Execution of ERP transactions within manufacturing system to provide product support by planning and managing inventory requirements, expediting material, expediting orders, and placing requisitions. Manageand control inventory levels for various product lines developing planned orders based on forecast, kanbanand visual management. Buyer for indirect and direct materials working closely with suppliers and production leaders. Evaluate complex situations to make autonomous decisions based on establishedproduction requirements. Participate in Lean/5S improvement efforts applying Lean concepts to daily activities. Auditor of purchases and payments control, resolution of Account Payable and Invoice issues.Certified ISO-9001 auditor.

Responsible for providing technical support assistance to customers using the company’s suite of app products responding to calls and emails. Perform troubleshooting to deliver accurate diagnose and resolve technical issues. constantly provide education to users delivering a positive customer experience. Communicate and document all actions taken for all customers, log incidents and report fixes for the creation of knowledge articles.

Provided knowledgeable, courteous service and account management to customers using Actsoft’s suite of app products. Facilitated onboarding process and integration for new customer accounts. Contacted customers by phone and email to complete account reviews and assist with their inquiries and technical issues. Delivered feedback to CX team for knowledge base articles and search for process improvements.• Exceeded KPI goals required as team metrics during all months in the role• Achieved award as Top Performer 2020 for CXP3 team

Seasonal job, provided technical support to Netflix’s customers, was responsible to assist users with their inquiries regarding their accounts, billing, content, and technical issues. Helped the support team with feedback for knowledge base articles and finding process improvements. Executed call center duties.

Responsible for supporting the B2B and SAP Fulfillment systems (Logistics). Team Supervisor guided the team under Agile methods using Scrum Master operational strategies. • Led the operation to support new service proposals aligned with AGILE practices to improve logistics systems, forming a multidisciplinary team, and adapted customer requirements. Obtained a stable team with great capacity to respond fast. • Led the generation of reliability reports for senior management analyzing data for the creation of action plans. Obtained a process improvement optimizing the execution of them and reducing 71% the major incidents.

Responsible for supporting capital purchasing systems in SAP. Expert in business processes and client connection with IT, improve processes for users, bridge between IT and project teams. • Managed the support efforts creating internal synergies, coordinated the delivery of services, and developed new projects. Achieved a positive increase of the service indicators, improving the client's perception. • Coordinated the SAP platform change project for Capital users, planned, monitored, and executed the project from IT perspective handling the communication between IT and project team members without impacting the client, this resulted in smooth and transparent system deployment with no impact to end users.

In charge of supporting processes and systems for indirect purchases in SAP. Leader of the work team guided the operation and organized the team members in their daily tasks, Scrum Master. • Led the process of re-engineering of support planning improvements, integrating the team, and standardizing the practices aligned to Agile documenting the operational and service processes. Formed a team to provide support emphasizing client needs, guaranteeing fast and effective answers. • Supervised the Costa Rican team, integrating periodic plans to follow-up schemes, participated in meetings with clients as well as with Malaysian IT team. This generated new projects with permanent improvement efforts.

Responsible for supporting various systems such as SAP for Finance and Human Resources. Team leader, organized work schedules to meet customer demand and plan strategies. • Coordinated the practice of Service Levels, implementing the support model based on ITIL methods, establishing procedures, and coached the work team. This resulted in the adaptation of work teams in Asia and America expanding the horizon and capacity to provide service. • Implemented Outsourcing practices for technical support in two business groups reviewing improvement processes, coordinating knowledge transfer, and training the staff. Obtained a well-prepared team to meet the demands of internal clients.