Arvin Ocampo
Fallbrook,CA
Summary
Results-driven professional with expertise in technical support, data analysis, and process optimization. Skilled in streamlining workflows, reducing costs, and enhancing customer satisfaction. Proficient in SQL, Snowflake, Jira, and Confluence, with a proven ability to drive operational efficiency and manage cross-functional teams to achieve measurable outcomes.
Overview
19
19
years of professional experience
Work History
Business Process Manager
Cisco Corp
Carlsbad, CA
05.2022 - 11.2024
- Directed growth strategy enhancing user input capabilities by 700%, fulfilling system demands.
- Achieved a 60% reduction in product-related problems with comprehensive examination of workflow components.
- Reduced total processing duration by 66% through the implementation of a comprehensive optimization initiative.
- Elevated product health and workflow improvements, achieving a 25% rise in user adoption.
- Ensured 99% uptime for applications focusing on user needs.
- Delivered detailed walkthroughs of new functionalities, updates, and resolved issues.
Technical Support Engineer
Cisco Corp
Carlsbad, CA
08.2015 - 05.2022
- Designed and implemented knowledge enhancement strategies to optimize workflow comprehension and reduce escalations.
- Implemented detailed RCA-guideline-based escalation, leading to an 80% SLA resolution rate.
- Decreased Snowflake cloud database costs by 25% through detailed execution analysis and optimization efforts
- Achieved significant improvements in delivery timelines by optimizing partner processing strategies.
- Developed and monitored KPIs to assess resolution times, escalation rates, and issue types.
- Ensured seamless delivery by creating and executing comprehensive quality control plans.
- Engineered comprehensive support frameworks and service level agreements to optimize team functionality.
- Established comprehensive documentation processes in Jira and Confluence for 95% coverage on critical issues.
Data Analyst
MaintenanceNet
Carlsbad, CA
08.2012 - 08.2015
- Streamlined partner solution deployment by managing scalable SQL workflows with precise configurations.
- Managed the seamless transition of a legacy platform, minimizing workflow interruptions.
- Formulated and executed development plans for incoming support personnel, increasing operational efficiency.
- Monitored campaign workflows and measured engagement metrics to enhance overall performance.
Data Analyst/Business Analyst
Tri-Ad Actuaries
Escondido, CA
08.2007 - 08.2012
- Increased efficiency in reporting by developing SQL Server SSIS solutions to automate data consolidation from multiple sources.
- Oversaw ETL process to maintain accurate and timely production data delivery.
- Directed documentation initiatives to standardize processes throughout department.
- Introduced exception reporting process for seamless management of all data transfers.
- Facilitated coordination between clients and vendors to ensure accurate handling of data concerns.
- Managed comprehensive data handling to maintain consistent quality standards.
- Handled and fulfilled diverse ad-hoc requests such as reports, queries, data manipulation, imports, and exports.
- Oversaw data migration from legacy systems, enabling seamless integration.
Crystal Reports Writer
Fairfield Residential
San Diego, CA
05.2006 - 05.2007
- Optimized queries/reports via re-writes and various indexing techniques and verified performance improvements using a combination of data compiled from PerfMon, SQL Profiler, and Query Analyzer's Execution Plan
- Performed array of associated reporting tasks including, development, modification, production troubleshooting of property data using Crystal Reports
- Implemented innovative reporting structure transforming income statements to enhance data access.
Education
Bachelor of Science - Business Management
University of Phoenix
San Diego, CACertificate - Computer Information Science
Coleman College
San Marcos, CASkills
- Product Management Expertise
- SQL Data Analysis
- Automated Solutions Development
- Jira/Confluence Expertise
- Agile Methodology
- Digital Transformation
- Business and User Acceptance Testing Expertise
- Customer Escalation Handling
- Technical Support
- Cross-Functional Collaboration
- Workflow Optimization
- Operational Scaling
- SQL Server Administration
- Comprehensive Report Creation
Websites
Timeline
Business Process Manager
Cisco Corp
05.2022 - 11.2024
Technical Support Engineer
Cisco Corp
08.2015 - 05.2022
Data Analyst
MaintenanceNet
08.2012 - 08.2015
Data Analyst/Business Analyst
Tri-Ad Actuaries
08.2007 - 08.2012
Crystal Reports Writer
Fairfield Residential
05.2006 - 05.2007
Bachelor of Science - Business Management
University of Phoenix
Certificate - Computer Information Science
Coleman College