Resolve technical problems that could occur in the production environment of the customers, provide or suggest improvements that could optimize the performance of the applications, analize business requirements and provide support to the sales teams.

Provide technical support for the ITSM suite, Service Desk, Unified Self Service, Xflow, CABI( BOXI and Jaspersoft and the integration with Service Catalog and ITPAM.Create and maintain documentation that help to solve the issues that could be found in the application. Conduct tests for new releases and cumulative patches provided by the development team for each of the mentioned products before they are released to the public.

Provide technical support to customers around the world that use the project management software Primavera P6 Enterprise Project Portfolio Management and budget management Primavera Portfolio Management.• Coached in English new hired engineers from around the world through web conference, overcoming cultural aspects and helping them on focusing in the business objectives so they could complete their daily tasks efficiently and independently from the start.• Constantly selected by management to resolve escalated cases, due to an ability to calmly and methodically identify and follow through with a solution plan and give confidence to clients through clear communication.

Provide technical support to customers around the world that use the project management software Primavera P6 Enterprise Project Portfolio Management and budget management Primavera Portfolio Management.• Created user friendly technical documents and reviewed exiting knowledge base materials in order to provide clients with the tools needed to quickly and independently solve issues and properly use their products, resulting in a better customer experience. • Recognized consistently by customers and Oracle for being able to quickly understand and issue and design an action plan, which was a direct result of careful listening and precise question making.

Manage the IT area in the all country, leader of 12 local engineers and 15 at regional level.• Led the implementation of software in different areas of the university as well as coached users and administrators, which resulted in an improvement in the quality of service provided by three key areas (academic, human resources and administration).• Designed business intelligence tools that assisted in decision making of different areas like the financial and academic.• Improved the perception of service quality of all technology users by designing workflows and an efficient process for handling the management and usage of IT resources under the parameters of the ISO 9001 normativity.

Management, design and support all the technological elements for the Marketing area.• Designed business intelligence tools with the purpose of building better and focused publicity. • Created an electronic business email service which easily kept customers top of mind with the company.• Generated internal electronic bulletins which allowed the different areas and personnel to stay informed.

Management and support of existing technological equipment and software. Improve and optimize existing software, keep all the hardware and equipment working in adequate conditions. Include all additions or discounts in the payroll.• Participated in a management software change, completing the migration, coaching users and mitigating the results of the change to all users, which resulted in quick implementation and adaptation by users.• Redesigned the Webpage so it could work with the new software and database, which enabled associates to obtain information about their savings and services online.