Roxanne Tran

Roxanne Tran Viry-Châtillon (91), France Mobile: - Email:-https://www.linkedin.com/in/roxanne-c-tran-858b067 SKILLS ACQUIRED: ERP solutions: Maconomy, iAccess, BPM, Landmark Infor Process Automation, Lawson Processflow, SAP R/3, Glovia, Cognos Impromptu, Vendor Managed Inventory (VMI) Software for Manufacturing Operating system: Windows Server 2012, Linux, UNIX Solaris 10, Windows 7 & 10 Database: Oracle, MS SQL 2012 Programming language: PL/SQL, HTML, basic UNIX shell scripting Web server: IIS, WebSphere, Apache Virtual software: VMWare, Citrix Remote desktop software: WebEx, TeamViewer, Zoom and Lync/Skype for Business Ticketing system: Oracle RightNow Technology, Infor Xtreme, JIRA Network monitoring tool: Nessus Enterprise search technology: Coveo Social collaboration tool: Kona, Collaboration ring Website developer tool: BlogSpot, WordPress, Sublime text, Oracle Forms Developer Client communication: Email, chat messaging, telephone support (CIC) Soft skills: Teamwork, communication, self-motivated, decisive, curious, empathetic, level-headed, responsive and flexible. LANGUAGES SPOKEN: English, Tagalog and French (A2) WORK VISA: France PROFESSIONAL EXPERIENCE: Senior Technical Support Analyst (Maconomy) Deltek Systems, Ltd. (Philippines) Jan 2017 to Dec 2018    Worked as part of a team that provided customer service, troubleshooting and technical support to business clients using Maconomy (Financial and Accounting software) and other ERP related tools. Responsible in the system test or replication and troubleshoot intermediate technology issues working closely with the application support, consulting services, development, and other operational support teams. Direct experience is with Windows Server 2008/2012, Linux, SQL Server 2012, Oracle, IIS, BPM, iAccess and mobile applications. Maintained ownership and managed intermediate task from beginning to end using the Oracle RightNow ticketing system, Coveo and Kona for tracking and managing support requests pertaining to technical issues involving the Maconomy system as well as researching customer information. Provided on-call and remote technical support using remote desktop software such as Zoom, TeamViewer and Lync/Skype for Business to assist clients with issues. Technical Support Analyst (Infor Process Automation) Infor PSSC Incorporated (Philippines) Jul 2015 to Jan 2017    Provided global technical support to external customers and consultants utilizing Lawson ProcessFlow, Landmark Infor ProcessFlow Automation, and other ERP related tools using remote desktop software such as WebEx and Skype. Performed as the liaison between QA, Development, Consulting and Operational Support for business analysis activities and for providing support for diagnosing and debugging technical issues. Provided analytical and problem-solving skills to help identify, communicate and resolve system issues or failed releases and responsible in the system test or replication of issues and creating bug Jira for Development review as well as improving logging of documentation to provide a timely status of updates. IT System Administrator / Software Support Engineer ObjectBright, Inc. (Philippines) Sep 2009 to Jul 2015    Helpdesk support to US insurance agents and local employees provided technical operational support to commission cycle workflow, and responsible in the creation and maintenance of Agent homeport roles and email accounts for US agent clients and assisted in creating/updating agent’s website. Assigned in maintaining and updating the database for the national DNC phone number list (Telemarketing) including other US states, the database for the Medicare supplement quotes and rates in all US States, and the employee information database in LTC Global. Responsible in the administration of the vulnerability scanning program using Nessus technology, maintaining and updating Polycom VC units available in the company, backup management of Linux servers and installation of software applications and other related tools.   Worked with technical writers, quality assurance testing analysts, web developers, and Oracle form developers which developed the policy payment form for clients and assigned in collecting information to analyze and evaluate proposed system such as the Medicare Supplement Rate search system for agents and clients. Involved in the Requirements Definition and System Analysis phases which conducted system testing, executed manual and automated test plans and procedures, functional testing, integration testing and user interface of multiple products. Created product technical documentation of new/updated system for users and assisted SEO in content writing. MIS ERP Systems Support Engineer II (GLOVIA Systems Administrator, SAP R/3 Support & Developer, and Cognos Impromptu Report Developer) Fujitsu Computer Products Corporation of the Philippines May 2006 to Aug 2009         Managed day-to-day technical and operational support to Glovia and SAP ERP systems and Collaboration ring/ VMI system users. Provided immediate countermeasures on the first-time encountered system trouble and concern including the installation of various software applications and drivers on Windows workstations such as MS Office and other related ERP applications and tools. Created and maintained user profiles, roles and access security in Glovia and SAP systems and supported monthly inventory closing activities. Designed system functions and tools based on the user's requirements and developed concept and system control to simplify and improve operation. Maintained and improved existing UNIX scripts used in the support and operation. Involved in the Requirements Definition and System Analysis phases, assisted in the implementation of new/changed system operation/s, and provided training and orientation to new suppliers and clients. Maintained internal system-related documents. Designed and documented effective manual procedures and policies in IT controls and assisted in the maintenance and establishment of IT General Control policies and procedures. Troubleshoots error/problem in on-call support, provided/recommended necessary training to newly hired and old staff to ensure competency among members, and took charge of the group in the absence of the group leader. Assigned as a technical and functional engineer in handling customizations and performance improvements for the Cognos Impromptu application and responsible in analyzing the architecture of various reports and evaluated solutions for the problems encountered. Developed Cognos catalogs and reports based on the system user's requirements to simplify and improve operation and involved in a Glovia V9-Cognos Impromptu integration project involving the testing of existing reports and newly created reports. EDUCATIONAL QUALIFICATIONS: Bachelor of Science in Computer Engineering Mariano Marcos State University, Philippines,- PERSONAL INTERESTS:     Mountaineering - hiking since 2007 and climbed Mt. Apo, the highest mountain in the Philippines with an elevation of 9,692 ft., in 2015. Dreaming of climbing the 7 summits. Running - a lifestyle since 2011. Started with a 5-km fun run then trained for several full marathons (42.195km) and finished 3 ultra-marathons (50+ km each). Dragon boat - discovered dragon boat in 2012 and was a part of a private organization competing locally and abroad. Traveling - I like discovering new cultures, trying unfamiliar food, meeting new people and breathing completely different lifestyle. Travelling makes me grow as a person, helps me open my mind and made me discover how resourceful I am.