2. ACRUZ923@GMAIL.COM 2
EXPERIENCE
August2011 –
Present
SoftwareEngineer, World SoftwareCorporation,Glen Rock,NJ
● Provided Tier 3 application supportto clientengineeringteams.
● Remediated integrationissuesbetween clientinfrastructureand proprietarymiddleware.
● Writingcustomsoftwaresolutions for variousapplicationsin theclientinfrastructure.
● Remediating failed softwareupgrades on theDMS and failed implementation postmigration of theDMS to new
servers for theclientsites.
● Assistinginnewsitestandupand configurationof Data ManagementSoftware(DMS).
● CitrixTerminal Server initial configurationand performanceoptimization.
● Configuringproprietary Web Mobileserversandinvestigating/remediatingnetwork issues between our primary
and proxy serversfor theclient.
● Installation and optimization of SQLConnectorsfor databaseintegration with ourDMS.
August2010 –June
2011
January 2009—July
2010
Help Desk Technician, Party City Corporation,Rockaway,NewJersey
● Provide comprehensive technical support services to the retail locations throughout the US.
● Perform re/de-provisioning of IBM POS equipment and Dell desktop computers.
● Configuration and support of Dell network printers and related software applications.
● Provided desk side softwarehardware support to corporate users.
● Depot hardwaresoftware repair on Dell and HP Compaq computers.
● Project rollout: HCity network setup, computer and register installation.
SubjectMatter Expert,C3i-inc.RochePharmaceuticals,Wilkes-Barre,PA
Operational Role
● Primary liaison to Client Manager, Ops Manager or Ops Director from an Operational Standpoint:
staffing, recruiting, people management, etc.
● The Subject Matter Expert in Siebel CRM technology.
● Responsible for keeping projects in step with Regulatory Requirements for Pharma industry.
● Responsible for escalation management and service level agreements between C3i, Home Office
and supporting vendors in the Support ecosystem. Involved in cross-Tier communication (with client’s
Home Office, 3rd parties, etc.)
● Responsible for Technical QA, escalation resolution, technical training and Knowledge Management
processes of the help desk.
● Responsible for the management of all dependencies at C3i (IT, HR, hardware, etc.) to ensure Ops
Team is properly supported internally.
● During account “phase out”, provided pivotal aid in restoring Client relations between C3i and Roche
Pharmaceuticals to solidify contract renewal between client and company.
ChangeManagementRole
● Responsible for the tracking of changes in the Client’s eco-system and ensured the planning and
execution of all steps required to manage through change, such as:
· Updating knowledge base
· Staying within Regulatory Guidelines (SOX, 21CFR Part 11, etc.)
· Coordinating Training of appropriate resources
· Identifying and drafting new/updated SOPs, as appropriate
● Examples of change include: new hardware rollouts, software refresh, and expansion of end users in
scope.
● Maintain Issue Registry for any internal issues that related to the account.
3. ACRUZ923@GMAIL.COM 3
December 2007 --
January 2009 Level I Technician,C3i-Inc.NovoNordisk,Johnson & Johnson,Wilkes-Barre,PA
Principal Responsibilities:
● Provide comprehensive technical support services to support C3i clients.
● Performed above client service level agreements.
● Possess business acumen for all clients supported.
● Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy,
thoroughness, and timeliness.
● Maintain technical proficiency in all applications utilized by supported clients.
● Contribute current technical information and best practices concerning proprietary applications into
the knowledge distribution channels.
● Perform customer support related tasks and special projects as assigned by management.
● Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
● I doubled as Acting Technical Account Supervisor to the Vision Care group (includes Vistakon US,
Vistakon Canada, and Vistakon Pharma) from Aug ‘08 until Dec ’08.
EDUCATION
January 2009 New Horizons Computer Learning Center Wilkes-Barre, Pa
MCPMCSA
References available upon request.
