Karla Figueroa

• Provide comprehensive support to users, ensuring optimal system performance and troubleshooting issues promptly.
• Oversee system health monitoring and implement proactive measures to maintain stability and efficiency.
• Lead the initial deployment and installation of Labware systems, facilitating seamless integration into the organization.
• Develop and deploy enhancements and new functionalities to improve system capabilities.
• Apply fixes and maintenance releases to sustain system reliability and performance.
• Serve as a liaison between internal support teams and Labware technical resources, product support, and customer success management.
• Collaborate with Labware consultants to optimize system functionality and user experience.

• Providing customer service to resolved technical issues in MacOS, iOS, iPadOS and watchOS.
• Performing troubleshooting activities and knowledge-based research in a virtual environment.
• Interacting with customers using various media channels including phone, chats and email.
• Resolving username and password difficulties.
• Troubleshooting email, wi-fi connectivity and web browser issues.
• Navigating customers through various apps and provide how to's workflows.
• Data back-up, sharing & synchronization troubleshooting.
• Verifying proper hardware and software configuration and set up.
• Diagnosing and resolving issues including internet connectivity, email, application downloads, and application features.

• Provided customer service to Amazon customers and drivers by listening, analyzing problems, and resolving issues.
• Utilized internal systems to provide tracking and delivery information on customer's orders.
• Researched customer questions and assisted with processing feedback forms and escalated issue to supervisor when necessary.
• Engaged in service improvement activities to provide a better user experience to customers and drivers.
• Resolved driver's issues with the assistance of Amazon policies and procedures.
• Provided GPS location assistance to drivers using Bing and Google web mapping services.

• Identifying security threats and vulnerabilities to manage data, application, and security.
• Installing software applications, upgrading, repairing and troubleshooting, and performing preventative maintenance of basic personal computer hardware and operating systems.
• Identifying and implementing compliance and operational security measures to ensure system safety.
• Managing risk and security incidents to plan for business continuity.
• Read technical manuals and conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Analyze Network data, configure network settings evaluate network performance.

• Supported Application Aries, CMG (GEM & IMEX), DecisionSpace Geoscience Suite, EasyCore, EDM, Eclipse, GeoGraphix Suite, Geolog, Gohfer, GOCAD/SKUA, IHS Harmony, Kappa, Matlab, MOVE, Petrel Suite, ProCount, PVTSim, StarSteer, Trinity, Spotfire, AutoCAD, Techlog,eVin, Talus EA.
• Communicate with the application vendor on issues and new releases.
• Coordinated geoscience application upgrades on windows environment by testing, documenting the installation process, and submitting requests for scripting and deployment of the new version with internal IT teams.
• Updated a new version of the license's files host on windows servers associated with geoscience applications.
• Performed access management for applications that have their own security by using AD groups and Oracle databases.
• Performed data connectivity configuration for applications utilizing Oracle databases.
• Monitored application performance and providing suggestions to end-user for best practice and provided workflow instructions for application usage.
• Updating Spotfire databases with vendor data on a monthly basis.
• Working on proof of consent for Hadoop utilization with geoscience databases.

• Supported Applications: ESRI ArcGIS Desktop suite, Tibco OpenSpirit, and Spotfire, Landmark Geographix, EDM Suite, Openworks, Schlumberger Petrel, Techlog, Safe Software FME, Fledermaus.
• Served as a central point of contact for technical application incidents and requests.
• Provided technical application support on installation, licenses configuration and database connectivity.
• Coordinated responses to incidents/requests with service partners (infrastructure, data management teams and 3rd party teams using ServiceNow.
• Ensured customer is kept up to date on their incident/request progress.
• Coordinated application upgrades according to agreed upgrade schedule and within the change management practices defined.
• Captured known issues and related information to drive knowledge transfer across both application support team members and other support groups.
• Provided enhancement suggestions to improve service offerings either internally within the support mechanism of the team, or externally to improve the business experience of service.
• Performed Functional Site Owner duties which including managing internal SharePoint site, providing permission and access, championing information management best practice, sharing documents links, collaborating to SharePoint content including workflow creation for end-users and keeping support documentation update.
• Performed Application Performance Monitoring using Riverbed solutions.

Supported Applications:
ESRI ArcGIS Desktop suite, Tibco OpenSpirit, and Spotfire
Provided GIS support to end-users including coordinating training sessions, and developing
and providing workflows solutions
Promoted GIS as real solution for time efficient, QC tool throughout BP's user community by
demonstrating spatial technologies
Analyzed technical problems, particularly access problems and connectivity to 3rd party
applications, reporting issues to infrastructure and data management teams
Coordinated global deployment of ArcGIS Desktop and other GIS related applications,
including Blue Marble and Tibco Open Spirit, resulting in upgrade of 900 GIS users
Participated in development of a service improvement proposal for use of Open Spirit as
connector between ArcGIS and Landmark OpenWorks, presented proof of consent to
Geologist
Gained knowledge with process of map creation spatial data digitation; data analysis and
creation of montages, charts and reports utilizing ArcGIS Desktop
Provided feedback to vendor application to improve products or fix compatibility issues
Acted as a technical resource, mentor and coach for other technical support personnel,
allowing better collaboration among Engineers, Geologist and G&G Support teams
Supported Land Department for all requests to create and update feature datasets on SDE
databases, collected Tobin data updates from vendors and ran 24/7 processes that updated
features in SDE datasets, ensuring users had most up-to-date information

• Provided administrative support to Project Manager, Team Lead and IV&V analysts.
• Documented and updated issues in the Project Issue Tracking System (PITS).
• Tracked team activity and produces Biweekly Report.
• Tracked program activity and provides research for preparation of monthly status report.