As a Team Lead of the Customer Success Team, I am responsible for managing a team of support agents and ensuring that all customer inquiries are handled efficiently and effectively. My duties include:-Provide guidance and training to new team members on processes, supported applications (SAP Business One, HANA Database, SQL Database), and Cloud Services (SaaS, IaaS).- Monitoring the team's performance and providing feedback to improve customer satisfaction.- Handling escalated customer inquiries and resolving complex issues- Collaborating with other teams to ensure timely resolution of customer issues.- Provide technical guidance to Sales and Post-Sales teams in designing plans for migrating clients infrastructure to TopManage's Cloud Service (SaaS, IaaS) from other cloud services or on-premise infrastructure.- Developing and implementing strategies to improve customer support processes- Maintaining accurate records of customer interactions and ensuring compliance with company policies and procedures

As a Product Support Agent 2, I was responsible for assistance to clients with critical processes, resolving both simple and complex incidents. I also collaborated in the implementation of test environments to isolate errors, update systems, and help the software development team identify problems and make improvements. Additionally, I provided support to internal TopManage clients and projects, updating the internal knowledge base with solutions, improvements, and new issues, and offering support for Level 1 functions.

-Prioritized and addressed assigned incidents.-Communicated effectively with clients via phone, email, and chat to understand and resolve their issues.-Deployed SAP Business One server components in a Windows Server environment.-Provided installation, support, and updates for SAP Business One, add-ons, and TopManage applications.-Offered operational support and guidance to SAP Business One users across different modules and versions.-Responded to internal requests from various departments.-Detected and isolated process errors documented them, and reported them to improve TopManage applications continuously.

About Tecnoessentials C.A: Company founded in October 2012, together withprofessionals from different areas, dedicated to providing services and technologysolutions. related to the field of infrastructure such as networks, servers, telephoneexchanges, Closed Circuit Television (CCTV) systems to control and employeemonitoring, access control, administrative software, and the provision of the variouscomponents required for installation and maintenance of these solutions

Responsible for the smooth operation of systems in the laboratory and communication with different entities, infrastructure, access control, attendance, and CCTV.Maintenance and support of the network and computer equipment located in the laboratory and Hospital Metropolitano del Norte.Responsible for maintaining servers and performing backups.Part of the implementation team for SAP Business One at Laboratorio Clinico Galeno C.A.Providing technical support and maintenance for software systems like Infolab Tecnolab 21 and Saint Enterprise. Liaising with the respective system heads as needed.

Company: “Petroquímica de Venezuela S.A. (Pequiven) Sede Carabobo”.Date between: from April 2011 to July 2011.Charge: Junior Consultant SAP BO.• Worked with development, quality and production environmentsof BI.• Generation and report's design from the universe for theProduction area.• Generation and report's design from the universe for the sale´sarea.• Worked with a team of SAP BW to build indicators required bythe company reports and dashboards.• Work team: consisting of 8 people from different SAP´s areas andcompany’s staff.• Creation Web Intelligence reports.• Creation of board management, board of Weekly Sales Report,Weekly Report Board Production, Production Widget.• Necessary documentation, usage guide for users, mining maps,brochures for presentation of finals board.• Knowledge transfer to Pequiven´s staff.Company: Desca C.A The Networking Company, Caracas VenezuelaDate between: from July 2010 to December 2010.Charge; Junior Consultant SAP BO.Responsibilities:• Generation and report's design from the universe of sales.• Migrating reports and universes• Generating documents to start the pre-project, such as documentkickoff, the structure of the Data Warehouse and map extraction.• Support for various tasks in the BI department.• Training by the team of SAP BO Desca CA on the use of the toolsused in the business

• Migrating servers and computers to a new platform• Maintenance of servers and networks used within the company.• Technical support to users.