Francis Aaron Hernandez Email & Phone Number

- Conducted thorough analysis of business requirements by facilitating meetings with customers to gather and document detailed project needs, including scopes, limitations, and functional requirements.- Developed comprehensive project documentation, including field mappings, flowcharts, static and dynamic lookup tables, and estimates for implementation efforts, ensuring clarity and alignment between stakeholders.- Collaborated closely with cross-functional teams to ensure timely project delivery, aligning business objectives with technical solutions throughout the implementation process.- Analyzed and resolved integration issues, providing root cause analysis, actionable recommendations, and timelines for potential enhancements to optimize business processes.

- Designs, develops, and maintains integration solutions, primarily on eCommerce platforms, using Celigo iPaaS to ensure seamless data flow and system functionality.- Collaborates closely with project managers to define project timelines, milestones, and deliverables, ensuring that integration solutions meet business requirements and are implemented on schedule.- Proactively resolves integration errors, working within project timelines to provide detailed reports to customers, including root-cause analysis, step-by-step solutions, and recommendations for best practices to enhance system performance.

Philippines

- Provides first-line technical support for Celigo connector across various eCommerce platforms, including Amazon, BigCommerce, eBay, Magento, Shopify, and Walmart, ensuring smooth integration and issue resolution.- Facilitates customer meetings to understand and address ongoing technical issues, offering resolutions and recommendations to improve integration performance.- Collaborates with Celigo’s engineering and services teams to escalate complex issues and communicate feature requests, ensuring swift problem resolution and alignment with customer needs.- Delivers training sessions for newly hired Celigo Technical Support Representatives, helping them develop the skills and knowledge needed to provide high-quality customer support.- Continuously enhances proficiency in Celigo integration solutions by acquiring certifications on Celigo integrator.io and staying up to date with the latest platform features and best practices.

Philippines

- Provides technical support for SAP Concur and NetSuite integrations, ensuring seamless data transfer of financial postings between Concur and client ERPs which includes vendor bills, AP invoices and expense reports.- Supports and troubleshoots integration issues between SAP Concur and SAP, utilizing native SAP integration tools to resolve issues related to expense report postings, cost object imports, and employee data imports.- Leverages Dell Boomi (AtomSphere) for troubleshooting connectivity, data transformation, and posting issues, ensuring smooth operation and data flow across systems.- Trains new hires on SAP Concur and NetSuite integration processes, equipping them with the knowledge and skills to effectively support clients and resolve technical issues.

Philippines

- Provides expert guidance on the installation, configuration, and troubleshooting of Sophos products on Windows Desktop and Server operating systems, offering support via phone, email, and remote desktop.- Delivers comprehensive malware troubleshooting and resolution, including virus removal on enterprise servers, utilizing advanced tools and techniques such as in-depth software log analysis, case monitoring, and malware sample analysis to ensure system security.

Philippines

- Conducts thorough investigations of newly created and reported malicious websites, phishing email links, and websites hosting downloadable files, utilizing advanced techniques to assess and mitigate threats.- Handles website reclassification requests from internal and external sources, ensuring accurate categorization and maintaining security standards.- Collaborates with Trend Micro core technologies, including File Reputation Services and Email Reputation Services, to enhance threat detection and ensure comprehensive protection across web and email channels.

Philippines

- Provides guidance on the installation and configuration of Trend Micro products, ensuring optimal system performance and security for users. - Provides expert technical support and troubleshooting for a diverse range of issues related to the use of Trend Micro products, including malware detection, outbreak reports, and resolution of false-positive/false-negative detections.- Conducts in-depth malware troubleshooting, offering guidance on threat mitigation and system protection for end users.- Participates in Beta testing of Trend Micro software to identify potential issues and improve product performance.- Develops and maintains comprehensive Knowledge Base articles, technical documentation, and support cases for both internal teams and customers, addressing common support issues and inquiries.- Regularly updates and enhances Knowledge Base content by identifying gaps through website search analysis and customer feedback, ensuring the accuracy and usefulness of technical resources.