Josue David Marino Garcia

• Provide support for Oracle OTM and GTM applications across multiple clients, ensuring timely and efficient resolution of Incidents and Problems while maintaining compliance with agreed service level agreements (SLAs).
• Experience in debugging, troubleshooting, and resolving system issues and build root cause analysis and effective communication of findings to clients.
• Manage OTM Quarterly Cloud upgrades, conducting impact analysis on Oracle's release notes, coordinating patch testing activities, and effectively communicating quarterly patch updates to clients.
• Nearshore work experience supporting U.S. clients.
• Troubleshooting and resolving integration issues with other systems
• Build solution design for new business requirements and enhancements
• Leading client calls to assess ticket status, support KPIs, gather customer feedback, and drive continuous service improvement.
• Ensure that RCA documentation for incidents and requests/enhancements is properly maintained for client reference and internal team use, minimizing potential issues after solution migrations.
• Coordinating with the offshore team to ensure 24/7 service levels, maintaining operational efficiency and seamless support coverage.

As a Consultant, I provided support for OTM Cloud, contributing to the continuous improvement of customer service. I developed extensive and in-depth expertise in OTM and GTM, which ultimately led to my promotion to Senior Consultant.

Delivering a high level of support to provide clients with effective solutions to daily challenges in Oracle's logistics systems (OTM and WMS). Ensuring a comprehensive understanding of root causes and solutions to proactively minimize future issues.

Completed training in:

• Fundamentals of programming using Python
• Database management with Oracle
• Enterprise application development using Java
• Software testing with Selenium, Cucumber, and SoapUI
• UNIX fundamentals
• C# and Transact-SQL with SQL Server and Visual Studio

• Support in academic meetings
• University community service
• Management of teacher’s evaluation
• Management and application of exams, creation of Power Point and Prezi presentations