Adrian Armogan
Clermont,FL
Summary
Improve Customer Experience to Impact Client Satisfaction Quickly asses need, diffuse escalated issues, and follow to resolution through excellent communication and technical skills. Increase customer satisfaction and reduce collection rates by accurately evaluating service-related issues, identifying root cause, and collaborating with cross-functional teams to expedite quality solutions. Customer Account Management | Software Product Specification | Mentor/Call Center Training
Overview
24
24
years of professional experience
3
3
Certification
Work History
Senior Support Engineer
Cloud Software Group/Tibco Software, FL
01.2021 - 08.2023
- Resolved concerns with WebFOCUS products such as performances, Services to help with retention and drive sales.
- Strengthened relationships with clients through consistent follow-ups post-resolution to ensure ongoing satisfaction with support services.
- Build and configured WebFOCUS software Environments using VMware images that matches customers in order to duplicate error or defect.
- Aided Administrators with adding user access, security, roles and permissions within WebFOCUS.
- Applied Patches, Restored corrupted Reports/Files in production Environment using Change Management.
- Mentored junior engineers, fostering knowledge sharing and skill development within the team.
- Led technical support operations, enhancing customer satisfaction and issue resolution efficiency within Sales Force.
- Developed comprehensive documentation for technical procedures, ensuring consistency and accuracy in problem resolution.
- Analyzed complex system issues, providing strategic solutions to optimize performance and stability.
- Streamlined incident management processes, reducing response times and improving service delivery metrics.
- Collaborated with cross-functional teams to develop comprehensive troubleshooting guides for client systems.
Project Lead
Tibco Software/IBI, CA
Clermont, FL
01.2021 - 01.2022
- Technical resource develops, re-define and document best practices.
- Implemented improvements in WebFOCUS reports as per business requirements.
- Performed installation and configuration of WebFOCUS products.
- Migrated customer from previous versions of WebFOCUS to current.
- Log and handle cases from start to finish including production down issues in hottrack on Mainframe.
- Collaborated on call rotation for after hours support.
Dispatch/Technical Support Rep. (1, II, III)
Information Builders (IBI), New York
New York
05.1999 - 01.2021
- Provided exceptional customer service led to 100% customer satisfaction.
- Designed Expert Room Application using WebFOCUS/Maintain for Tech Summit.
- Maintained Initial Response Time Service Level Agreement using internal resources along with product knowledge.
- Demonstrated Analysis, problem solving, troubleshooting skills, while working in a fast-paced, highly dynamic client-centric environment.
- Aided customer with resolving Reportcaster/ WebFOCUS technical issues as subject matter expert.
- Excellent written and verbal communication skills, while empathized with customer having varying levels of technical ability.
Education
Bachelor of Science (BIS) - Management Information Systems
York College of The City University of New York
Skills
- Linux/Unix, Windows Server, SQL, JavaScript, Python, Databases: Oracle, SQL server, DB2
- Webserver: IIS, Tomcat, Web logic
- WebEx, Remote Assistant, MS Team, Slack, Zoom
- LDAP/AD
- Application support
- Security protocols
- Backup and recovery
- Remote support
- Application installations
- Technical analysis
- Hardware and software installation
- Debugging skills
- Troubleshooting and Diagnostics
- Teamwork and collaboration
- Customer support`
- User support
- Technical support
- Technical documentation
- Ticketing systems
- System administration
Certification
- Google Cybersecurity Professional and AI Professional Certificates (In Progress on Coursera)
- Call Center Associate Certification (CCAC), Tibco Information Security Management System (ISMS) and Quality Management System (QMS)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Support Engineer
Cloud Software Group/Tibco Software, FL
01.2021 - 08.2023
Project Lead
Tibco Software/IBI, CA
01.2021 - 01.2022
Dispatch/Technical Support Rep. (1, II, III)
Information Builders (IBI), New York
05.1999 - 01.2021
Bachelor of Science (BIS) - Management Information Systems
York College of The City University of New York