Angelo Pelaez

Experienced Systems Administrator and Salesforce Administrator with over 10 years of experience in technical support, cloud platforms, and enterprise system administration. Skilled in Salesforce configuration, CRM automation, user management, and system integrations. Proven ability to support global teams, improve operational workflows, and deliver high-quality technical support across Salesforce, Microsoft 365, and cloud-based environments.

Systems Administrator at Infinity Group US

(2022-12 – 2026-03)

Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring. Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.

• Managed enterprise system platforms including Salesforce, Zoom, PDF Butler, ZoomInfo, and internal tools
• Administered Salesforce CRM environment for business operations
• Led onboarding/offboarding, including user setup, permissions, and system access
• Delivered employee training on system platforms
• Developed and maintained SOP documentation
• Provided ongoing technical support and system troubleshooting
• Collaborated with vendors on system improvements and implementations

Salesforce Administrator at Cognizant

(2021-04 – 2022-12)

• Managed Salesforce users, roles, profiles, and permissions
• Configured workflows, process builders, assignment rules, and approvals
• Maintained fields, page layouts, record types, and custom settings
• Provided support and resolved issues within SLA timelines
• Conducted client meetings to gather requirements and troubleshoot issues
• Created technical documentation and contributed to knowledge base

Support Ambassador – Microsoft Office 365 at Rhipe Philippines

(2019-05 – 2021-04)

• Provided support via phone, email, chat, and remote tools
• Assisted with installation and troubleshooting of Microsoft 365
• Performed root cause analysis for technical issues
• Maintained accurate documentation and case records
• Collaborated with internal teams for issue resolution

SME / Tier 2 Technical Support Engineer at TELUS International Philippines

(2017-11 – 2019-05)

• Supported Google Maps Platform technical and billing issues
• Handled escalations and assisted Tier 1 teams
• Updated processes and knowledge base articles
• Provided support for Google Cloud Platform and billing concerns

Technical Escalation Engineer (Level 2) at Convergys

(2013-11 – 2017-10)

Mentored junior engineers, improving their problem-solving abilities and overall productivity. Analyzed trends in escalations data to identify recurring issues and initiate preventative measures. Supported sales teams by offering technical insights during pre-sales discussions with prospective clients where appropriate. Championed a culture of continuous improvement within the team, leading process optimization initiatives that increased efficiency levels.

Diploma in Information Technology – STI College Lucena