Juan José Zapata Botero

Help Desk Support Specialist

Tesys Networks

May 2025 - Sep 2025 (5 months)

As a Help Desk Support Specialist, I provided exceptional IT support to end-users, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction. I was responsible for thorough documentation of support processes and solutions, which enhanced knowledge sharing within the team. Additionally, I redesigned the partner onboarding workflow, leveraging my skills in robotic process automation (RPA) to reduce integration time by 28%. I also built advanced dashboards for service desk analytics, which increased incident visibility by 35%, allowing for more efficient tracking and management of support requests.

Customer Succes Associate

Fygaro

Mar 2023 - Apr 2023 (2 months)

As a Customer Success Associate, I was dedicated to ensuring client satisfaction and fostering long-term relationships. My responsibilities included providing comprehensive IT support and maintaining detailed documentation to enhance service delivery. I utilized my skills in robotic process automation (RPA) to streamline IT documentation management, which significantly boosted information retrieval speed by 30%. Additionally, I identified gaps in support processes and proposed practical improvements, which contributed to enhanced performance and a more efficient customer support experience.

IT Service Desk Specialist

SOFTTEK

Nov 2022 - Apr 2024 (1 year 6 months)

As an IT Service Desk Specialist, I provided technical support and user assistance for platform-related issues and operating systems, focusing on efficient incident resolution and optimizing the overall user experience. My role involved delivering remote support and managing user accounts through Microsoft 365 administration, Windows Server, and Active Directory (AD). I also ensured effective network management and maintained comprehensive documentation to streamline IT support processes. Additionally, I implemented robotic process automation (RPA) to minimize manual effort and accelerate repetitive tasks, enhancing the efficiency of our service desk operations and allowing the team to focus on more complex user needs.

Customer Experience & Helpdesk Representative

Teleperformance Colombia

Feb 2021 - Mar 2023 (2 years 2 months)

As a Customer Experience & Helpdesk Representative, I provided exceptional multichannel customer support through chat and calls, delivering both L1 and L2 helpdesk solutions while effectively utilizing ticketing tools. I created detailed reports using Google Sheets and Excel to track performance metrics and enhance service delivery. Additionally, I designed and led staff training initiatives that improved technical response efficiency by 18%, ensuring that the team was well-equipped to handle customer inquiries. I also coordinated cross-functional support improvements, which resulted in a 27% increase in overall service desk satisfaction, demonstrating my commitment to enhancing the customer experience and optimizing support processes.

P

Partner Onboarding Expert

I led the onboarding of new business partners to a company, managing and leading prospecting projects, activation, and document coordination through calls, emails, and digital tools.

Juan José Zapata Botero

About

Detail

Timeline

Résumé