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Work Background
OracleProduct Support Manager
Sep. 2022Pursuing my professional growth, I've been trusted to manage a team of technical support staff from our Guadalajara and Bozeman offices for the Oracle Service Cloud (OSvC, formerly RightNow CX) software. Mainly focused on recruiting, developing, coaching, and mentoring my team. In addition to working with critical customer LAD accounts with the goal of lowering tension on initiated customer escalations and reducing time to resolution on service requests. Responsible for managing the day-to-day operation of the frontline application support team. Along with this, I also coordinate with various business units to ensure that support activities are aligned with business needs and objectives. I also conduct regular performance evaluations for team members and provide feedback and guidance as needed to ensure that the team is following best practices and procedures for issue resolution and escalation.
OracleLead Technical Support Engineer
Apr. 2021 - Sep. 2022Continuing full-on tech support, while also providing guidance, support, and assistance to our wider team with an emphasis on the newly opened Guadalajara-based team of 5 and growing. Liaising directly with internal teams to isolate and fix application faults and bugs, while also prioritizing and ensuring customer communication, and tracking incidents throughout their lifecycle. Provide onboarding training and mentoring to our new colleagues from day 1 until they're support ready, which is about a 6-month process. Also ready to address and handle both internal and customer escalation complaints. Tasked on creating and following the implementation of our new shift-left-based metrics. These metrics were adopted by the wider team to enhance our workflow and lower customer-to-engineer interactions. Also assisted in process creation and automation between our customer enhancement blog and our development teams. Technology Used:
Oracle Service Cloud (OSvC AKA RightNow) console and ticketing system, MySQL, Linux (WSL w/ Ubuntu), HTML/CSS, Host Management System (HMS), Chrome Devtools, PHP trace files, Fiddler, WinSCP / WebDAV.
OracleSenior Technical Support Engineer
Jul. 2020 - Apr. 2021Support and implement solutions for Oracle Service Cloud (OSvC AKA RightNow) customers within the core, Browser UI, and analytics areas, while managing their cases throughout the entire support lifecycle from initial customer inquiries to triage and reproduction, writing bug reports for development teams, and providing case resolution. Maintained a detailed and updated understanding of the product development, architecture, and application functionality, while also documenting support content and troubleshooting procedures for both internal and customer-facing solutions. Skills:
Proficient in Windows OS, Mac OS, and Linux (Debian distributions). Talking customers through a series of actions and communicating complex technical product topics to resolve their unexpected behavior. Technology Used:
Oracle Service Cloud (OSvC AKA RightNow) console and ticketing system, MySQL, Linux, HTML/CSS, Host Management System (HMS), Chrome Devtools.
HCL TechnologiesService Desk Shift Lead
Feb. 2020 - Jul. 2020My responsibilities included assisting agents to solve critical issues, improving troubleshooting skills, and continuing learning. I was also responsible for working with agents to reach metrics, comply with SLAs, and improve effectiveness. I was also tasked with analyzing the call and chat volume in order to plan shifts and headcount accordingly to reach service level goals.
HCL TechnologiesIncident Management Specialist
Dec. 2017 - Feb. 2020Responsible for being the first point of contact of support for technical issues and concerns involving hardware, software, and network problems (levels 1 and 2). This includes troubleshooting issues impacting virtual machine software (Citrix and VMWare), Microsoft Office 365, VPN, Windows Operating System, Internet Browsers, and other Windows-related applications. Skills:
Full understanding of the incident, request, problem, and major incident management and lifecycle. Manage, troubleshoot and respond to user issues ensuring appropriate resolution, resolution time, and/or escalation path. Deployment of software installations and updates through Powershell and/or a company network site. Technology used:
ServiceNow ticketing system, Citrix XenDesktop & Director, Linux/Unix, Active Directory, Microsoft Office 365, Windows OS, CMD/Powershell, ITIL.
AloricaOperations Team Manager
Sep. 2016 - May. 2017Trusted in leading a team of 7 Team Leads and approx. 170 agent. Reporting directly to the Operations Manager, my position is responsible for ensuring that service levels, key performance goals, and budgets are met on a consistent basis during their predesigned shift. It demands a high degree of adaptability and flexibility in a fast-paced; rapidly changing environment. MAJOR JOB ACCOUNTABILITIES:
•Operations Function: Monitor and assist in the overall quality of designated area including supervision, motivation, and development of associates Communicate client expectations to associates Monitor trends and performance changes concerning our current client Assist supervisors with daily workflow Participate in goal setting, incentive programs, and reporting •Employee and Personal Leadership Development: Coach, develop and mentor subordinates to achieve quality performance while continuing to develop personal management skills necessary to lead staff and handle unique management challenges. Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives Assist staff with establishing and attaining career development goals
AloricaProduction Team Leader
Mar. 2016 - Sep. 2016My duties included developing production employees to achieve individual, company and client goals while overseeing the work activities of assigned production agents. a. Responsible for providing coaching’s and feedback to develop each and every agent assigned to me to reach the established KPI`s. b. Starting with a small group of 15 agents I was able to expand my team to 24 agents due to positive results
c. Also responsible for developing and implementing action plans to assist reaching client goals. d. Educate agents on standard operation procedures and quality guidelines. e. Encourage team members to find their own areas of opportunity, as part of developing the agent not only to comply to company goals but to escalate through the different company positions
AloricaWorkforce Management Analyst/Client operations support specialist
Feb. 2015 - Mar. 2016Responsible for performing analysis of call monitoring and assist with developing action plans to identify and resolve issues in a timely manner; recommending changes in procedures or best practices to supervisors to assist in meeting goals, objectives and providing quality support; attending update meetings to conver known issues that could affect the products or services that are being provided to the client; managing employee turnover, absenteeism, calling schedules and performance measurements. Preparing or creating reports that are not only sent internally to operations, but to the client as well, and respond to all client request in a timely manner. Holding a professional email/phone conversation with the client to assist in any doubt or requests. Also assist in agent scheduling coordination to manage the work volume while coming through with all client expectations. Within other tasks...
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