Juan Felipe Hernández
Customer Support Specialist I
Professional profile
Informatics Engineering student with experience in SaaS support , SQL-based troubleshooting , data validation , and U.S. business operations . Bilingual in Spanish and English , skilled in Python , SQL Server , technical documentation , and process improvement
Work experience
Troubleshot application, configuration, data, and store-level incidents. Investigated production issues using SQL Server and logs. Owned ticket triage and escalations across teams.
Major achievementProvided Tier 1 technical support for enterprise SaaS, troubleshooting with SQL Server, SSMS, Datadog, KNIME, Zendesk. Created user manuals and training in English and Spanish.
Organized and validated client and operational data, coordinated with customers and teams to resolve documentation issues and improve processes.
Major achievementManaged permits, company formation, and regulatory compliance for U.S. trucking. Improved process flow and resolved documentation issues.
Worked on web development projects using React, Node.js, MongoDB, SQL, and Git.
Major achievementDeveloped web functionality with React, Node.js, MongoDB, SQL. Built reusable components and used Git in agile team.
Education experience
Platzi | Bootcamp
