Customer Service Engineer

Alejandro Mauricio Cruz Bone

+1-206-***-**** *********.****.**@*******.*** 870 SW 96th Pl, Seattle, WA 98106 Overview

Analytical, detailed oriented and bilingual Computer Science professional with proven record of learning new technologies and excelling on successfully applying them to optimize time and resources.

• Active learner, currently studying a Certificate in Computer Science and Technology at Seattle Central College graduating on December 2019.

• Enjoys working closely with colleagues on challenges, eager to learn and share experiences.

• Strives to communicate and involve with all interested parties to make sure everything is delivered in a timely manner. Professional Experience

Sales Support Analyst, Oracle [May 2017 – to date]

• Proven record of achieving accurate and timely transaction processing by always engaging and following up with all interested parties such as Finance, Contracts, HR, Legal among others.

• Improved decision and deal making process by giving visibility about economic impact and compliance issues surrounding key business decision to the management team.

• Analyzed and communicated data about Oracle Business Practices to the organization and monitored process and approvals guaranteeing full compliance.

• Boosted monthly revenue in LAD region by 20% with the introduction of Managed Cloud Services to our portfolio of services.

Primary Support Engineer, Cinte [Jan 2016 — May 2017]

• Acted as Oracle s Technical Leader responsible of all technical deliveries and communication.

• Defined business requirements for DirectTV and proactively proposed plans to ensure at least 95% of service availability, improve operational excellence, and deliver better support.

• Engaged in quarterly event reviews, incident handling, change requests and proactive management to customers like DirectTV and Sky reducing operational burden.

Software Development Analyst, DCH KnowHow [Sep 2013 — Nov 2014]

• Hired to work for Microsoft in the Business Operations Support team reporting directly to FLL.

• Optimized manual processes by developing an Excel Ribbon capable of generating 16 different operational reports on demand reducing creation time by more than the 80%.

• Developed Mobile Scorecard App capable of providing key information about Microsoft Metrics to stakeholders and metric owners.

Education

Certificate in Computer Science and Technology. Seattle Central College [2018 – Dec 2019] Bachelor of Science, Computer Science. Universidad Panamericana, Mexico City [2010 — 2014] 2

Additional Experience an Awards

FY19 Q4 Customer Service Pacesetter Award, Oracle Mexico S.A. [2019] Awarded for the contribution in making a difference in Customer Service thanks to the commitment to demonstrate excellence, leadership and integrity.

Microsoft Imagine Cup, National Finalist, Mexico City [2012 — 2013] Developed a surveillance platform for Windows and Windows Phone to help prevent home accidents in children. Languages, Technologies & Skills

Object Oriented Programming, Conflict Management, Bias for Action, Customer Oriented, Technical Design. Java (Proficient); C#.Net (Proficient); XAML (Prior Experience); XML; SQL (Proficient), PHP, JavaScript, HTML5, CSS. Eclipse, Visual Studio, Microsoft SQL.

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