Jonathan Castrillon Email & Phone Number

Bogotá, Capital District, Colombia

- Writes articles, essays, research papers, presentations, and other content to enhance client projects.- Delivers high-quality materials within strict deadlines after researching complex topics, including technology, business, science, and healthcare.- Adapts to diverse writing requirements, from technical documents requiring APA or MLA styles to SEO-friendly articles for websites and marketing content.Tools used: Word, PowerPoint, Photoshop, Illustrator, Google Scholar, LMS tools (Blackboard, Talent, iSpring, etc.)

Bogotá, Capital District, Colombia

- Managed the sales and RFP pipeline for a large corporation offering B2B BPO and managed IT services, collaborating with solution architecture, staffing, and sales experts to devise customized technology solutions at competitive prices.- Wrote content on B2B infrastructure including telephony, connectivity, IT, and disaster recovery to support RFP bids. Advised BPO projects on workforce management and reporting software.- Crafted SEO-friendly content and promotional materials without grammar or redaction errors, using a persuasive, enjoyable flow for readers. Optimized content metadata and performed SEO audits to grow online traffic.- Tracked leads via Pipedrive CRM. Directly followed up with client executives regarding onboarding and service integration processes.Tools used: Responsive (formerly RFPIO), Canva, Visio, Word, Adobe Reader, WordPress, AI tools, Nitro Pro, Adobe Suite, Pipedrive, ClickUp.

Bogotá, Capital District, Colombia

- Crafted presentations, articles, and coursebooks used by NICE trainers and customers to learn software applications supporting workforce management, reporting, call recordings, and other processes. - Applied his IT background to research complex SaaS processes and cater to the desired audience. Demonstrated excellent time management and attention to detail, delivering error-free materials within minimal timeframes.- Developed SEO strategies to optimize search rankings, organic traffic, keywords, and site content. Reviewed HTML and CSS to ensure a proper viewing experience on all devices.- Leveraged AI and video editing tools to produce courses covering vast topics. Collaborated with managers and developers to document product updates and identify gaps in the existing library. Used Blackboard and Confluence to manage content delivery.- Led monthly meetings with over 50 employees regarding updates from developers and instructional designers on new product releases and learning materials.Tools used: NICE WFM, NICE NPM, Microsoft Azure, Confluence, PowerPoint, Adobe Premiere, JIRA, ServiceNow, WebEx, WordPress, Google Analytics, Word, Nitro Pro.

Bogotá, Capital District, Colombia

- Trained Fortune 500 companies on the world's leading Workforce Management software, customized sessions to their setups, and designed hands-on exercises to solidify the learning experience.- Mastered multiple SaaS solutions and showcased top-notch public speaking to explain complex topics in simple terms and cater the sessions to the audience's technical level.- Able to personally connect with clients beyond the learning process, facilitating communication and contributing to overall project success.Tools used: VMWare, Amazon Web Services (AWS), RDP (Remote Desktop), PowerShell, NICE WFM, NICE NPM, WebEx, PowerPoint, Nitro Pro.

Remote

- Managed IT for half a dozen clients including cybersecurity, server maintenance, domains, database administration, disaster recovery, and technical support.- Guaranteed 27/7 antivirus coverage, server uptime, and domain policy compliance customized to every client, using VMWare, PowerShell, and Linux.- Oversaw the overall health of databases and storage infrastructure through periodic backups and automated system reporting.- Advised the response to outages, malicious attacks, equipment issues, and helpdesk requests.Tools used: Microsoft SQL, Kaspersky, VMware, PowerShell, Carbonite, RDP (Remote Desktop), ZenDesk, Windows Server, Active Directory, user hardware (printers, routers, phones).

Bogotá, Capital District, Colombia

- Assisted worldwide enterprise customers with the setup and use of Google Workspace including domains, Gmail, Docs, Hangouts, Sheets, Forms, and more.- Guided clients transferring domains to Google Cloud hosting, migrating Active Directory, configuring email at the domain level (MX records), and performing troubleshooting for integration issues.- Advised clients on SEO optimization and site layout using Google Search Console, Google Analytics, and HTML/CSS reviews.- Connected with technical and administrative clients in English and Spanish, displaying notable problem-solving skills and case resolution metrics.Tools used: Google Workspace, Salesforce, Domain Registrars, Active Directory, Google Admin Toolbox.

Bogotá, Capital District, Colombia

- Wrote SEO-friendly content for a network of websites aimed at designers and creative professionals. Developed successful Google Ads campaigns to boost organic traffic and drive growth.- Deployed content via WordPress, confirming the desired viewing experience for HTML/CSS templates. Managed multiple social media channels and email support accounts.- Tracked organic traffic, CTR, keywords, backlinks, domain authority, and pages through Google Analytics and Semrush. Developed ad campaigns alongside the CEO using the allocated marketing budget, increasing traffic during key seasons.Tools used: WordPress, Docs, Google Analytics, Semrush, Sublime (CSS).

Bogotá, Capital District, Colombia

- Provided technical support and customer service for Fortune 500 companies including AT&T, Comcast, Sprint, and Sears.- Directly assisted customers with requests regarding telecommunications, technology, billing, and insurance, leveraging an advanced English level to lead Handle Time and Call Resolution metrics.- Used multiple CRM and helpdesk applications including Salesforce, HubSpot, ZenDesk, and JIRA to optimize case response times and track leads. Tools used: Salesforce, HubSpot, ZenDesk, JIRA, VoIP, Avaya, Confluence, ClickUp.

Fullstack Technical Writer Certification, Professional, Technical, Business, And Scientific Writing

English Speaking Level Test - C1+, English Language And Literature, General, C1+

Google Workspace Certified Administrator, Information Technology

Bachelor'S Degree, Communication, Journalism, And Related Programs

Photography And Video, Film/Video And Photographic Arts

- Deep understanding of digital and analog photographic equipment - Heavy use of Adobe Photoshop for image editing and Illustrator.