Camilo Hernandez

Technical Account Manager

Rainfocus

Aug 2021 - Current (5 years 1 month)

Analyze and assess client's needs to better deliver solutions Manage and forecast best resources to assist client with requests and new features Investigate and assist troubleshooting issues raised by client Maintain excellent communication between account team, client, and internal support teams

Senior Support Engineer

Oracle

Apr 2015 - Aug 2021 (6 years 5 months)

Deliver support to Oracle customers addressing their specific issues related to the EBS Procurement Application. Oversee and provide solutions to high priority service requests for top account clients in a timely matter. Assess service request and proactively escalate issues where client faces significant business impact. Take part of projects designed to enhance support services such as automation, roll-up testing among others.

Credit Risk IT Analyst

RBS

Nov 2010 - Apr 2015 (4 years 6 months)

Support Global Credit Risk applications in production environments. Respond to user queries related to reports and data used by credit risk analysts. Investigate in depth, the causes of any job failures using Autosys, Unix commands and logs, in addition to SQL queries Make sure Service Level Agreements (SLAs) are kept between business areas and other IT divisions

Systems Assitant (Internship)

Mercedes-Benz AG

Jul 2008 - Sep 2008 (3 months)

Established the schedule and evaluation of over 15 unit tests performed by end-users during the upgrade of SAP from Version 4.7 to 6.0 Trained over eight different accounting and controlling analysts in SAP structure redesign to support IFRS (International Financial Reporting Standards)

B

Project Manager-MTC

BYU-MTC

Sep 2005 - Oct 2010 (5 years 2 months)

Troubleshoot PC hardware and software problems related to the processes involved in creating the language materials using the Adobe Creative Suite 5. Develop audio and text materials through the implementation of different software and technologies Coordinate and supervise the activities of six different editors, making sure resources and work load is prioritized and well distributed.

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