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Technical Support Software Engineer

Miami, Florida, United States
August 24, 2018

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ALVARO L. PALACIOS RUBIANO ** ** NW ** Terrace * Doral FL 33178 * 305-***-****

Business Analyst SAP and Technical Support Specialist

Solutions focused professional with 10+ years experience providing rapid and client focused technical support and Business Analyst to 80+ user. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths illustrated by multiple service awards.

Areas of Expertise:

Troubleshooting & Issue Resolution

End user Training & Support

Scheduled & Ad Hoc Maintenance

Client Relationship Management

Root Cause Analysis

System Implementation

Rapid Response Times

Detailed Documentation

Design and develop Win Forms/Web applications

Research and correct problems in existing software systems.

Develop and maintain program code to interface data between application systems

Develop and execute test plans to validate proper functionality of program code.

Debug and provide updates that will correct data corrupted by software defects.

Coordinate installation of software and data fixes.

Ability to quickly understand and translate business needs into technical requirements.

Integrate multiple data sets into a single normalized file that can be visualized.

Bilingual : Spanish - English

Technical Proficiencies:

Platforms: Windows XP/Vista, OS IBM

Hardware: Dell / Compaq / desktops and notebooks, printers, Scanners, Printers Ricoh

Applications: Microsoft Office, Norton, Antivirus, Symantec PcanyWhere, Retrospect backup, Sap Fico, Java, JavaScript

Technical Support Helpdesk and Software Engineer in SAP:

Avianca Inc. Miami, Florida

Developed and tested the code for accounting tasks within the

corporation, including cost estimating, salary computation, purchased.

Worked on new functionality in the SAP of the Company

I provided daily financial support for the Latin American Headquarters Finance department. Primary General Accounting Duties

-Assist with Month-end closing including

-Posting journal entries

-Assist with intercompany communications and reconciliations

-Assist in preparation of Monthly Management Reports

-Provide General Accounting Support including:

-Various Ad Hoc Account Analysis

-GL Account Reconciliations

-Assist in preparation of monthly and quarterly schedules and information requests to assist with Internal and External audits

-Contact other departments and/or outside agencies to resolve problems

Assisted 80+ user resolving diverse hardware and software issues. Ensured quick resolution of user concerns and escalated more complicated support issues to Specialist representatives and field service engineers.

Consult Financial Software Engineer

Avianca S.A. Colombia

Organized and managed various computer projects. Supervised a research and development team of six employees. Designed and implemented new employee training programs. Developed part of the core of the product Financial Sap, Interfaces to other software for Accounts Receivable, Accounts Payable, General Ledger, Budgeting, Fixed Assets. Treasury and Cash Flow of the SAP system. Designed and programmed the Abad 4 provisioning system.

Developed and tested the code for system accounting tasks within the

corporation in different countries (Venezuela, Ecuador, Peru, Usa, Mexico, Brazil), including cost estimating, salary computation, purchased

supplies, monitoring 6 others associates. Worked on Cobol, Mantis, Visual Basic, SQL Access Abad 4.

Key Achievement:

Reduced user callback through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions.

Computer Support Specialist

Trained departmental staff in the use of company systems and applications, providing ongoing support. Installed applications and coordinated all hardware / software upgrades.

Support in financial Sap system

Key Achievement:

Increased departmental efficiency and reduced operational costs by automating several routine database management tasks and Documents on file servers

Education & Training

Engineering Systems

University Incca – Colombia

Other Education:

ISSC / Vs IBM Applications Programming

Design and Database Administration IBM

DL / 1 Application Programming IBM

VSE / VSAM IBM Design and Implementation

MVS & JCL Utilities IBM

Introduction to Local Area Networks IBM

LAN Communications IBM AIX

AIX For IBM Users

IBM AIX Advanced

Mantis Basic LASC

Latin American Software Company

Mantis 4.2 Concepts and Facilities LASC

Latin American Software Company

Introduction to SAP

General concepts of SAP.

Sap Accounts Receivable

Sap Accounts Payable

Sap Ledger

Sap Fixed Assets


Visual Basic

SQL Access.







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