The main role of a Technical Support engineer is to troubleshoot highly complex technical problems (Oracle Database on the Cloud Central Team/ EPM. Sales Force, Slack, WebEx. SR Handling to completion SR escalation Works directly with customers Consults with Management in directing the resolution of critical Customer situations Achieves knowledge transfer through the development and delivery of training, knowledge sessions, mentoring etc. Creation/Review of Knowledge Articles Contribute significantly towards the “My Oracle Support” Database communities Analyzes workload, determines best practices, and implements changes to improve productivity Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilities 15+ years of industry experience General UNIX/Linux concepts & AdministrationUNIX/Linux and/or worked as L2 level support engineer equivalent

CN-Tech/Contractor for (American Express)Spanish- Business/Systems Analyst (Information Storage Management) ISM Certified• Leadership role for FIS escalation tickets to meet and complete the S.L.A. on time.• Serves as a liaison between the business community and the IT organization in order to provide technical solutions to meet user needs.• Expertise in the business unit(s) they support, as well as, an understanding of the IT organizations systems and capabilities.• Analyzes business partners operations to understand their strengths and weaknesses to determine opportunities to automate processes and functions.• Assists in the business process redesign and documentation as needed for new technology.• Translates high level business requirements into functional specifications for the IT organization and manages changes to such specifications. • Educates the IT organization on the direction of the business.• Negotiates agreements and commitments by facilitating communication between business unit(s) and IT from initial requirements to final implementation. • Possesses an understanding of technological trends and uses this knowledge to bring solutions to business units supported to enhance the enterprises competitive edge. • Recommendations for buy versus build decision. • Provide 2nd Level software technical support needs for web-based and client-server applications. • Collaborate globally with AET, Product Development, Risk, FLOS, Client Management, GP Operations, Compliance, Finance, external vendors and business partners with automation activities.• Manage the end-to-end automation process of internal and external business partners globally. • Provide support for day to day activities which include phone availability, trouble ticket management, system testing, etc.• Fluent Spanish

Alpine School DistrictOn- Site Network Administrator - 04/Mar/2007 - 10/Oct/2014Under supervision configures, installs, implements, monitors and maintains system with moderate complexity and maintaining and installing software and hardware with MAC and PC platforms. Also having experience with Novell and GroupWise, Office Outlook, and ability to teach install and learn new software asked the teacher to assist in their classroom curriculum

• Created curriculum and taught 1st grade -9th grade student • Resolved software and hardware issues from staff, teacher and students