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Senior Technical Support Engineer Resume
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| Desired Industry: Information Technology |
SpiderID: 83988 |
| Desired Job Location: Colorado Springs, Colorado |
Date Posted: 3/23/2023 |
| Type of Position: Full-Time Permanent |
Availability Date: One Month |
| Desired Wage: 105000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: No |
| Highest Degree Attained: Masters |
Willing to Relocate: No |
Objective:
Highly analytical, solutions-focused, and multifaceted professional, equipped with hands-on IT experience in administering and supporting supply chain management Enterprise Resource Planning systems in the areas of demand planning, supply planning, sales and operations planning, manufacturing, maintenance, and product management. Skilled in the configuration, troubleshooting, and testing of highly complex Cloud/IaaS/PaaS/databases. Armed with proven expertise in responding to client support incidents in multiple product areas of complex enterprise applications. Equipped with exceptional communication and interpersonal aptitudes in working with diverse levels of individuals.
Experience:
Oracle USA Inc., Colorado Spring, CO
Senior Technical Support Engineer Jul 2021–Present
Technical Support Engineer Sep 2018– Jul 2021
Exemplify technical skills in developing, testing, and configuring internal instances to identify and resolve customer issues
Demonstrate adeptness in using SQL query to asses customer data and execute analysis for forecasting, setups, and configurations of environments
Proficiently utilize Oracle ERP Cloud, such as OTBI, FBDI, OCI, and REST API
Play a key role in representing customers on highly sensitive and escalated issues, and proactively participate in customer meetings to deliver reporting and support status updates
Lead regular metrics reviews, which include driving operational efficiencies and ensuring the attainment of organizational goals
Partner with a large number of stakeholders, including Service and Development, Incident Management, Operations, Account Management, Customers, and Partners teams
Create, maintain, and analyze technical documentation to provide detailed steps of application processes
Develop and aid with integrations in Oracle ERP Cloud utilizing web services, such as REST and SOAP calls, and FBDI File Uploads
Display technical skills in using reporting tools including OTBI and BI Publisher
Facilitate identification and documentation of product defects, bugs, and product gaps through collaborative testing and configuration of internal cloud environments
Gather and examine diagnostic information including server diagnostics, database diagnostics, AWR, JFR, and health
Key Highlights:
Displayed competency in boosting the team efficiency by sharing knowledge, implementing best practices, and writing tools, as well as delivering of training, coaching, and mentoring
Earned distinction for “Exceeding Expectations” as an overall review from a management
Spearheaded a large yearlong project providing a web service tool with a centralized location for all processes and training for engineers in government
Successfully facilitated the training for the launch of the Oracle Fusion Production Scheduling module in the supply chain planning application including setup and configuration of test and production environments
Presided over weekly training for new personnel by providing knowledge share, guided training, and continuing education
Efficiently managed resources in the project implementation, as an implementation support lead for several "Top Accounts
Royal Pacific, Albuquerque, NM
Supply Chain Manager Jan 2015– Sep 2018
Rendered oversight to a wide array of professionals, including six direct reports including two purchasing agents, purchasing assistant, an inventory coordinator, logistics specialists, and a warehouse manager
Guided a team in developing and maintaining an accurate database of product specifications for all departments
Key Highlights:
Drove efforts in integrating a wireless warehouse management system along with advanced demand forecasting for statistical analysis for demand planning
Led the successful implementation of Epicor Wireless Warehouse Management System and advanced demand forecasting through the ERP system
Earned fast-track promotions within five years from purchasing assistant to purchasing agent and supply chain manager
Made major contributions in improving controls and executing monthly budgets, which reduced $1.2M inventory ($7.8 to $6.6) in the last year
Exemplified expertise in attaining and boosting 30% of a company’s rapid growth and development for resale, serving as one of the two original middle managers remaining since the acquisition
Attained the Employee of the Month awards three times for demonstrating exceptional work performance
Earlier Position Held:
Purchasing Agent and Buyer Aug 2013– Jan 2015
Education:
Master of Business Administration, with Concentration in Operations and Supply Chain Management, May 2017
Southern New Hampshire University, Manchester, NH | GPA: 3.8
Bachelor of Science in Accounting, May 2014
Southern New Hampshire University, Manchester, NH
Skills:
Database Management
Customer Service and Relations
SQL Query and Reporting
Strategic Planning and Implementation
Performance Metrics Development and Monitoring
Recording
Gathering
Client Needs Assessment
Team Building and Leadership
Data Analysis
Boosting
API
IAAS
PAAS
REST
SOAP
Technical Support
Prophet
Warehouse Management System
Additional Information:
Certifications
American Production and Inventory Control Society (APICS) – Certified in Production and Inventory Management (CPIM)
Certified in Oracle Cloud Infrastructure (OCI)
Certified in Oracle Fusion Cloud Supply Chain Planning
Training
Oracle Fusion Cloud Supply Chain Management ERP, specializing in Demand Planning, Supply Planning, Sales and Operations Planning, Manufacturing, Maintenance, and Product Management (SCM)
EPICOR ERP Systems – Prophet 21 Economic Resource Planning (ERP)
SQL Query and Reporting
Awards
Pacesetter Award at Oracle | Exceeding Expectations on annual review | Employee of the Month (3)
Professional Affiliations
American Production and Inventory Control Society (APICS) | Epicor Prophet 21 ERP | Crane Aerospace | Oracle
Candidate Contact Information:
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