Rogelio Salgado
About Rogelio Salgado
Rogelio Salgado is a Senior Product Support Specialist at NEORIS, where he has worked since 2023. He has extensive experience in IT support roles across various companies, including Xerox and Grupo PISA, and has a strong focus on training and knowledge management for support teams.
Current Role at NEORIS
Rogelio Salgado serves as a Senior Product Support Specialist at NEORIS, a position he has held since 2023. He is based in Monterrey, Nuevo León, Mexico. In this role, he is responsible for providing expert support and guidance on product-related issues, ensuring that clients receive effective solutions to their technical challenges.
Previous Experience at NEORIS
Prior to his current role, Rogelio worked at NEORIS in various capacities. He was a Service Desk Support Specialist from 2020 to 2021 and later served as a Supervisor from 2021 to 2023. His experience at NEORIS has contributed to his understanding of support processes and team management within the organization.
Professional Background
Rogelio has a diverse background in IT support and service management. He began his career as a System Administrator at Costco Wholesale from 1994 to 2000. He later held positions at companies such as Grupo PISA, Xerox, and Hexaware Technologies, where he developed his skills in service desk support and technical troubleshooting.
Knowledge Base Management and Training
Rogelio leads the creation and management of the Knowledge Base for Level 2 support technicians. He also produces and conducts training sessions for the Canadian Help Desk Level 1 team, focusing on enhancing their troubleshooting skills. This initiative aims to improve the overall efficiency and effectiveness of the support teams.
Vendor Engagement and Support Operations
In his current role, Rogelio engages with vendors to resolve technical issues proactively, ensuring minimal disruption to services. He also interacts with leadership at the Canada Technology Support Centre to enhance support processes. Additionally, he provides after-hours, overnight, and weekend on-call support to maintain continuous operation of mission-critical environments.