Nicolas Perez Borda
@nicolasperezborda
I’m a bilingual SaaS & ERP Technical Support Specialist who resolves SQL-driven issues fast and prevents recurring workflow failures.
ColombiaWhat I'm looking for
I’m a bilingual (English C2 / Spanish) Technical Support Specialist focused on keeping SaaS platforms running reliably in high-volume, real-world environments. I go beyond resolving tickets by identifying root causes and improving system reliability.
Most recently, I supported a METRC-integrated SaaS ERP platform used across the U.S. cannabis supply chain, managing 20–40 daily support cases across chat, email, and inbound/outbound phone. I troubleshot SQL query issues, backend data inconsistencies, and workflow failures—consistently exceeding KPIs with >99% CSAT, ~2-minute first response time, and ~1.5-hour resolution time.
I partner closely with Product and Engineering teams to translate customer problems into actionable bug reports, product feedback, and process improvements. I also contribute to documentation and self-service resources to reduce ticket volume and improve the user experience.
Previously, I worked at Nestlé supporting internal systems and building workflow automations using Power Apps and Power Automate, while debugging incidents and managing the incident lifecycle via Jira for strict SLA compliance. Earlier experience includes Power Apps / IT support and logistics operations, which strengthened my accountability, communication, and process-optimization mindset.
Experience
Work history, roles, and key accomplishments
-Delivered technical support for a METRC-integrated SaaS ERP platform supporting the U.S. cannabis supply chain
-Managed and resolved 20–40 daily support cases across chat, phone, and video in a high-volume environment
-Consistently exceeded KPIs: >98% CSAT (vs 95% target), ~2 min first response (vs <4 min), ~1.5h resolution time (vs ~4h)
-Diagnosed and resolved issues using SQL queries, platform
Engineered internal business solutions utilizing Microsoft Power Apps, writing custom logic to automate database workflows and improve internal enterprise efficiency. Debugged and resolved technical incidents across corporate systems, managing the incident lifecycle via Jira to ensure strict SLA compliance and rapid root cause resolution. Executed remote and on-site troubleshooting for enterprise
Developed and maintained Power Apps solutions to improve internal process efficiency and usability, supporting with Power Automate. Provided on-site and remote IT support, maintained and troubleshot hardware/AV systems, and collaborated with cross-functional teams to resolve technical incidents.
- Developed and maintained Power Apps solutions that improved internal process (power Automate) efficiency and usability.
- Provided on-site and remote IT support, reducing downtime and ensuring business continuity.
- Maintained and troubleshot hardware and AV systems in corporate environments.
- Collaborated with cross-functional teams to resolve technical incidents efficiently.
- Implemented process optimization strategies that contributed to a 2% increase in annual revenue.
- Improved delivery efficiency and reduced delays through enhanced database management and communication processes.
- Strengthened client relationships by ensuring consistent and reliable logistics operations.
I designed personalized schedules and calendars for each client, resulting in a significant improvement in their gaming performance, particularly in the competitive MOBA market of League of Legends. My results-oriented approach helped build strong relationships with clients and enhance Proguides' reputation as a leader in video game coaching.
Education
Degrees, certifications, and relevant coursework
Servicio Nacional de Aprendizaje (SENA)
Technical Degree in System Analysis and Development, Computer Software Engineering
2022 - 2024
Studied Software Analysis and Development with a strong focus on full-stack development and application design. Gained hands-on experience building web applications using PHP, SQL, HTML, and CSS, along with foundational knowledge in Java.
As part of the program, collaborated on a full-stack project designed for a real business use case, which involved managing customer data and generating billing
Universidad ECCI
modern languages, Formación de profesorado en idiomas extranjeros
2012 - 2015
Advance english skills and communication towards business success
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Social media
Job categories
Skills
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