Customer Service System Administrator

BEATRIZ R. CASTILLO

San Francisco, CA 650-***-**** ********************@*****.*** linkedin.com/in/beatrizrcastillo HRIS LEAD SPECIALIST

HRIS Lead Specialist with a proven track record of excellence in HRIS management, with an eye for detail and a passion for optimizing human resource processes. Specializes in implementing and maintaining cutting-edge HRIS solutions and excels in aligning strategies with business objectives, fostering a culture of continuous improvement, and delivering impactful solutions that empower HR teams and drive business success.

AREAS OF EXPERTISE

Project Management Applicant Tracking Systems (ATS) Administration System Administrator User Acceptance Testing Training and Support Recruiting Onboarding Implementations Oracle Taleo HCM SaaS Cloud (Core HR and Onboarding Journeys) Customer Service End Support Teamwork Adaptability Windows/Citrix Attention to Detail SharePoint Walk Me Oracle Taleo iCIMS

MS365 Teams Lifecycle Recruiting ServiceNow Data Migration HRIS Subject Matter Expert (SME) Management Communication Written and Verbal English and Spanish Cross-Functional Collaboration PROFESSIONAL EXPERIENCE

Arthur J Gallagher Insurance, Rolling Meadows, Illinois August 2015 - January 2024 Global Human Resources Information System Lead/Specialist

• Implemented (digital solution) and deployed a new application tracking system in collaboration with internal and iCIMS teams, resulting in the seamless transition from Oracle Taleo. This initiative led to a 25% reduction in time-to-hire metrics, saving an estimated 500 hours annually in recruitment processes while also optimizing staffing agency portals for streamlined candidate sourcing.

• Utilized lifecycle knowledge to analyze client requests, including feature assessment, configuration, and user acceptance training.

• Implemented migration processes, resulting in a 30% reduction in deployment time from staging to production zones. Adhered to ITIL and SOX practices, ensuring compliance and security standards were met throughout the deployment process.

• Increased operational efficiency by 20% and reduced manual errors by 15% by researching and presenting the benefits of new automation initiative.

• Successfully configured multiple components within the HRIS lifecycle, including application tracking systems, career sites, portals, integrations, and SSO/API/SFTP resulting in a 40% improvement in user efficiency and a 25% reduction in system downtime.

• Performed proactive system maintenance, upgrades, and fixes, ensuring system performance and stability. This led to a 30% decrease in system-related issues and a 20% increase in user satisfaction ratings.

• Collaborated with assessment and background check vendors, resulting in a 25% reduction in onboarding time and a 15% increase in accuracy of candidate evaluations.

• Facilitated seamless LinkedIn profile connections for job applicants, improving candidate experience and increasing application completion rates by 20%.

• Successfully executed data migrations from Taleo to iCIMS, resulting in a 30% reduction in data transfer time and a 20% increase in data accuracy.

• Conducted data structure inventories, cultivating departmental organization and enhancing data integrity by 20%.

• Developed and documented HRIS workflows, improving efficiency by 35% and ensuring compliance with industry regulations.

• Established effective partnerships with cross-functional and IT teams, reducing HRIS-related issue resolution time by 25% and enhancing successful enhancement implementations by 20%. Oracle Taleo Administrator / Configuration / Development / System Support Globally

• Provided comprehensive global support for Recruiting, Onboarding, Performance, Reporting (OBI), and Integration functions, ensuring seamless operations across regions and departments.

• Developed and implemented multiple Onboarding processes consisting of 200+ steps, complete with detailed supporting documentation, forms, and emails, enhancing the efficiency and effectiveness of the onboarding experience for new hires.

• Designed and implemented new Career Sections within the system, expanding the talent pool and improving recruitment outcomes, while also utilizing eQuest to strategically post job openings and generate job-specific URLs for Monster postings, increasing visibility and attracting top-tier candidates to open positions.

• Managed user administration within the Taleo to ensure compliance within security protocols and safeguarding sensitive data.

• Collaborated with an overseas team to resolve integration issues between Oracle Taleo and Oracle HCM (myHR), ensuring seamless data exchange and system interoperability. ServiceNow Project Manager

• Enhanced global HR efficiency by optimizing the Service Now ticketing tool, resulting in a 20% increase in ticket resolution efficiency and a 15% reduction in average resolution time.

• Led system upgrades and training initiatives, resulting in a 25% increase in user satisfaction scores.

• Led development team resulting in a 30% increase in project completion rates and a 25% improvement in product quality. Oracle Corporation, Redwood Shores, California August 2012 - August 2015 HR Computer Information System Administrator, Global

• Managed twenty global clients, streamlining contract resigning processes, resulting in a 20% reduction in contract renewal time and increased client satisfaction.

• Implemented weekly client meetings to address areas of development, leading to a 15% improvement in talent efficiency and a 10% reduction in turnaround time for talent-related initiatives.

• Configured Recruiting, Onboarding, Performance, and Reporting modules for Oracle Taleo Enterprise Edition, reducing setup time by 25% and accelerating the implementation process.

• Facilitated remote knowledge transfer sessions and provided comprehensive step-by-step documentation to clients, saving an average of 10 hours per client in onboarding and training time.

• Acted as the primary point of contact for Taleo users, addressing business process queries promptly, resulting in a 30% reduction in user-reported issues and improved system utilization.

• Escalated and resolved system issues to Oracle Taleo Customer Support, reducing downtime by 20% and ensuring uninterrupted system operation.

• Conducted user account audits, ensuring correct access to applications and reducing security risks, resulting in a 15% decrease in unauthorized access incidents.

• Conducted root cause analyses for system issues, leading to a 25% decrease in recurring problems and enhanced system stability.

Taleo Corporation, San Francisco, California October 2005 - August 2012 Remote System Administration

• Enhanced Taleo Enterprise Edition functionalities in recruitment, reporting, analytics, performance, and onboarding to align with industry standards.

• Directed client meetings, ensuring clear communication and adherence to project timelines and budgets.

• Conducted Webex knowledge transfer sessions, improving user proficiency and system efficiency by 20%. Provided daily system administration and support, ensuring uptime, data integrity, and compliance.

• Served as primary contact for Taleo users, addressing queries and fostering satisfaction and compliance. Coordinated system administration tasks to ensure stability and compliance with regulations.

• Served as Subject Matter Expert (SME) for Taleo functionality to client meetings and projects, supporting strategic workforce planning. Managed incident submission and resolution, minimizing downtime and ensuring SLA adherence.

• Served as key escalation point for Taleo support, ensuring prompt issue resolution and system reliability. Provided ad-hoc assistance to new users and led weekly status calls, facilitating smooth onboarding and keeping clients informed about Taleo releases.

Technical Support Analyst / System Administrator, Transportation Security Administration

• Managed case resolution, resulting in a 20% reduction in average resolution time and increased client satisfaction.

• Delivered superior customer service, resulting in a 25% increase in positive feedback and repeat business.

• Authored comprehensive manuals, reports, and notifications, decreasing client inquiries by 30% regarding software updates.

• Responded to software outages, ensuring 100% uptime within the TSA production zone.

• Served as system administrator, improving system efficiency by 15% and reducing user-reported issues by 20%. EDUCATION

Bachelor of Science, Computer Information Systems

San Francisco State University, San Francisco, California Other companies worked for:

Accenture (Arthur J Andersen), Environmental Protection Agency (EPA), Bechtel, Menlo College, Pacific Gas and Electric

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