Juan Pablo Vergara

As part of the FormPiper team, the responsibilities are:

- Troubleshoot reported issues when using FormPiper by the merchants or applicants.
- Go over unmapped errors and report to the Product team for the developers to map them.
- Create tickets and API reports for management.
- Designed and implemented AI-assisted workflow automations to improve operational efficiency and reduce repetitive supp

- Leveraged AI-assisted content generation to accelerate the creation of technical documentation and knowledge base articles.
- Used AI tools for video-to-text extraction, documentation standardization, and content review.
- Applied AI-assisted grammar, clarity, and consistency reviews across customer-facing and internal documentation.
- Make flowchart diagrams from different user journeys.
- Tool

- Provide great customer experience to all users.
- Resolve product or service problems by clarifying customer feedback and inquiries, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
- Refer to internal databases or external resources to provide accurate solutions.
- Research and implement solutions to te

As part of a new product (Envio360) at Advent Intermodal, the tasks are:
- Build the Power BI dashboard from the data stored on the Azure SQL server.
- Build the automation using Power Automate for proactive monitoring.
- Create different SQL queries and add them to Power BI for different monitoring purposes.
- Use CosmosDB to obtain data from the general source of information.
- Run basic Kusto q

Helpdesk roll

- Help the users with their hardware issues that can be solved by guiding them using communication tools such as emails, phone calls or chats.
- Troubleshoot software issues related to the company approved apps.
- Manage group of accesses using whether Azure Active Directory or O365 Admin
center.
- Help with the device compliance audit.
- Assign licenses and install software on the

As one of the pioneers of the role, the main tasks are:
- Diagnose, troubleshoot, and identify solutions to reported problems.
- Identify potential code bugs (using tools such as Kibana, Postman, Snowflake and some others) and escalating to the appropriate Technical Support Specialist or development teams
- Maintain prompt, ongoing, and accurate communications to customers and 3rd party stakeholde

- Named as GameChanger at UPS around the globe.
- Build and maintain the systems on the new company's site.
- Achieved the complete migration of users to homeoffice during COVID-19.
- Improved procedures such as reinserting workstations to the domain, creating scripts for installation automation and more.
- Create the phone extension mapping and scans of devices connected to the network
- Deploy

- Research all related data to the customers that send payments with or without payment details.

- Used all the tools needed such as Google, People finders and the company's tools in order to correctly apply the transactions.

- Give technical support to landline services and mobile services.
- Schedule technical rendezvous, send equipment via courier.
- Inform the customer about their forfeit and its conditions, upgrade, downgrade or suspend their tariffs according to the customer’s request.

- Program websites under HTML5.
- Modify PHP5 coding.
- Design website interfaces using Photoshop.
- Take photos of customer's products.
- Deal with customers.
- Supervise a group of four.