Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Hobbies and Interests
Timeline
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Fabio Zelarayan

Fabio Zelarayan

Temperley,B

Summary

As an eager learner, I'm interested in a position inside a challenging and innovative company, utilizing acquired abilities through my education and experience, developing concepts and applying new tools and technologies.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Technical Implementation Analyst

JPMorgan Chase & Co
11.2022 - Current
  • Standard internet protocols troubleshooting (AS2, sFTP), File Signing & Encryption, Logs inspection
  • Support on technical onboarding/business, testing & system integration for treasury products implementations
  • Incident monitoring , requests scoping & internal/external client support
  • File types validation & Integration for treasury products
  • Monitor tasks queues dedicated, responding to tickets by severity and in accordance with agreed-upon SLAs.

Customer Success | Second Line Support

BLOCKCHAIN.COM
01.2022 - 07.2022
  • Users assistance facing particularly complex issues for retails products including lost crypto issues, bad fills txns troubleshooting, lost&misplaced funds (including reimbursement/refund processes, APIs specifications with JSON reviews and HTTP response codes for txns
  • ACH payments reviews for US customer
  • Private Key Wallet concerns and Bugs reports from users
  • High-profile customers are normally handled and includes social media complains + app store reviews, making focus on solving problems that need in-depth knowledge, handling escalations with difficult customers and technical queries.Ramp-up process included solid training sessions focused on the internal escalation flows using Zendesk and main tool for generalist and everyday support issues, FAQs, common difficulties, and time-sensitive queries
  • Payments issues for both Fiat & Crypto are normally considered
  • Security concerns includes : compromised trading wallets, KYC (Know Your Client) troubleshooting , 2FA concerns, personal data update.

Sr Consultant, Support Operations

ELEMENTUM
09.2021 - 12.2021
  • This role helped the team to be more productive, work more effectively, and deliver better service working with other CX teams to develop tools and processes to improve the provided service to customers, focusing on automation and bringing to the Service Center as much resolution capabilities as possible
  • Interacts with R&D and Product on prioritizing resolution of bugs and requests; being the voice of customers from a Service Center perspective
  • It included:
  • Own DataQuality activities such as distribution of reports to customers being the point of contact with the customers for follow-up sessions as well and data monitoring issues supported by Tableau software and MySQL
  • Web-scrapping projects: Leading the DataQuality validation activities as functional member as well as creating functional document & definitions for its implementation with other teams
  • Data integration : Keeping AS2 connections of trading partners stable (i.e
  • AS2 Certificate Renewals) through Boomi AtomSphere integration Platform for B2B EDI integrations
  • Analyzing Service Center workflows and processes; suggesting on improving efficiency and effectiveness
  • Improving the existing processes and developing new ones; putting a lot of focus on automations
  • Working closely with P r
  • D u c t team in order to to understand and give input into product changes/updates relating to the service center team.Manage and administer support related documentation, knowledge articles,FAQ's, and Wiki's in support of team efficiency and knowledge management.

Technical Support Consultant

ELEMENTUM
09.2020 - 09.2021
  • As part of the tech-arm of our Customer Service organization, Technical Support Consultant helps the Service Center members (only encounter queries and customers that first-line support isn't equipped to handle.) troubleshoot issues, and be the first point of escalation for cases that require a higher understanding of technical aspects of the platform/applicationR&D, Product interaction to driving resolution of reported bugs by application users, while escalating found issues by our Customer Experience team
  • Responsible to support all post implementation and live data in our platform, monitoring the flow and the quality of it.Working on automations and collaborating with R&D teams to build tools forService Center team to triage and solve issues without having to escalate to Engineering.Entails tasks involving data auditing and remediation and internal process development and documentation, and python automations
  • Including:
  • Day-to-day support queue management and oversight, including incident triage, resolution, and escalation management
  • Help Service Center team members in online troubleshooting with application users
  • Function as a liaison between the Service Center team and R&D and Product teams
  • Develop, demonstrate and maintain technical skills to troubleshoot issues, create testscenarios and investigate software issues based on customer product use
  • Adherence to Service Level Agreements (SLA's), and responsible for executing within theSLA
  • Automate everything that is possible, reducing manual work to a minimum
  • Propose ERs to the Product and R&D tea
  • Manage and administer support related documentation, knowledge articles, FAQ's, andWiki's in support of team efficiency and knowledge management using Smartsheet soft.

Senior Partner Enablement Coordinator

ELEMENTUM
06.2017 - 09.2020
  • This role was part of the Partner Enablement/Data Quality team, that worked along with the Onboarding team, directly with Customers and with their Supply Chain Networks (mainly IT/data integration & supply chain teams) to ensure up-to-date and good data quality of the information available in web/mobile application.Making available & reliable all data points and information minimizing all impact for missing or incorrect data
  • It included :
  • Analyze large amounts of data, data monitoring supported by Pycharm, Jupyter Notebbok, MySQL.
  • Perform analysis to promote high quality and continued process improvement of EDI acceptance rates improving quality, completeness and timeliness
  • Considerable experience with EDI standards, X12, EDIFACT, XML and flat files, helping customers/partners test and migrate B2B processes data into cloud services
  • Monitoring and troubleshooting EDI transactions across multiple applications
  • Update and support customers/partners EDI maps
  • Identify and translate business requirements into functional internal requirements
  • Support customer/partners data integrations (Prod Environment)Monitoring integration performance once deployed to Prod, providing triage support as needed and respond to production defects and service tickets, tracking, and documenting problem-solving practices.Validate ETL details between databases, applications, and cloud services, troubleshooting connection and data transference issues; implementing improvements on ETL mappings for EDI transactions and internal Boomi Processes.Being Interface with internal and external customers/partners to implement and maintain automated exchange of electronic data in Boomi AtomSphere (sFTP, SOAP and AS2 connectors)

Logistics Assistant

MINISTERIO DE SEGURIDAD
01.2013 - 06.2017
  • As part of the Logistics Under Secretary for the Ministry of Security
  • POs support for Federal Forces of security administration resources (security equipments, transport and IT equipments)
  • Day-to-day control and implementation of the Government's security processes (Federal Forces of security)
  • Support on providing Process of logistics resources (Trucks, helicopters, buses, vans)
  • Monthly KPI Control and reports.

Foreign Trade Coordinator

HUAWEI TECH INVESTMENT
01.2010 - 01.2013
  • Day-to-day operations for both local operations and subsidiary office operations for Paraguay and Uruguay
  • Responsibilities:
  • DJAI - SIMI - LNA appliance
  • Electrical Safety Certificates for importations : appliance, control and follow up.
  • Maintain the classification database of Importations (NCM Harmonized Tariff Schedule)
  • Negotiation and contracting of Insurance and Freights
  • Warehouse management (Customs -warehouse - final delivery to site).
  • Cargo follow up with custom brokers and freight forwarders.
  • Monthly KPI implementations : control & report
  • Cargo Follow Up for Shipments to Paraguay and Uruguay Office (Subsidiary Office, visits included).
  • Exportation and importation Control
  • Sea, Air and Truck Shipments - customs compliance
  • Coordinating a team of 3 people.
  • Internal Software for entire Supply Chain Department
  • MERCOSUR ONLINE and NOSIS.
  • Contact with FFWW, Custom Brokers, Shipping Lines.
  • Importations /Exportation Logistics.
  • Reception and Control of Shipping Documents.
  • Customs Budget Expense Follow Up for Declaration of importation and exportations.
  • Ensure smooth operation of systems, procedures, and business rules.

Foreign Trade Analyst

PMC SRL
04.2009 - 01.2010
  • Importations operations : LCL/FCL Shipments Follow Up
  • Air Cargos
  • Truck shipments Logistics from Brazil
  • Duty Import Budget (Tax Bases, VAT, Additional VAT, etc)
  • Internal Logistic: Turns, Temporary custody WH to Port / Port to WH.
  • Contact with FFWW, Custom Brokers, Shipping Lines, Suppliers
  • Banking Normative and Payment Follow Up (before and after payments, D/A, D/P ) , Documents
  • Physical Control of goods at Bonded Warehouse
  • (Insurance Claim)
  • Expense for Importation - Reports.
  • Contracting of Insurance and Freights
  • Dangerous Goods Shipments Handling
  • Reception and Control of Shipping Documents.
  • Software: SAP and MERCOSUR ONLINE.

Foreign Trade Employee

DE STEFANO
09.2008 - 02.2009
  • Importations operations: LCL/FCL Shipments operations
  • Duty Import Budget (Tax Bases, VAT, Aditional VAT, etc)
  • Internal Logistic: Turns, Temporary custody WH to Port / Port to WH.
  • Contact with FFWW, Custom Brokers, Shipping Lines, Suppliers
  • Payment Follow Up (before and after payments, D/A, D/P, Credit Letters) Banking Documents
  • Physical Control of goods at Bonded Warehouse
  • (Insurance Claim )
  • Temporary Importations Process, under process of use for to re Exportation of other products , (approval, Balance, Due Dates, Prorogation, Follow Up , Material Loses, guarantee )
  • Closing Costs.
  • Software: SAP (logistics Module)

International Logistics Analyst

GLOBAL BUSINESS SERVICE SA
11.2007 - 08.2008
  • International shipments follow Up
  • Latam Customer Support
  • Contact with FFWW, Custom Brokers, Shipping Lines, Suppliers overseas
  • Payment Follow Up (before and after payments, D/A, D/P, Credit Letters) Banking Documents
  • Monthly KPIs and reports.

Administrative (Operations Department)

LOCKSLEY SRL
01.2006 - 10.2007
  • Sistema Informático María (SIM - ATA Module) operator, loading manifests, Customs Declaration Form, Definitive Importation for Consumption and In-Transit Importation, Controversies
  • Traffic Control (Sea Shipments)
  • Contact with FFWW / Shipping Lines
  • Import and Export Shipments updates (truck, Sea and Air Shipments) & Customer Support
  • Expense forms for Imports (Shipping Line and FFWW Costs) cost upon Shipping done.
  • Control and Issuing of Shipping documents (Bill of lading, AWBs, etc)
  • Payments orders for Shipping Lines, FFWWs, Port, Bonded Warehouse
  • Data entry for internal Software
  • Customs Certificate Appliance (SENASA, ANMAT)
  • Physical Control of goods at bonded warehouse and customs.

Education

Associate Degree in Redes Informáticas Y Telecom - Computer Networking And Telecommunications

Tec Univ Redes Informáticas Y Telecomunicaciones
Ciudad De Buenos Aires
04.2026

Associate Degree in International Commerce -

UDEMM - UNIV MARINA MERCANTE
Ciudad De Buenos Aires
01.2018

Skills

  • CRM tools (Intercom, Zendesk, Salesforce)
  • DataBase tools (MySQL, Metabase, SequelPro, Postman)
  • DataMining tools (Jupyter Notebook, Pycharm [py] )
  • PM tools (Smartsheet, Jira)
  • Management of business process (SAP)
  • Cloud Services (AWS - S3, sFTP, AS2, SOAP, ETL processes, BOOMI, NDM)
  • Communication Platforms (Skype, Slack, MS Teams, Meet, Webex, Zoom )
  • Data Visualization (Tableau Software, MS Power BI)
  • Operating Systems (MacOs, Windows, G suite)
  • Detail oriented and data analysis lover
  • Team player
  • Empathic, enjoys problem solving
  • Willingness to learn
  • Open to change & ability to learn and apply new technologies

Certification

  • CRASH COURSE ON PYTHON (Courser )
  • Coursing 2022
  • PCAP-Programing Essentials in Python(Cisco Network Academy
  • CRIPTOMONEDAS & FINTECH (Coder House Argentina) 2022
  • BEC - BUSINESS ENGLISH CERTIFICATE - equal to FCE (Instituto Cambridge) 2009
  • SUPPLY CHAIN MANAGMENT (Huawei Training Center Brazil (Campinas) 2010
  • CUSTOMS EXPORTATION SEMINARY (Custom brokers Buenos Aires) 2010
  • PORTUGUESE A2 - MCER (CUI - Centro Universitario de Idiomas ) 2007
  • BCRA BANKING COM A-3602/A-4237 2006 (AIERA - Asoc de imps y expos Rep Arg) 2006
  • CURSO DE IMPORTACIONES TEMP (CIRA - Cam Arg de imps ) 2010

Personal Information

  • Date of Birth: 11/16/84
  • Gender: Male

Hobbies and Interests

Family, football, gardening, DIY projects, tech stuff & cars

Timeline

Technical Implementation Analyst

JPMorgan Chase & Co
11.2022 - Current

Customer Success | Second Line Support

BLOCKCHAIN.COM
01.2022 - 07.2022

Sr Consultant, Support Operations

ELEMENTUM
09.2021 - 12.2021

Technical Support Consultant

ELEMENTUM
09.2020 - 09.2021

Senior Partner Enablement Coordinator

ELEMENTUM
06.2017 - 09.2020

Logistics Assistant

MINISTERIO DE SEGURIDAD
01.2013 - 06.2017

Foreign Trade Coordinator

HUAWEI TECH INVESTMENT
01.2010 - 01.2013

Foreign Trade Analyst

PMC SRL
04.2009 - 01.2010

Foreign Trade Employee

DE STEFANO
09.2008 - 02.2009

International Logistics Analyst

GLOBAL BUSINESS SERVICE SA
11.2007 - 08.2008

Administrative (Operations Department)

LOCKSLEY SRL
01.2006 - 10.2007

Associate Degree in Redes Informáticas Y Telecom - Computer Networking And Telecommunications

Tec Univ Redes Informáticas Y Telecomunicaciones

Associate Degree in International Commerce -

UDEMM - UNIV MARINA MERCANTE

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Fabio Zelarayan