Rocio Olguin Email & Phone Number

Houston, Texas Area

● Client Collaboration: Engage directly with clients to document, recreate, and verify reported issues, collaborating with the development team to deliver configuration solutions.● Data Analysis: Utilize Splunk and Glowroot tools to filter necessary data, identify logs and events critical for troubleshooting, and communicate findings to the development team to expedite resolution.● SQL Scripting: Develop and execute SQL scripts to detect and resolve data abnormalities, ensuring data integrity and accuracy.● Issue Logging: Log and meticulously document issues and their replication processes in Salesforce and JIRA, ensuring precise and thorough tracking.● Bug Management: Partner with the development team to address system bugs requiring patches, overseeing the entire process from identification to resolution.● Patch Testing: Conduct thorough smoke tests on patches to confirm issue resolution, and coordinate deployment requests using JIRA and Salesforce.● Knowledge Contribution: Enhance the technical knowledge base by adding detailed documentation on troubleshooting complex issues, supporting continuous learning and problem-solving within the team.● System Testing: Conduct comprehensive testing of systems following a significant AKS validation upgrade, ensuring all components function correctly and meet performance standards.● Client Support: Provide dedicated support to geographically restricted clients, ensuring secure access by meeting required background check protocols.● Compliance and Training: Successfully completed all required cybersecurity and API training programs, ensuring adherence to security protocols and best practices.

Sugar Land, Texas

● Assisted over 20 customers remotely in troubleshooting system issues on the Distribution Management System (DMS/OMS) managing high voltage electrical grid.● Utilized a detailed understanding of ABB customers' internal processes to enhance service delivery and client relationships, significantly reducing open tickets and decreasing abandoned ticket rates from 20% to less than 5%.● Enabled clients to correctly analyze system support concerns, ruling out configuration issues.● Loaded Oracle exports of customer data into in-house environments to replicate problems and verify data integrity.● Provided custom SQL scripts to resolve data issues, ensuring accurate outage analysis, prediction, crew management, and reliable reporting data.● Assisted customers in installing application upgrades and verifying system configurations.● Helped customers maintain their Geographic Information System (GIS), ensuring an up-to-date electrical distribution system connectivity model through ABB GIS Post processing with multiple UNIX shell scripts.● Addressed issues related to SmartSockets TIBCO configuration, validating real-time data availability between DMS and EMS (Energy Management System).