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Work Background
AlationSr. Manager, Technical Support
Aug. 2024Santiago Metropolitan Region, Chile
OracleSr. Technical Account Manager
Aug. 2023 - Jul. 2024Santiago, Santiago Metropolitan Region, ChileProvide personalized support for Customer's Oracle technology and directly coordinate with Oracle Development and product teams to help resolve issues faster. Typical activities of Oracle Technical Account Managers • Ongoing planning and productivity reviews, advice, and guidance to help Customers stay ahead of potential challenges and achieve continuous business and operational improvements • Guidance on infrastructure roadmap planning • Guidance for optimizing performance, supportability, and maintainability • Regular analysis and recommendations on the successful planning and support of the Oracle environment • Product-based recommended practices and knowledge sessions on how to maximize return on investment, improve operational efficiencies, and accelerate adoption • Periodic checkpoints and reviews to help Customer's IT staff stay ahead of potential challenges and optimize existing environments.
ClouderaFront-Line Support Manager
Aug. 2019 - Dec. 2022Santiago Province, Chile- Drive the delivery of a world-class customer support team. - Monitor Service Level Agreements and Time to First Response goals and report issues as they arise. - Ensure that customer cases are handled with the highest technical aptitude and customer service tone. - Triage, diagnose, and escalate customer inquiries during their engineering and operations efforts.
OracleTechnical Manager
Jul. 2014 - Jul. 2019Santiago, ChileDeveloped and created some tools for the organization: • LAD Service Desk Work list Management System Creation • Customer Service Management Tracking System Creation • Apex RAD Suite Developer. Also: • Siebel Call Center Portal Admin. •Technical point of contact for Global TAC Team, LAD SD, Japan SD and Brazil SD. • Provided On-Site training to Brasil SD team in Sao Paulo and Rio de Janeiro (June 2017)
OracleTeam Leader
Jun. 2010 - Jul. 2014Develop and maintain several projects within the organization, such as: • High Touch Customer Service Project • Rapid Resolve Mentor. • Orion Suite SME and Tester. • New Hire pre-selection, interview and training. • LAD Service Desk Team level up and training - San Luis, Argentina. • Promoted to IC4 Technical Level.
OracleSenior Support Engineer
Mar. 2009 - May. 2010• Technical point of contact for Service Desk Team (Chile, India and Egypt) • Customer support coordinator • Team Leader, Rapid Resolve Team (Junior Applications DBA). • Quality / Performance / Corrective Actions auditing. • New hires Training. • Technical Coach for intern's program. • On Site, trainer for Orlando Japanese Customer support team, november 2009. • Global Customer Spot Award, December 2009
ORACLERapid Resolve Engineer
Nov. 2007 - Mar. 2009• Customer requirements handling. • Dagnostics execution. • Data Fixing. • Oracle RAC 10g • Concurrent Request management • Basic configuration in EBSO: Responsibilities, log level, profiles, user creation. • Trace files generation, either stand alone or with customer via web conference. • Object recompilation / regeneration. • RR Mentor for global team. • Professional Excellence Award "Star of the month", September 2008.
AISL S.A.Senior Developer
Aug. 2006 - Nov. 2007• Used proprietary platform: HighJump 3M Architect, HighJump WebWise Page Editor. • Internal DB consultant for Oracle - SQL Server • DB Audit System design and development with scheduling enable option, over Sql Server and Oracle.. • Design and developmen of Data Import Module for Manufacturing Execution System ( MES ) for 3M, using XML as source. .
Xperts LtdaProject Manager
Jun. 2005 - Aug. 2006• Performance enhancement for Customer Retention system, Telefónica del Sur / Telefónica de Coyhaique. • Telsur / Telcoy existing systems migration from VB3 to VB6 • Electronic Bill implementation for existing systems in Telsur / Telcoy using SOA Webservices. • Frival Production system migration from PosgreSQL 7 to PosgreSQL 8
XpertsProject Engineer
May. 2003 - Jun. 2005• Corporate Oracle Server Administrator • Design, Develop and implementation of XTRUCK: Truck weight and dispatch/receive System for Cartulinas CMPC Valdivia / CMPC Maule • Design, build and implementation of Telsur / Telcoy Customer Retain system development team. • Telsur / Telcoy Datawarehouse load and data extraction using SQL Server and PHP.
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