Lean Tech

"As you know from my CV, In my experience working at Humanity and Inclusion, I was involved in partner training on system and tool usage. I also handled basic equipment installation, configuration, and maintenance. Additionally, I provided basic support for the IT systems.

"And working as a bilingual customer service agent for Teleperformance at Nordstrom, which is an American luxury department store chain, I handled inquiries to customers via phone, email, and real-time chat related to orders, credits, fraud, and the mobile app. I also helped analyze order logistics using tracking numbers and escalated technical incidents when necessary. So I always made sure to explain things in a clear, friendly, and professional way."

Humanity & Inclusion (HI) is a non-profit organization that works in situations of poverty, exclusion and conflicts. It works alongside people with disabilities and vulnerable populations."

Sure! Working at Humanity and inclusion it comes to mind that there was a time when one of the printers in one of the offices wasn’t working properly, and to fix it, it was necessary to access its configuration via IP, which was linked to a specific email account. It was very important because it was essential to handle documentation, scanning, and fax sending between the offices in Colombia. The system administrator, who had the password, was not available at that moment. So, I took the initiative to learn the entire configuration process in advance. That way, when he returned and gave me the password, I was able to complete the setup quickly and correctly.

working at Teleperfomance. That taught me the importance of being prepared, even if you don’t have everything on hand, so you can act efficiently when the time comes.

A support ticket in Jira is a record used to report and track issues or requests. It contains details like the problem description, priority, status, and who is responsible. The ticket follows a workflow until it’s resolved, helping teams manage and document the support process efficiently."

Un ticket de soporte en Jira es un registro que se utiliza para reportar y hacer seguimiento a problemas o solicitudes. Contiene información como la descripción, prioridad, estado y responsable. Sigue un flujo de trabajo hasta su resolución, facilitando la gestión y documentación del proceso de soporte.

Zendesk is a customer service platform that helps companies manage support tickets, customer interactions, and communications across multiple channels like email, chat, and phone.

Jira, although it can also be used for support (especially with Jira Service Management), is a more general tool for project management and issue tracking."

Mirth Connect is a platform specially designed for the healthcare sector that facilitates data exchange between different information systems. It allows transforming and routing messages in standard formats like HL7, XML, or JSON to share information securely and efficiently among hospitals, laboratories, and other healthcare systems.

Mirth Connect es una plataforma especialmente diseñada para el sector de la salud que facilita el intercambio de datos entre diferentes sistemas de información. Permite transformar y enrutar mensajes en formatos estándar como HL7, XML o JSON para compartir información de forma segura y eficiente entre hospitales, laboratorios y otros sistemas de salud.

SFTP (Secure File Transfer Protocol) is a secure way to transfer files between computers over a network. It uses encryption to protect the data during transfer, so the files can’t be intercepted or read by unauthorized people.

SFTP (Protocolo Seguro de Transferencia de Archivos) es una forma segura de transferir archivos entre computadoras a través de una red. Usa cifrado para proteger los datos durante la transferencia, para que nadie no autorizado pueda interceptar o leer los archivos.

"Snowflake is a cloud-based data storage and analytics platform. It is a modern data warehouse that allows companies to store large volumes of data securely and access it quickly for queries, analysis, and report generation."

Snowflake es una plataforma de almacenamiento y análisis de datos en la nube. Es un data warehouse moderno que permite a las empresas almacenar grandes volúmenes de datos de forma segura y acceder a ellos rápidamente para hacer consultas, análisis y generar reportes.

"Power BI is a business analytics tool developed by Microsoft that allows users to visualize data, share insights, and create interactive reports and dashboards. It connects to various data sources and helps transform raw data into meaningful information for decision-making."

I'm not directly familiar with Zendesk or Jira, but I’m a quick learner. When I started working at Teleperformance, I wasn’t familiar with SaaS tools like Gladly which was the one we used, but I quickly became proficient as I worked. , a SaaS customer service platform focused on continuous conversations. It allowed us to keep the full customer context in one place, manage open and closed tasks, and collaborate with other agents. I understand the key concepts of case management, task assignment, and follow-ups, so So I’m confident that I can pick up any skills I’m missing with the right guidance and practice.

No estoy familiarizado directamente con Zendesk o Jira, pero aprendo rápido. En mi experiencia anterior trabajé con Gladly, una plataforma SaaS de atención al cliente centrada en conversaciones continuas. Esto me permitió mantener el contexto completo del cliente en un solo lugar, gestionar tareas abiertas o cerradas, y colaborar con otros agentes. Estoy familiarizado con los principios de gestión de casos, asignación de tareas y seguimiento, así que estoy seguro de que puedo adaptarme rápidamente a Zendesk y Jira.