Luis A. Chimal Martinez

• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Organizational & business analysis
• Operations process monitoring & improvement
• Transport Management & Supply Chain system knowledge management
• Business requirement documentation creation
• System issues resolution detection & resolution by reporting these through ITIL helpdesk system tickets for multiple CEVA IT support teams.
• Software Change Management process
• Reviewed internal systems and organized training plans to address areas in need of improvement.

Performed activities:

• Level 2 Application business analysis for incident resolution
• Leader experience coordinating 2 support analyst
• Net code & SQL server stored procedures debugging & troubleshooting for technical issue analysis resolution
• Change management coordination & validation in order to implement code patch for system issues resolution & enhancement
• Problem management ticket handling for recurrent issues that require deeper root cause analysis for permanent fix implementation
• Logistics Supply Chain Management business analysis
• System process health monitoring through different tools like Centreon & Dynatrace
• Ensures and promotes ITIL best practices for Incident, Problem, Change, Release management within IS and Service Providers
• SOP & Quality standards documentation creation
• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
• Documented all transactions and support interactions in system for future reference and addition to knowledge base
• Explained technical information in clear terms to non-technical individuals to promote better understanding
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes

Assigned Project: Lilly ADM Support project External worker assignation with base location in Eli Lilly office located in Mexico City.

Application Production support activities:

• Ticket Incident troubleshooting and resolution according to the SLA established by the client
• Change Management process execution in order to upgrade & maintain Lilly applications
• SharePoint 2010 collaboration sites support (surveys creation, security administration, page modifications (text changes, web part orientation etc)) for the different company areas

Development activities:

• Application upgrade and maintenance using .NET,C#, Oracle, SQL Server technologies following up a change management live cycle process
• SharePoint 2010 Info path & .NET custom web part change implementations according to business requirements

Quality Assurance performed activities

• Documentation creation (Requirements, Design & Test Script)
• System Periodic Reviews
• Privacy information security verification
• Access Roster Reviews
• Performed quality revision and verification in order to determine the pharmaceutical regulation of the system (GPP, GMP, Privacy etc), criticallity (Low, Medium, High) & the possible impacts if the system is not working

Testing performed activities (HP ALM Quality Center):

• Test scripts creation (I verified that all the documented steps covered the necessary requirements requested by the business)
• Test set creation in order to execute the system or user acceptance testing, following up the steps documented in the related test scripts
• Detection of the testing type that is required for each particular usage case (Unit, Integration, Regression, System, UAT)

• Web application development for different areas with .NET (Framework 3.5 & 4), C#, SQL
• Server, ASP 3.0 technologies to upgrade and maintain different systems inside the company
• SharePoint 2010 application development, focusing in the creation of custom list, sub sites, site collections,master pages look & feel design using SharePoint Designer 2010
• SharePoint 2010 support troubleshooting for multiple sites
• Internal intranet implementation & support
• Strengthened internal communication strategies and success by enhancing company intranet program and pages.
• Built website interfaces with HTML and CSS.
• Applied knowledge of JavaScript and Object-Oriented Programming to create successful designs.
• Owned more than 2 projects per year from initial research and conceptual design through testing and implementation phases.