Gerardo Saldivar Martinez
Principal Technical Support Engineer
Zapopan, Jalisco
Summary
Technical Support Engineer with over 10 years of experience in ERP consulting, service desk operations, and enterprise application support, delivering consistent excellence in customer service.
Specialized in Oracle E-Business Suite (EBS) with deep expertise in Financials and Project Management modules, providing both functional and technical solutions. Proven success in Level 3 support, leading automation design and implementation, helping with active contributions to Oracle’s knowledge base, demonstrating strong commitment to operational excellence and continuous improvement.
Recognized for exceeding performance KPIs, leading cross-functional initiatives, and enhancing customer satisfaction through strategic problem-solving, collaboration, and innovation.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Principal Technical Support Engineer | Technical Analyst Support Level 3
Oracle
11.2021 - 09.2025
Provided Level 3 functional and technical support for Oracle E-Business Suite (EBS) with focus on Financials and Project Management modules.
Principal technical support across EBS Projects suite:
- Oracle Project Foundation
- Oracle Project Costing
- Oracle Project Billing
- Oracle Project Management
- Oracle Grants Accounting
- Oracle Planning and Control
- Oracle Project Contracts
- Oracle Receivables
Designed and led automation solutions, improving efficiency and case resolution time.
Served as Knowledge Management Reviewer, ensuring accuracy and quality of technical documentation.
Consistently exceeded support metrics and received recognition awards for technical excellence.
Partnered with global teams to resolve high-severity incidents and deliver sustainable solutions.
Technical knowledge includes PL/SQL, Unix, patching applications, and EBS installations and upgrades.
Jr. Consultant – SAP BPC
Softtek – Grupo AXO
02.2021 - 11.2021
- Provided consulting services in SAP Business Planning and Consolidation.
- Managed service desk tickets and coordinated with users to deliver solutions.
- Tools: SAP BPC, EPM Plug-in
Project Coordinator / Jr. Consultant
Softtek – ERP Alpine
03.2019 - 01.2021
- Supported Dynamics 365 modules (Finance, Supply, Production).
- Coordinated user requests, enhancements, schedules, and team deliverables.
- Tools: Microsoft Dynamics 365, ITW Ticketing System
BPO Agent
Softtek – Southwest Airlines
08.2016 - 09.2017
- Automated ticket name-change processes, reducing handling time by 40%.
- Achieved 100% in customer satisfaction surveys.
- Awarded Best Coaching by peer survey.
Campaign Coordinator
NRFM Nissan Financial Services
12.2015 - 08.2016
- Led campaign achieving 54 sales in Sentra 2016 launch.
- Reached 95% customer satisfaction post-sale.
Customer Account Executive / Trainer
Teleperformance Nearshore Region
12.2012 - 10.2015
- Ranked among top sellers with 40–50 sales per month.
- Supported transition of new hires from training to operations.
- Became subject matter expert in billing and technical support.
Education
Bachelor’s - Economics
Universidad Autonoma De Aguascalientes
Skills
SQL
Accomplishments
- Nominated as Rookie of the year
- Multiple nominations to "support star awards"
- Multiple nominations to "rounds of applause"
Timeline
Principal Technical Support Engineer | Technical Analyst Support Level 3
Oracle
11.2021 - 09.2025
Jr. Consultant – SAP BPC
Softtek – Grupo AXO
02.2021 - 11.2021
Project Coordinator / Jr. Consultant
Softtek – ERP Alpine
03.2019 - 01.2021
BPO Agent
Softtek – Southwest Airlines
08.2016 - 09.2017
Campaign Coordinator
NRFM Nissan Financial Services
12.2015 - 08.2016
Customer Account Executive / Trainer
Teleperformance Nearshore Region
12.2012 - 10.2015
Bachelor’s - Economics
Universidad Autonoma De Aguascalientes