Technical Support Engineer
Resume:
P R O F E S S I O N A L P R O F I L E
E X P E R I E N C E
C O N T A C T
As a Technical Support Engineer at Oracle, I managed customer needs by addressing and resolving issues efficiently. This role honed my skills in customer service and engagement, leading to recognition as a Top Performer in my area. Key responsibilities and achievements included:
Advocated for customer needs by resolving concerns and providing expert guidance on My Oracle Support and processes through phone, email, and web conferences.
Delivered comprehensive support for non-technical issues in both Spanish and English, ensuring effective problem resolution and customer satisfaction.
Facilitated translations of Service Requests between English and Spanish, improving communication and service efficiency.
Conducted live translations during Oracle Web Conferences, enabling seamless interactions between English-speaking engineers and Spanish-speaking customers.
Managed Service Requests and non-technical issues in accordance with Oracle’s guidelines.
TECHNICAL SUPPORT ENGINEER ORACLE
S e p t e m b e r 2 0 2 2 -- - S e p t e m b e r 2 0 2 3 T B
4255 Saltmarsh Sparrow Dr,
Windermere, Fl.
T A T I A N A
B L ANCO
I T PROFESSIONAL
Experienced Software Engineer with over 12 years in Software Development Lifecycle, IT Consulting and Support. Demonstrated expertise in all phases of software development, from initial concept to final delivery. Known for exceptional customer service skills and adeptness at resolving complex issues. Skilled in project management, with extensive experience in overseeing presales processes, crafting technical proposals, and delivering robust post-sales support.
*******.***@*****.***
www.linkedin.com/in/tatiana-blancod
As a Service Account Manager at Synapsis, I acted as a customer advocate by overseeing the entire pre-sales process and engaging in project management activities. My role encompassed providing sales support and delivering comprehensive post-sales assistance. I successfully secured numerous winning proposals, attracted new clients, and fostered strong customer loyalty.
SERVICE ACCOUNT MANAGER SYNAPSIS, COLOMBIA
N o v e m b e r 2 0 1 3 -- - N o v e m b e r 2 0 1 4 E D U C A T I O N
BACHELOR OF ENGINEERING
Software Engineering
Fundacion Universitaria San Martin –
Colombia
1 9 9 8 -- - 2 0 0 3
CONTINUED EDUCATION
PROGRAM
Project Management Program,
based on PMBoK, 100 hours
ADEN International Business School –
Colombia
2 0 1 3
E X P E R I E N C E ( C o n t i n u e d )
Market research
Growing accounts
Process management
Customer interaction
Project planning
Resource Management
S K I L L S
Key responsibilities and achievements included:
Analyzed and negotiated sales opportunities to drive business growth.
Developed and presented compelling proposals, tailoring solutions to client needs.
Conducted cost analysis and assessed project timelines and scopes to ensure accuracy and feasibility.
Consistently met and exceeded sales targets.
Led Project Managers in overseeing project follow-ups, managing workload capacity, and reviewing incentives, bonuses, PTOs, performance evaluations, and vacation requests.
Supported the creation of RFP proposals for projects across Latin American countries, including Panama, Brazil, and Chile.
Coordinated team assembly for new projects based on RFP requirements. T B
As Presales Consultant at Synapsis, I delivered effective solutions through technical proposals and provided essential sales support. I consistently secured winning proposals, attracted new clients and consistently met and exceeded pre-sales targets. Key responsibilities and achievements included:
Analyzed, developed, and presented government RFP proposals by understanding customer needs, evaluating requirements, and planning projects. Delivered technical proposals, cost estimates, and risk and resource assessments.
Conducted market analysis and crafted detailed responses to RFIs.
Performed quality assurance on critical RFP proposals to ensure accuracy and completeness.
Supported the Sales team with technical expertise and proposal development. PRE-SALES CONSULTANT SYNAPSIS, COLOMBIA
A u g u s t 2 0 1 1 -- - N o v e m b e r 2 0 1 3
TATIANA BLANCO
I T P R O F E S S I O N A L
An excellent understanding of customer
care
Good attention to detail
Ability to work independently and as a
part of a team
Ability to thrive under pressure or stressful
situations
Ability to work effectively to meet goals
and deadlines
Ability to prioritize and manage several
different tasks at once
Analytical
PRE-SALES LEADER CONSULTING NET S.A., COLOMBIA
M a y 2 0 0 9 -- - J a n u a r y 2 0 1 1
As Presales Leader at Consulting Net S.A., I established and developed the presales department from the ground up, defining its functions, methodologies, documentation, and tools to ensure the creation of effective proposals. Key achievements include building a high- performing team with the essential skills for presales activities and securing winning proposals that attracted new clients while retaining existing ones. Key responsibilities and achievements included:
Defined and implemented methodologies, documentation, technical proposal templates, cost estimation templates, and tools for the Company’s Presales Area.
Analyzed, developed, and presented Government RFP proposals by assessing customer needs, conducting requirement analysis, planning projects, and estimating costs, risks, and resources.
E X P E R T I S E
Reading
Photography
Travel
Writing
L A N G U A G E S
Spanish (Native)
I N T E R E S T S
English (Intermediate)
PRE-SALES CONSULTANT INFORMATICA SIGLO 21 - COLOMBIA J a n u a r y 2 0 0 6 -- - A p r i l 2 0 0 9
T B
As Presales Consultant at Informática Siglo 21, I crafted impactful technical proposals and offered critical sales support, driving successful outcomes. I consistently won proposals, attracted new clients, and exceeded pre-sales targets on a regular basis. Key responsibilities and achievements included:
Analyzed, developed, and presented Government RFP proposals by understanding customer needs, assessing requirements, planning projects, and estimating costs, risks, and resources.
Conducted market analysis and developed responses to RFIs to address client inquiries and enhance competitive positioning.
Tracked proposals to ensure timely submission and effective follow-up.
Supported the Sales team by providing technical expertise and assisting with proposal development.
TATIANA BLANCO
I T P R O F E S S I O N A L
SOFTWARE DEVELOPER AND CONSULTANT TALENTOS &
TECNOLOGIA - COLOMBIA
M a y 2 0 0 3 -- - N o v e m b e r 2 0 0 5
Conducted market analysis and crafted responses to RFIs to support business development and strategic positioning.
Performed quality assurance on critical RFP proposals to ensure accuracy and compliance with client specifications.
Supported the Sales team by providing technical insights and proposal development assistance.
Tracked proposals to monitor progress and ensure timely delivery. As Software Developer and Consultant at Talentos & Tecnología, I developed solutions using tools like Centura and Toad (for Microsoft SQL Server and Oracle Databases) and addressed technical issues effectively. Additionally, I trained users on the application to ensure they could utilize it proficiently.
Key responsibilities and achievements included:
Analyzed, designed, and implemented Payroll, Human Resources, and Surveillance Management Software to meet organizational needs. R E F E R E N C E S
T B
TATIANA BLANCO
I T P R O F E S S I O N A L
RICARDO AVILA ORACLE
Senior Manager
*******.*****@******.***
JENNIFER UMBARILA SYNAPSIS
Pre-sales Manager
+ 57 316–523-4777
Administered databases by creating, migrating, and analyzing data structures, and developed queries, packages, functions, procedures, and triggers using PL/SQL for Oracle and SQL Server.
Provided technical support to customers, resolving issues and ensuring smooth software operation.
Conducted user training to facilitate effective software utilization and enhance user proficiency.
Supported sales efforts by assisting with technical demonstrations and pre-sales activities.
ADRIANA TAVERA SYNAPSIS
Service Manager
*********@***.***
JAIME BUITRAGO INFORMATICA
SIGLO 21
Outsourcing Manager
********@*****.***
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