John Kuiper Email & Phone Number

Doing Data Analysis for Google

San Francisco, California, Us

Provided the Technical support for the majority of U4B line of products. Implemented new procedures for generating customer invoicing to improve the time line from months to weeks for those being manually processed. Wrote or improved many Runbooks as how to guides for various operations. Introduced better ways of analyzing data through use of Excel and Pivot table to triage and trouble shoot large data issues. Worked with Engineering, Ops commanders, Field and Implementation teams.• Ensured all tickets were fully resolved to ensure each customer there in represented, had their individual issues resolved.• Trained upcoming Support team in our methodology of trouble shooting and resolving issue and maintaining proper documentation in Jira.• Worked on several cost avoidance issues to promote Uber’s ROI’s.

Toronto, On, Ca

Provided sole Customer Technical support for OneSource State Apportionment (OSA) product along with Income tax (OIT) and international transfer pricing (BAM). Implemented new installations of OSA for internal and external customers. Worked with Engineering Sales, Field, and Implementation teams. Wrote and maintained custom customer data conversion scripts. Updated scripts for new ETL code upgrades.• Ensured all systems were up-to-date by performing OSA software releases and implementing new customers. • Facilitated onboarding process by providing OSA training to frontline support staff.• Avoided service interruptions by maintaining multiple system operations, including DB, Tomcat, and Load Balancing.• Enabled automated data transformation by writing and maintaining custom customer-specific Pentaho’s Kettle {Spoon, ETL (extract, transform, load}) scripts for importing and exporting data processing.

Provided Technical Services and Customer Support for tax product lines (STX, AMS, GPM). Maintained operation of all in-house systems and Oracle databases. Converted customer data from older applications.• Ensured database functionality and access by properly maintained Oracle database.• Ensured operation of all customer-facing in-house SaaS systems.

Campbell, Ca, Us

Provided Technical support for Cenzic’s Hailstorm’s database and network penetration testing and scanning services. • Resolved technical issues promptly while overseeing interfacing between Engineering and Customer vulnerability scanning technical issues. • Met specific customer support tracking requirements by implementing and modifying SalesForce.

Served as liaison between Card Program Managers, banks, and debit card processors to set up and project manage ATM, VISA, and MasterCard programs for consumer and retail debit card company. Handled all Customer support issues.• Resolved support issues and provided problem resolution for Card Program clients by serving as the customer advocate.• Ensured readability and usability of QA software, user interfaces, and documentation.• Ensure credit card company encryption requirements while directing and coordinating functions of offshore engineering team.

Managed teams of ~6 testers, programmers and support engineers both locally and offshore. Conducted quality testing and customer support for Trade Accountant and Translation Gateway. Handled customer phone and email queries. Wrote conversion code to extract Tax Returns from source applications to be loaded in the target application.• Verified product functionality by writing and running test cases to prove out products.• Enhanced end user's understanding of new products by writing technical help documentation for inclusion with a product. • Facilitated the use of new tax preparation software used by CPAs by writing and testing database conversion programs.

Redwood City, California, Us

Round Rock, Texas, Us

Bsee, Computer Science

Engineering