Principal Software Engineer & Customer Escalation

Roman Garcia

Fort Lauderdale, FL • 954-***-**** • *****-*-******@*******.*** • linkedin.com/in/roman-e-garcia/

PRINCIPAL SOFTWARE ENGINEER AND TECHNICAL LEADER

Software Engineering Leader with 15+ years of experience directing high-performing engineering teams and cross-functional operations. Expert at guiding enterprise clients through complex software escalations and critical security challenges. Bridges the gap between technical architecture and customer success to maximize global platform reliability.

• Excels in building scalable systems, automation tools, and operational frameworks that reduce escalation backlogs, accelerate issue resolution, and align with evolving compliance requirements, while empowering customer-facing teams to deliver high-quality service.

• Adept at leveraging root cause analysis, data-driven insights, and continuous improvement practices to shorten response times, reduce recurring defects, and establish proactive risk prevention measures that boost client trust, satisfaction, and retention.

• Excels in leading cross-functional collaboration between engineering, QA, and customer success teams to design, implement, and refine customer-centric solutions, while mentoring technical professionals and fostering a culture of accountability and excellence. AREAS OF EXPERTISE

Engineering Team Management Customer Success Management Technical Support Leadership Escalation Management Root Cause Analysis Incident Response Enterprise HCM Platforms API Integration Workflow Optimization Risk Mitigation Process Automation SQL Troubleshooting Authentication & Authorization Multi-factor Authentication (MFA) Compliance Management Cross- Functional Collaboration Customer Retention Performance Optimization Cloud Security System Reliability Workforce Management Systems Troubleshooting & Debugging Technical Coaching & Mentoring Continuous Improvement Customer Relationship Management Fluent in English Fluent in Spanish Bilingual English/Spanish PROFESSIONAL EXPERIENCE

RGC Weston, FL

Technology Consultant Oct 2024 - Present

• Custom Consulting: Tailored solutions addressing unique business and security concerns

• Technical Support: Expert troubleshooting and system resolution

• Process Optimization: Continuous improvement strategies for business workflows

• Customer Experience: Fostering positive, high-value client interactions

• Security Surveillance: Advanced software and hardware integration

• AI-Driven Workflows: Connecting client applications using intelligent automation for peak performance

• Website Design/Support/Maintenance: Squarespace, Square POS payment processing

• Custom Integrations: Seamless connectivity for Microsoft Office Suite (Word, Excel) and third-party apps UKG Weston, FL

Security Team Tech Lead Jan 2020 - Oct 2024

• Led the HCM Security Tech Team in overseeing security operations for UKG Pro, an enterprise HCM platform serving 11K+ clients and millions of end-users, ensuring access controls and security features met compliance standards while optimizing UX.

• Drove cross-functional collaboration with engineering, QA, and customer success teams to improve authentication and authorization processes, reducing weekly escalation backlogs by 50%+ and enhancing both security outcomes and customer trust.

• Oversaw the design and rollout of multi-factor authentication and direct-login enhancements, ensuring compliance with evolving global data security requirements and improving the ease and consistency of secure access for enterprise clients across multiple regions.

• Championed operational improvements by reducing average response times from more than 10 days to just 1 day and shortening issue resolution timelines from 21 days to approximately 7 days, while improving defect reduction metrics by 70%+.

• Minimized customer complaints related to access issues by implementing automated monitoring systems, deploying continuous detection tools, and establishing improvement cycles that strengthened reliability, reduced risks, and improved customer satisfaction.

• Spearheaded an accelerated resolution of the Y2038 bug in live production systems by applying root-cause analysis and agile deployment practices, reducing turnaround from 14 days to 1 day and achieving a 92% improvement in delivery speed.

• Developed and deployed an internal automation tool that generated and executed customized PowerShell scripts, enabling rapid updates to SSO servers without requiring extensive installation processes, significantly reducing downtime for client environments.

• Built a lightweight in-house tool, “SQL Browse,” allowing QA engineers to quickly access and analyze SQL data without needing a full Microsoft SQL Query installation, streamlining testing processes and improving team productivity.

• Investigated and permanently resolved a recurring large-scale “access denied” error affecting 175+ clients by analyzing SQL Server data, identifying flawed import logic introducing hidden characters, and driving a systemic fix that eliminated the issue entirely. Ultimate Software Weston, FL

Principal Software Engineer Tech Lead, Global HR Jan 2018 – Jan 2020

• Partnered with Customer Service and Customer Success teams to lead resolution of high-priority escalations impacting HR platforms, ensuring timely solutions that reinforced client retention and improved customer satisfaction scores across the enterprise client base.

• Managed complex incident response efforts by prioritizing support tickets, performing deep root-cause analysis, and driving permanent remediation, which reduced repeated disruptions and elevated overall system reliability across global HR operations.

• Reduced the backlog of 100+ escalated cases to fewer than 20 active cases per week by implementing structured prioritization processes, clear communication channels, and tighter accountability frameworks for technical support teams.

• Strengthened long-term customer partnerships by engaging in proactive retention discussions, aligning system enhancements with business needs, and supporting negotiation efforts that reinforced renewals and sustained revenue growth.

• Designed and enhanced onboarding and workforce management processes by developing HR web pages, compliance workflows, and integrated services that streamlined employee data management and created scalable, automated compliance solutions.

• Built customized workforce optimization tools, including a job queuing system that enhanced efficiency and reliability of global HR functions, supporting higher transaction volumes and improved client experience. Ultimate Software Weston, FL

Tech Lead, Onboarding Jan 2015 – Jan 2018

• Enhanced recruitment and onboarding platforms by maintaining web applications, backend services, compliance reporting tools, and legal form processes, ensuring smooth UX and strict adherence to regulatory requirements for both candidates and administrators.

• Led technical reviews of complex issues, coordinated code assessments, and drove incident resolution in collaboration with support teams, ensuring operational continuity and customer satisfaction during escalated onboarding-related incidents.

• Provided mentorship and technical coaching for developers at various levels, fostering stronger coding practices, adherence to engineering standards, and greater collaboration across development teams to improve output quality.

• Delivered exceptional customer support by resolving critical onboarding issues, working across multiple teams to ensure timely, accurate fixes and embedding continuous improvement practices into onboarding product workflows. Ultimate Software Weston, FL

Tech Lead, Hiring Integration Jan 2011 – Jan 2015

• Designed and maintained APIs that enabled seamless integration of third-party recruiting, onboarding, and time management systems with UltiPro, ensuring data integrity and accurate synchronization across applications.

• Managed secure processes for account provisioning, time clock hardware integration, and employee attendance tracking systems, significantly reducing administrative workloads and improving workforce management efficiency.

• Oversaw support for complex third-party integrations, troubleshooting and resolving interoperability issues while optimizing configurations to ensure reliability and consistency of HR platform functionality. ADDITIONAL EXPERIENCE

Engineering Manager Web Team Manager Senior Software Engineer Ultimate Software Weston, FL

EDUCATION

Bachelor’s Degree in Management Information Systems & Computer Science Florida International University Miami, FL

TECHNICAL SKILLS

AI Engineering, Claude Code AI, VS Code, Agile Methodologies & SDLC Practices (Scrum, Scrum Master Kanban, etc.), .NET C# MS- SQL HTML JavaScript Python JSON Jenkins Agile Tools (JIRA, Confluence) GCP MuleSoft Private & Public Cloud SaaS WCF Salesforce Salesforce Apex Salesforce Master-Detail Object Model Cisco Citrix ServiceNow VMware Microsoft Office WPF

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