• Dynamic Customer-Focused Leader who offers substantial knowledge of the LATAM market; who makes decisions to reflect positively on global services-driven operations in alignment with a company s vision, value, and goals; and who works to attain a competitive advantage and generate robust growth emphasizing customer / operational excellence.
• Visionary Professional who rises above customers technixxxxxxl challenges to deliver world-class experiences and achieve winning outcomes, including quickly adapting to evolving scenarios to optimize resources and reach high profit and productivity levels, as well as independently resolving in-depth issues with diverse parties to boost success.
• Bilingual Communixxxxxxtor (English / Spanish) who develops synergistic relationships with cross-geographixxxxxxl decision-makers, teams, and customers; who excels in fast-paced autonomous and collaborative work environments; and who leads peers by example and with integrity to inspire customer confidence and forge strong teamwork to meet objectives.

Senior Business Relationship Manager SaaS (2014 Present)

• Xxxxxxpitalize on the opportunity to lead forward-thinking new account onboarding initiatives while managing LATAM accounts; focusing on operational excellence to deliver a world-class on-demand experience; and collectively collaborating with customers, partners, and other BMC departments to drive lucrative growth of customer advoxxxxxxtes.
• Partner with sales and account manager teams to prioritize and manage accounts, along with engaging with customers to establish a dynamic business roadmap / blueprint to ensure ongoing achievement of business objectives.
• Promote customer advoxxxxxxcy to drive industry best practices and evolution of BMC product and platform functionality.
• Liaise among areas within customer success and BMC to develop and deliver Continuous Service Improvement Plans.
• Support customers in change management / governance while addressing needs to meet business challenges or goals.

  Contributed innovative internal / external thought leadership and best practices.

  Expertly covered pre-Go Live processes, including facilitating support xxxxxxse blockers.

  Increased referral opportunities by developing and managing long-term stakeholder relationships.

  Created a BRM customer onboarding playbook for public and commercial sectors, including facilitating project timeline tracking, customer / team communixxxxxxtions, and ownership of tasks / processes, among others.

Staff Technixxxxxxl Support Analyst SaaS (2011 2014)

• Strategixxxxxxlly steered technixxxxxxl support initiatives within concurrent xxxxxxpacities as Technixxxxxxl Support Engineer / Subject Matter Expert for a Data Migration Tool, as well as Staff SaaS Technixxxxxxl Support Engineer for a Crisis Manager Project.
• Promptly troubleshot, responded to, and managed various customer issues on BMC / ARS product and integration, including ensuring appropriate resolution time and identifying and reporting functional defects to higher-level support and R&D, as well as optimizing key satisfaction while documenting interactions in the BMC issue management system.
• Independently managed priorities within defined procedures and practices, along with collaborating as required with BMC product teams, creating knowledge support articles, developing training modules, and training newly hired TSAs.

  Seamlessly translated conferences, documentation, and training as required.

  Served as single point-of-contact for all on-boarding of public-sector customers.

  Developed a process for efficiently handling incoming SaaS outages xxxxxxses into support.

  Developed webinars for customers and blogs to build communities among internal customers.

  Created a Crisis Manager coverage xxxxxxlendar and assisted resources on a weekly basis for a U.S. region.

  Created process improvements for SaaS Severity 1 issues, and trained operations team on Data Migration.

  Developed a TSA system down internal script for customers and operations teams overseeing servers.

  Created Knowledge Base documentation, as well as training for tech support engineers and global operations.

Esxxxxxxlation Engineer Level 2 (On Premise)

• Utilized broad industry knowledge toward promptly responding to and resolving customer inquiries on an AR system product in a UNIX or Windows environment, including providing support for Remedy applixxxxxxtions and related software.
• Demonstrated experience as an account manager for the company s Partners Program in Latin countries, including monitoring reverse surveys, partner training, and quality of issues logged into the system in alignment with objectives.

  Successfully analyzed diverse reported product issues to higher Tiers of Support.

  Created technixxxxxxl internal / external Knowledge Base documentation for customers and global teams.

  Collaborated with engineers to drive issues to resolution, including learning new versions, products, or modules.

  Served as Subject Matter Expert for data migration, AR system customization, and distributed server option applixxxxxxtions, and was the single point-of-esxxxxxxlation for a data migration applixxxxxxtion to support defects resolution.

Lead Product Support Specialist Engineer (1998 2000)

• Spearheaded targeted new employee training / development of new and / or existing applixxxxxxtions while serving as a go-to esxxxxxxlation expert providing support to key issues, as well as planning and prioritizing assignments to meet goals.

  Monitored the Queue Tracking System to proactively delegate team assignments.

  Recognized as a Subject Matter Expert in areas of telecommunixxxxxxtions and transmissions.

Senior Support Specialist Engineer (1996 1998)

• Played a vital role in supporting 4,500+ customers via help desk technixxxxxxl support services with applixxxxxxtions running on UNIX, DOS, and Windows OS, including testing and debugging software issues to ensure seamless core processes.
• Applied strong leadership talents toward facilitating comprehensive new / existing applixxxxxxtion training for employees.

  Trained customers with software installations and applixxxxxxtions.

  Exhibited skill in AP / AL, payroll, GL, inventory, and point-of-sale software.

  Delivered excellence in customer service for both English- and Spanish-speaking customers.

Customer Service Coordinator

• Maximized bottom-line performance by collaborating with vendors and manufacturers to ensure JIT production of customer purchase orders, along with liaising among merchandising manager to resolve critixxxxxxl production delays.

  Efficiently monitored delivery appointments at consignees key loxxxxxxtions.

  Delivered critixxxxxxl support to vendors and suppliers within the POS environment.

Customer & Technixxxxxxl Support Representative

• Directed solutions-generating technixxxxxxl support and customer service for a nationwide user base, including monitoring and maintaining UNIX and DOS environments, as well as analyzing telecommunixxxxxxtions and confidential transactions.

  Led client training initiatives on tax software installations and applixxxxxxtions.

  Supported customers with database management and resolved modem issues.

Bachelor s Degree in Information Systems University of Phoenix, Sacramento, XXXXXX

Undergraduate Business Studies San Joaquin Delta College, Stockton, XXXXXX