Arturo Garza
Computer Technology Engineering Specialist
Monterrey
Summary
Experienced Support Engineer familiar with user support and root cause analysis. Advanced knowledge of Retail and Supply Chain operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
4
4
Languages
Work History
Support Engineer
Blue Yonder
Monterrey
04.2019 - Current
- Primary point of engagement with remote customer representatives for Workforce and Portfolio Merchandise Management technical concerns and requirements, managing an average of 20 high severity incidents simultaneously per week plus additional medium to low severity cases while meeting Service Level Agreements.
- Delivering same-day solutions to critical/escalated system incidents, spearheading customer update, root cause analysis and solution implementation sessions, minimizing business impact and system downtime, including during holidays and weekends.
- Triage and research of front-end/backend issues to develop solutions, coordinating with Consulting and Product Development teams, leading 50+ unique system patches and enhancement requests.
- Understanding of PMM/WFM functionality to promptly deliver solutions to user queries/problems to build satisfaction, trust and confidence across multiple key clients (ex. Claire's, Sally Beauty, Avis).
- Advancing the understanding of complex/challenging client requirements and their implementation to support resources, making the client feel accomodated and fostering their retention.
- Monitoring, patching and managing of complex customer application systems, databases and servers. A single customer account requires the management of a production and 2+ non production environments, which include multiple application, database, and SFTP servers.
- Directing of training sessions for new support engineers, enhancing their WFM/PMM skill levels as well as their customer satisfaction abilities, contributing to the growth, performance and reliability of the support team.
- Documentation of 30+ comprehensive internal knowledge articles for technical incident solutions to provide faster turnaround for recurring issues.
IT Service Manager and Consultant
KALYPSO
Monterrey
08.2017 - 02.2019
- Part of a specialized remote support team for Customer Relationship Management software, managing 12+ high severity customer incidents per week.
- Certified for solving programming and configuration-based tickets for Oracle products, including database administration for a broad selection of clients (ex. Starbucks).
- Communicating regularly and directly with clients, providing streamlined responses to stakeholders with well-defined solutions to increase their knowledge of system resources, reduce the recurrence of common issues and build trust, satisfaction and retention.
- Documenting/implementing 20+ unique scenarios for database and server configuration/maintenance as an added value to the firm's knowledge base for customer support.
- Migrating data and re-hosting client servers, including the transition of a production level environment to a better performing infrastructure (migrating data, system services, post-implementation troubleshooting, etc.)
- Managing change control processes and ensuring seamless implementation of software based customer-specific requests in a timely manner.
Software Engineer
EPICOR
Monterrey
01.2017 - 07.2017
- Design and maintenance of proprietary cloud based Enterprise Resource Planning solutions using Microsoft tools, C#, and LINQ, focused on modules for Customer Relationship Management and Supply Chain Management.
- Software analysis and development of methodologies for faster identification of bugs and solutions for multiple ERP customers (ex. McKesson).
- Engagement with various team-oriented SCRUM based projects, fulfilling coding-based tasks and objectives within the defined scope/metrics.
- Documentation of 5+ scenarios of problem analysis and solution triage of high severity bugs for the team's knowledge base for customer support.
IT Engineering Specialist & Scientific Technician
Allflex USA, INC.
Dallas
06.2016 - 12.2016
- Maintenance of proprietary applications for sales, customers, shipment and inventory management.
- Solving local general user support and quality control problems. Working on about 15 mid-low severity incidents per week covering user access/permissions, software installation, diagnosing hardware issues, etc.
- Front-end web-based interface programming for using a variety of software and web development tools for the quality assurance of physical merchandise distributed by the company.
- Analysis and comprehension of Web APIs for sales and distribution management, implementing them in local production environments.
- Collaborating in the same-day restoration of offline internal systems, validating services, user system access, database functionality, etc.
Web Application Developer
Grupo Piedrasanta
Monterrey
12.2015 - 05.2016
- Development of a prototype for custom CRM web-based modules focused on financial/project management, human resources, and system analytics using AngularJS, JSON and PHP programming, RESTful API integration, and SQL Server for database management. This was a thesis project for the University of Monterrey.
Mobile Application Developer
Grupo Naranya
Monterrey
07.2015 - 11.2015
- Development of a prototype for an Android-native mobile application for transmission of insurance data developed primarily with C#. This was featured in the TEC Monterrey job fair of 2015 and targeted by the insurance companies AXA and HDI.
Application Developer
Nuevo Leon Congress of Values
Monterrey
01.2015 - 07.2015
- Programming an iOS/Android prototype hybrid app for the distribution of information of the Nuevo Leon Congress of Values, such as contacts, FAQs, projects, locations, etc, ensuring the use of technologies compatible for both environments. Developed as part of a college professional training course.
Intern
Monterrey Catholic Seminary
Monterrey
06.2013 - 03.2014
- Classification and registration of over 500+ physical books unto a digital portal, improving on the institution's physical recordkeeping of book status, availability, late fees, etc.
Education
Bachelor’s Degree - Computer Technology Engineering
University of Monterrey
Monterrey, Mexico 08.2011 - 05.2016
Two-Semester - Bilingual Exchange Program
Nagaoka University of Technology
Japan 03.2014 - 12.2014
High School - High School education with International Baccalaureate degree and honorable mention
UDEM
Nagaoka, Japan 08.2008 - 05.2011
Skills
Retail/Supply Chain Management systems
Workforce Management systems
Portfolio Merchandise Management systems
Customer Relationship Management systems
Salesforce
ServiceNOW
JIRA
Uniface
Windows Server 2012-2016
Unix
WinSCP
Control-M
Database Management
Oracle SQL Developer
Secure Shell (PuTTY)
Java
Personal Information
Date of Birth: 02/07/92
Timeline
Support Engineer
Blue Yonder
04.2019 - Current
IT Service Manager and Consultant
KALYPSO
08.2017 - 02.2019
Software Engineer
EPICOR
01.2017 - 07.2017
IT Engineering Specialist & Scientific Technician
Allflex USA, INC.
06.2016 - 12.2016
Web Application Developer
Grupo Piedrasanta
12.2015 - 05.2016
Mobile Application Developer
Grupo Naranya
07.2015 - 11.2015
Application Developer
Nuevo Leon Congress of Values
01.2015 - 07.2015
Two-Semester - Bilingual Exchange Program
Nagaoka University of Technology
03.2014 - 12.2014
Intern
Monterrey Catholic Seminary
06.2013 - 03.2014
Bachelor’s Degree - Computer Technology Engineering
University of Monterrey
08.2011 - 05.2016
High School - High School education with International Baccalaureate degree and honorable mention
UDEM
08.2008 - 05.2011