Ricardo Mendoza Email & Phone Number

Saratoga Springs, Ut, Us

Saratoga Springs, Ut, Us

Saratoga Springs, Utah, United States

Support Manager Manage Remote Application Support Team on multiple Time Zones cross the globeMonitor Support team goals to met expectations Ensure SLA to 4 hoursMet goals for 1-, 7- and 30-day case closureMaintain > 97 % customer satisfactionTake escalate customer accounts as needed proactivelyIdentify, develop, and implement process improvementsInsure intradepartmental and cross-functional alignment of procedures and best practicesIdentify corrective actions to prevent recurrent deviationsParticipate in cross-functional teams to solve the issuesDefine and establish critical KPIs to monitor the success of the service departmentTrain new team membersControl, schedule and manage Software Upgrade processSalesforce AdminExperience in designing custom objects, custom fields, Picklist, role-based page layouts, Workflow Alerts & Actions, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report extractions to various formats, Record Types, Dashboards, and Email generation according to application requirements to achieve complex business functionalitiesProficient in Data Migration from Traditional Applications to Salesforce using Import Wizard and Data Loader UtilityCreate and Manage Profiles and Permissions Sets

Murray, Utah, United States

Ensure SLA to 4 hoursMet goals for 1-, 7- and 30-day case closureMaintain > 97 % customer satisfactionSupport OOW and WV to drive revenue for supportManage execution of code servicesOversee product lifecycle process post-saleReport and metric quantity of returnsEstablish and monitor customer health proactivelyEscalate customer accounts as needed proactivelyManage and address Code Red and Code Yellow customer escalationsManagement of RMA tracking systemIdentify, develop, and implement process improvements, equipment improvements/upgradesEstablish a good working relationship with support and vendorsInsure intradepartmental and cross-functional alignment of procedures and best practicesIdentify corrective actions to prevent recurrent deviationsParticipate in cross-functional teams to solve the issuesDocumentation and process controls for service life cycle managementDefine and establish critical KPIs to monitor the success of the service departmentMaintain streamlines process to ensure integration of salesforce and ERPEscalate cases to Eng. and the Technology teamHire, Train and Manage Service TeamSalesforce AdminExperience in designing custom objects, custom fields, Picklist, role-based page layouts, Workflow Alerts & Actions, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report extractions to various formats, Record Types, Dashboards, and Email generation according to application requirements to achieve complex business functionalitiesHands-on experience in customization, configuring, deploying, and integrating Salesforce.com CRM solutions in sandbox and production environments Implemented security and sharing rules at object, field, and record levels for different users at various levels of the organization. Proficient in Data Migration from Traditional Applications to Salesforce using Import Wizard and Data Loader Utility

Draper, Utah

Oversee product lifecycle process post-sales Report and metric quantity of returns Establish and monitor customer health scorecards Escalate customer accounts as needed Management of RMA tracking system (inbound/outbound) Support of the initiatives to drive the % of overall returns down Identity, develop and implement process improvements, equipment improvements/upgrades. Establish a good working relationship with support and vendors. This includes answering questions and providing assistance in a timely manner. Insure intradepartmental and cross-functional alignment of procedures and best practices. Identify corrective actions to prevent recurrent deviations. Participate in cross-functional teams to solve issues Responsible for defining company service life cycle management including swaps, triage, and repair. Documentation and process controls for service life cycle management Build, maintain and manage service life cycle center including swap, triage, and repairs. Define and establish critical KPIs to monitor the success of the service department. Train and ensure subsidiaries are following corporate process for the processing of RMA's and casesManage Salesforce production instance and work with Consultant to deploy new developments

Draper, Utah

Responsible for troubleshooting, diagnosing and solving customer issues via email, phone, support queue and remote recovery.Troubleshooting issues integrating Code Technology to any platform.Creating integration guides to use code technology with thither party software or hardwareDocumenting and processing all incoming request through Sales Force.Responsible of developing solution for customer including Java Scripts customization, firmware and other upgrades as well as licensing and other support solutions.Java Scrip Customization development.Responsible for confirmation of customer warranty status base on data base record.Responsible for processing of Return material authorization from open to close including follow up.Providing Support to sales staff inquires on Pre-Sales and Pos-SaleCoordination of customer specific product requirement with other departments including escalation.Proper use of databases: Salesforce, Epicor, Share-point, Jira, Java Script App SVN, License portal and other code databases.

Lehi, Utah

Core application Support, Orion NPM, SAM, FSM, LEM, Other. Solving customer issues via, email, phone call and Web meeting. Supporting clints in Spanish for all LATAM and EMEA region, providing support on local lenguage. Post sale support for first time customer Core application installation, Upgrade and Migration. Database Installation, Backup, Restore, Migration, Maintenance, Defragmentation, Re indexation and Customer SQL queries. Creating Knowledge base articles with solution for common issues. Setting up the monitor for Devices using ICMP, SNMP and WMI protocol. Creating Custom pollers for devices using OID within the device MIB. Alerts and Reports, Syslog and Traps administration. Application disaster recovery. Application troubleshooting by analyzing logs and diagnostics Escalation Process

Draper, Utah, United States

Creating Service Requests and consistently researching and updating said Service Requests. Escalate service requests to appropriate product support teams. Interface with Global support teams and Field personnel. Implement escalation procedures as required. Performs contract entitlement checks and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. Apart from being a CST I also work with the Auto Hotkey Development Team. I help in creating new scripts for the Auto Hotkey, and I solve issues/made corrections on the current Auto Hotkeys. I also help with the analyzing of the Hotkey for further improvement.

Mexico

Retail Support, POS. Remote support and Onsite support. Training and provide support to more than 25 field support engineers. Customer management, Retailers (H&M, Payback, CM, San Pablo, Soriana, Seven Eleven, Waldo's, etc.). Customer equipment rollout installation coordinator. Costumer SLA and SLO Management, Creating report and escalation for those using, Oracle CSI, CRM, Intelligent. Costumer Hardware and software monitoring, (eServices). Help creating Knowledge base document, spare part list catalog and technical support service manual.

Mexico City, Mexico

Office staff supports: Active directory users, new user profiles, Outlook accounts, User applications resets, application, windows and office support. Providing 24/7 support to the Distribution Center (DC), Overnight shipping and logistic application monitoring. Retail support: Help Desk activities (inbound and outbound calls), Customer service. Monitoring Network and communication equipment. Reporting tools Remedy and Remedy 1. Escalate reports to USA team (FKI, Intelligrated, GDS, GLS, etc.). IBM Smart server monitoring.

English As Second Language, Esl

Computer Science, It