & Tech Support Specialist (Remote)
5CA (US-Based)
06.2020 - 09.2021
- Diagnosed and resolved over 200 technical issues per week for gamers using Windows and macOS platforms.
Contributed to a knowledge base with more than 100 troubleshooting articles, improving efficiency for both internal and external users.
Implemented cybersecurity protocols for over 500 gaming accounts, ensuring secure gaming environments.
Maintained detailed documentation of over 1,500 support interactions, enabling quicker resolution of recurring issues and streamlining team knowledge-sharing processes.
Customer Support
Concentrix (Callcenter)
06.2019 - 03.2020
- Analyzed and resolved over 40 customer issues daily, providing innovative solutions to enhance user experiences.
- Gathered actionable feedback from 100+ customers each week and collaborated with product teams to drive improvements.
- Addressed and resolved more than 150 technical support issues per month, ensuring client satisfaction with prompt and effective responses.
- Managed high-pressure situations, de-escalating an average of 10+ conflicts per week while maintaining excellent customer support.
Tech Support
Allied Global (Callcenter)
03.2017 - 03.2019
- Resolved over 30 technical issues daily through detailed troubleshooting, collaborating with cross-functional teams for quick resolution.
- Documented more than 200 cases per month in CRM systems, consistently meeting resolution time metrics and ensuring high satisfaction rates.
- Implemented a structured ticketing system that reduced response times by 25% and increased productivity within the IT department.
- Contributed to the creation of over 10 user-friendly tech support resources, significantly improving overall user experience and satisfaction.
Education
Computer Engineering -
Centro Universitario Tecnologico (CEUTEC)
San Pedro Sula, Honduras11-2025
High School -
MHOTIVO Bilingual Institute
San Pedro Sula, Honduras09.2014
Preschool-Elementary -
MHOTIVO Bilingual Institute
San Pedro Sula, Honduras09.2008
Skills
- Proficient in customer relationship management (CRM) tools
- Conflict resolution and customer satisfaction strategies
- Lead nurturing and follow-up processes
- Team collaboration and cross-functional support
- Expertise in lead generation and personalized outreach
- Conversion optimization and sales data analysis
- Cold calling and social selling
- Sales funnel management and brand management
- Troubleshooting and user support for hardware and software
- Microsoft Exchange and cloud services management
- Helpdesk operations and technical support
- Technical documentation, reporting, and regulatory compliance
- Team training, leadership, and relationship building
- Decision-making and attention to detail
- Organizational skills and time management
- Written communication and technical guidance
References
Available upon request.
Timeline
Systems Engineer
Sentry Computing Systems
11.2024 - 12.2027
Social Media VA
Modern Sapien Fitness LLC
07.2022 - 10.2024
Support Analyst (Remote)
Minted (US-Based)
09.2021 - 05.2022
Quality Assurance (QA) Sales Analyst
Zero Variance
09.2020 - 07.2023
Video Game & Tech Support Specialist (Remote)
5CA (US-Based)
06.2020 - 09.2021
Customer Support
Concentrix (Callcenter)
06.2019 - 03.2020
Tech Support
Allied Global (Callcenter)
03.2017 - 03.2019
Computer Engineering -
Centro Universitario Tecnologico (CEUTEC)
High School -
MHOTIVO Bilingual Institute
Preschool-Elementary -
MHOTIVO Bilingual Institute
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