Francisco Crespo Smith

Key responsibilities include:

• Technical Leadership and Mentoring: Providing technical guidance and mentoring to junior engineers to ensure customer success.
• Escalation Management: Acting as the primary point of contact for local escalation management, and driving escalations to closure.
• Problem Resolution: Diagnosing, debugging, and resolving customer issues, including code error diagnosis and validation.
• Communication: Effectively communicating with customers to provide a delightful support experience, and building strong relationships with the product development team.
• Process Improvement: Leading support improvement projects and streamlining internal processes to enhance the customer support experience.

Key Skills and Experience:

• Strong customer focus and excellent communication skills.
• The ability to diagnose issues effectively and efficiently.
• Strong analytical skills and problem-solving abilities.
• Experience with Java/J2EE programming, application servers (e.g., Tomcat, Apache), and databases.
• Experience in technical support, software services, or system administration, preferably with SaaS products.
• Familiarity with scripting languages, web technologies, and cloud technologies.

Technology used:

• Operating systems such as Linux and Windows.
• CI/CD tools such as Bitbucket, GitLab, and GitHub.
• Virtualization tools: VMWare, Docker and Kubernetes
• Scripting tools: Python, Shell Script, Javascript
• Monitoring tools: Prometheus, Graphana

• Mentored junior team members in best practices for technology use, fostering a culture of continuous learning and improvement.
• Improved customer satisfaction by providing timely and effective technology support.
• Streamlined IT processes for increased efficiency through the development of automated solutions.
• Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
• Created scripts to automate daily tasks that can improve the level of support for the team.

Responsibilities:

• Build, deploy, and maintain the testing environments for TIBCO as per project directives.
• Troubleshooting support to different units.
• Provide support to testing teams to troubleshoot incidents and defects.
• Create and implement processes for incident management.
• Provide support to in-house testing environments for WebLogic applications.

Achievements:

• Create a script to install a third-party monitoring tool agent on different UNIX operating systems.
• Start the Incident Management team, creating the guidelines for the team.

Responsibilities:

• Provide Support and Troubleshooting in case of any issue happens with the TIBCO suite.
• Design and Develop a TIBCO Business Works Process according with the project requirements.
• Provide a Safe way to automate the process, to make it easy to track and easy to fix.
• Test and Deploy TIBCO Business Work.

Achievements:

• Create a Business Works Process to clean up all the data that during the daily process should be deleted.
• Create some Shell scripts to provide a safe way of automating few steps to avoid any human error.

Training:

• TIBCO ActiveMatrix BusinessWorks™ 6.x Developer Boot Camp
• TIBCO ActiveMatrix BusinessWorks™ 5.13 Integration Boot Camp
• TIBCO SILVER FABRIC BOOT CAMP

Responsibilities:

• Review the TIBCO Domain with Hawk Rules, troubleshoot the service as soon as possible, and provide RCA.
• Reviewing the EMS (Messaging System), troubleshooting, and providing RCA if needed.
• Prepare the queue flow for the Performance and Test Environment.
• Prepare all the BW that should be deployed, and all the environments for testing and performance.
• Provide production support for any TIBCO, XML Gateway, or EMS issues.
• Review and redesign the requirements presented by the client.
• Review, design, and develop the forms with Kinetic Data for BMC Remedy so the final user has a friendly, faster, and more productive form for an incident, change request, or work order.
• Review all the Sprint items to deliver, and estimate the time each item will take.
• Improve coding in a way to reuse as much code as possible.
• Improve the daily process with the company and the client.

Achievements:

• Create a monitoring tool based on Java technologies to provide the status of any flow in EMS.
• Design and develop the form using all the expertise in web development that Kinetic Data has, using HTML5, Java, JavaScript, jQuery, and some other items.
• Implement some enhancements on the forms that the Kinetic Data vendor was denying could be possible, and this is based on experience in web development.
• Sustain CMMI L5 with all its associated requirements, including Requirement Management, Risk Management, and Defect Prevention.