Sr Lead Engineer - Cloud Customer Support

Oracle

1. Became a Subject Matter Expert by completing certification training in Accounts Receivable and General Ledger to help Engineers in 3 continents: America, Europe, and Asia
2. * Coach Engineers on weekly SCRUM meetings (twice a week) and solve questions to reduce the average time to resolution, it went 
down from 4 days to 1 day (decreased 75%).
3. * Help Engineers gain skills required to solve technical problems faster, keep track of required team skills, and personalize time with 
Engineers to fill gaps required to acquire new skills. The time to have a new engineer ready to help customers went down from 2 
months to 2.5 weeks (decreased by 62%).
4. * Develop team strengths and improve weaknesses, by determining which team member excels at which task and delegating 
customer issues to increase their skill level. The average time to gain a new skill went from 4 days to 1 day (decreased 75%).
5. * Identifying team goals and evaluating team progress, by setting clear team goals visible to everyone, creating an evaluation process designed to increase team collaboration. Teach classes for common issues and configurations, the average number of 
new skills acquired went up from 1 each month, to 3 each month (Increased 75%)
Continuous support for Corporate customers, communicating with them via telephone, written correspondence, and electronic service regarding finding solutions for technical problems and first-time configurations identified in Oracle Fusion Cloud.
6. Manage customer escalations/expectations and ensure timely delivery of high-quality resolution on technical issues, by focusing on root cause analysis, gathering technical information, and keeping stakeholders informed of steps required to solution at all times. Kept customer satisfaction survey at 5 (5 is the maximum rate and it represents 100%).
7. * Educate and walk the customer through the problem-solving process, provide them with templates with steps used to solve, 
and meet remotely to apply steps. This made it possible to reduce the number of issues created by the same customer for the 
same topic, the average related issues created each month went down from 5 to 1 (A decrease of 80%)
8. * Write technical articles on Oracle Fusion Cloud (Accounts Receivable and General Ledger) for Knowledge Management websites used worldwide (America, Europe, and Asia). By creating Oracle Support Articles to solve issues or to create new configurations 
for the first time, the average time to solve these issues by other Engineers went down from 3 days to 4 hrs (A decrease of 94.5%).

Applications Specialist

Microvention

1. Business Analysis, project management, development, ETL & Data migration, and user training to enable decision-making for the Sales, Quality, and Manufacturing departments of the healthcare and manufacturing industries:
2. * Design and development of a new Customized Data Warehouse for Sales, Quality, and Manufacturing reports. Analyzed legacy 
reports and defined reports to migrate to the new data warehouse. Gathered requirements, created a project plan, and developed final reports on Oracle Business Intelligence. The final result was around 50 reports, data quality went up from 35% to 99% by using Dimensions and Facts with the correct level of grain.
3. * Migration of Oracle Business Intelligence (OBI) to the newest Cloud Version and AWS. Identification of reports and data to migrate. Calculation and specification of server technical requirements for the number of users and current network topology while optimizing cost. Setup and configuration of application servers. Migration of data, metadata, and reports to new Test, QA, and PROD Cloud Environments. Servers and reliability increased from 60% to 99%.
4. * Front-end report development, create training materials and classes to teach new users basic skills on how to create new reports for Sales, Quality, and Manufacturing. The request for new basic reports went down 60%, and the speed for users to create basic reports for their departments increased by 70%.

Sr. Software Developer

HCL Global Systems

1. EBS, SAP, and ETL developer. Help ICU Medical to migrate data from an SAP legacy environment and over the new EBS Environments:
2. • Migration of Data for UCU Medical (customer), legacy data from the acquired company needs to be migrated to Oracle EBS environments.Gatheredrequirements,createdaprojectplan,ETLdevelopmenttomigratedata,andbuiltnewreports. Migrated data from legacy system and over EBS financial tables and modules. Migration of 100% of the data to EBS TEST, QA, and PROD, also enabled the use of multicurrency reports for business areas in North America, Europe, and Asia making it possible to analyze
3. data in Dollars, Euros, and 10 more currencies.
4. • Solved errors caused by migration from SAP to Oracle EBS while maintaining ETL environments (Informatica Power Center and
5. DAC). Analysis of mappings, tables, and configurations required for ELT mappings to work properly. Provided educated solutions that kept the project on track, and deliverables were finished on time or 3 days before (earn a 115% efficiency)

Software Developer

Koos Manufacturing Inc.

1. EBS, SAP, and ETL developer. Help ICU Medical to migrate data from an SAP legacy environment and over the new EBS Environments:
2. * Migration of Data for UCU Medical (customer), legacy data from the acquired company needs to be migrated to Oracle EBS environments.Gatheredrequirements,createdaprojectplan,ETLdevelopmenttomigratedata,andbuiltnewreports. Migrated data from legacy system and over EBS financial tables and modules. Migration of 100% of the data to EBS TEST, QA, and PROD, also enabled the use of multicurrency reports for business areas in North America, Europe, and Asia making it possible to analyze 
data in Dollars, Euros, and 10 more currencies.
3. * Solved errors caused by migration from SAP to Oracle EBS while maintaining ETL environments (Informatica Power Center and 
DAC). Analysis of mappings, tables, and configurations required for ELT mappings to work properly. Provided educated solutions that kept the project on track, and deliverables were finished on time or 3 days before (earn a 115% efficiency)

Manager

The Hackett Group

1. Manager that enabled customers to migrate to the cloud, created tailored training and classes, and worked with interdisciplinary teams to deliver quality projects:
2. * Took over multiple projects, and created project plans using Agile and Waterfall methodologies. Analyzed customer issues for on- 
premise servers and migrated them to the Could. Increased the system availability from 70% to 99% and reduced IT costs by 25% 
while making sure that the stakeholders approved and paid for final deliverables.
3. * Increased user acceptance by creating training materials and classes tailored to the Finance, Manufacturing, Sales, and IT 
departments. Materials were made based on the audience and technology at hand. Acceptance of new applications and systems 
increased by 75%.
4. * Management of offshore team assigned to each project. Allocation of resources based on projects. Administration of direct 
reports to warranty the delivery of the project on time and based on SOW. Used multiple PMO methodologies and helped assigned engineers solve issues required for the project. Having a clear project plan on the Cloud (available 24x7), making sure that the tasks were progressing and that the resources assigned had all the tools that they needed, it was possible to deliver the projects on time 95% of the time.

Tecnologico de Monterrey

Computer Science

University of Arizona

Minor in Administration

COBACH

Junior Accountant

COBACH

Software Developer