Francisco Crespo Smith

About Atlassian

Atlassian is an innovative software company known for its collaboration and productivity tools, including Jira, Confluence, and Bitbucket. With a strong focus on enabling teams to work better together, Atlassian empowers organizations to streamline their development processes and enhance communication. As a Senior Support Engineer, Francisco played a pivotal role in delivering top-tier support for Jira (On-Premises), addressing customer needs across various industries and ensuring optimal product performance.

Responsibilities:

• Customer Support: Provided comprehensive support for Jira (On-Prem), handling all versions and industries. Engaged customers via support tickets and facilitated troubleshooting for installations, performance issues, infrastructure, databases, and functionalities.
• Migration Guidance: Assisted customers with various migration scenarios, including: Upgrading from deprecated versions to the latest Jira, Transitions from external applications to Jira, Migrations between Jira Data Center and Jira Cloud.
• Internal Collaboration: Utilized Slack for effective communication with internal teams, ensuring streamlined issue resolution and operational efficiency.

Achievements:

• Customer Satisfaction: Maintained a CSAT rating above 80% by effectively addressing customer concerns and increasing ticket resolution efficiency through proactive sessions.
• High Throughput: Recognized as one of the top 10 team members for ticket handling, particularly with complex migration and performance issues.
• Process Automation: Developed a Python and Flask application to parse JSON for Automation for Jira, enhancing visibility and usability for the Support Team.
  Proposed and initiated a Slack Bot channel for improved ticket management visibility, a solution that received positive feedback from EMEA and AMER teams.
• Initiatives Leadership: Served as Chief Vibe Officer, nurturing team morale and collaboration in a remote setting.
  Established a Champions Page, facilitating transparency around ongoing initiatives and their responsible parties, which evolved into a comprehensive Project CSS JIRA On-Prem EMEA framework.
  Acted as AI Champion by soliciting feedback on automation initiatives, advocating for the teams while diving into projects like Automated Follow-up and AI Co-pilot integration.
  

Technical Skills

• Troubleshooting Expertise: Proficient in diagnosing and resolving complex issues across multiple platforms, including Windows and Linux, Tomcat Apache, and various databases (Oracle, MySQL, PostgreSQL, SQL Server).
• Containerization and Automation: Familiarity with Docker and exposure to Kubernetes, using Shell scripts and Automation for Jira to enhance operational efficiency.
• Strong Technical Knowledge: Deep understanding of Agile methodologies and Java programming, particularly for performance-related troubleshooting and analysis.

Soft Skills:

• Strong Problem-Solving: Engaged effectively in complex issue resolution, leading to the creation of knowledge articles and proactive customer guidance.
• Team Collaboration: Fostered collaboration among geographically diverse teams (Europe and India), participating in training sessions and brainstorming workshops.
• Leadership Skills: Demonstrated ownership over initiatives and maintained a supportive environment, striving for team success with an open feedback culture.

Training:

• Completed targeted training on Jira Data Center and Kubernetes, enhancing the ability to address performance issues swiftly while maintaining professionalism in all areas of support.

About AMDOCS

AMDOCS is a leading global provider of software and services for communications and media companies, specializing in solutions that enhance customer experiences and drive digital transformations. With a commitment to innovation and excellence, AMDOCS empowers organizations worldwide to optimize their operations and embrace new technologies.

Francisco’s experience at AMDOCS exemplifies his growth into a skilled Technology Integration Engineer with a solid foundation in Site Reliability Engineering (SRE) and DevOps principles. His expertise in automation and operational efficiency enables him to contribute significantly to organizational goals.

Responsibilities:

• Infrastructure Automation: Transitioned manual operations tasks into automated processes using Shell and Korn Shell scripts, enhancing efficiency and reliability across multiple environments.
• Incident Management: Led the Incident Management Team, establishing comprehensive guidelines that expedited issue resolution and enhanced incident-handling processes.
• Deployment Support: Assisted in deploying TIBCO BusinessWorks (BW) processes in various lifecycle environments, including testing, UAT, and production.
• Monitoring Solutions: Developed a monitoring tool utilizing Influx Db and Grafana for over 50 environments, improving visibility and response times in operational issues. have a Knowledge of Zabbix tool as well.
• Configuration Management: Spearheaded the automation of configuration management processes, significantly reducing manual errors and deployment times.

Achievements:

• Operational Efficiency: Improved incident resolution times by 10% at T-Mobile through effective management and process streamlining in the Incident Management Team.
• Enhanced Troubleshooting: Achieved a 50% faster resolution rate for Comcast by implementing a proactive monitoring tool that minimized delays.
• Streamlined Configuration: Reduced configuration management times by 30% at AT&T through automation, simplifying the deployment process and enhancing accuracy.
• Leadership Initiatives: Directed the development of monitoring tools at Comcast and configuration management initiatives at AT&T.
  Established guidelines and documentation for the Incident Management Team at T-Mobile.
  

Technical Skills

• Automation & Scripting: Proficient in Shell and Korn Shell scripting for operational tasks and solutions.
• Monitoring Tools: Experience with Zabbix, Grafana, and InfluxDB to analyze and optimize system performance.
• Cloud Services: Familiar with AWS Cloud, enhancing capability in cloud infrastructure management.
• CI/CD Pipelines: Understanding of Jenkins and its role in modern deployment processes.

Soft Skills

• Collaborative Leadership: Recognized as a “Team player,” fostering strong relationships within diverse, global teams, and driving collaboration toward shared goals.
• Adaptable Problem Solver: Demonstrated flexibility and professionalism in addressing complex challenges, contributing to team resilience and success.
• Effective Communicator: Articulated clearly with cross-functional teams from various regions, ensuring alignment and fostering a cohesive work environment.

About TIBCO

TIBCO Software Inc. is a premier global provider of integration, analytics, and event-processing software solutions, enabling businesses to streamline application connectivity and manage data effectively for expedited decision-making. Founded in 1997, TIBCO is known for solutions like TIBCO Cloud Integration and TIBCO Spotfire, which empower organizations across various industries. In the Nearshore division, Francisco closely collaborated with clients in the U.S. and Latin America, delivering tailored solutions to meet market-specific needs while fostering innovation and cooperation.

Responsabilities:

• Process Development: Developed and implemented robust process solutions using TIBCO BusinessWorks (BW), ensuring compliance with customer specifications across sectors like banking and food service.
• Technical Support: Provided onboarding and ongoing technical support for Master Data Management (MDM) and Spotfire applications, optimizing customer utilization of TIBCO products.
• Professional Services: Engaged in professional consulting services, delivering expert guidance for clients such as Pizza Hut and Banco do Brasil, particularly during critical data load operations.

Achievements:

• Process Automation: Automated MDM processes utilizing Shell scripting, resulting in a 50% reduction in data file loading time, eliminating all human errors in the process.
• Client Impact for Pizza Hut: Enabled seamless data management for Pizza Hut, leading to smoother operations and enhanced reliability in data handling.
• Spotfire Optimization for Banco do Brasil: Supported Banco do Brasil in refining their Spotfire application, significantly boosting reporting and analytical capabilities.

Technical Skills:

• TIBCO Expertise: Proficient in TIBCO BusinessWorks (BW), Master Data Management (MDM), and Spotfire analytics.
• Scripting and Automation: Skilled in Shell scripting for process automation and efficiency improvements.
• Data Management Solutions: Experience in implementing and optimizing data management solutions tailored to client needs.

Soft Skills:

• Collaborative Team Player: Demonstrated strong teamwork and communication abilities by working closely with global teams to solve complex problems.
• Adaptable Problem Solver: Quickly adapted to new products and challenges, employing effective problem-solving strategies to address customer issues efficiently.
• Knowledge Sharing: Initiated brainstorming sessions among colleagues to foster continuous learning and ensure readiness to support customers on TIBCO BW, BPM, MDM, and Spotfire topics.

Training:

• TIBCO ActiveMatrix BusinessWorks™ 6.x Developer Boot Camp: Gained proficiency in the latest development practices for TIBCO BW.
• TIBCO ActiveMatrix BusinessWorks™ 5.13 Integration Boot Camp: Enhanced skills in integrating TIBCO products effectively.
• TIBCO Silver Fabric Boot Camp: Completed training focused on advanced integration solutions.

Impact:

• Data Loading Efficiency: Facilitated efficient and secure data loading processes for clients, ensuring organization-wide access to accurate information through MDM solutions.
• Client Satisfaction: Played a crucial role in customer satisfaction by providing tailored solutions that specifically addressed technical needs, reinforcing TIBCO’s reputation as a reliable partner.

About INFOSYS:

INFOSYS is a prominent global leader in IT services and consulting, established in 1981 and headquartered in Bangalore, India. With a strong presence in Mexico, the company specializes in delivering innovative solutions in areas such as artificial intelligence, cloud computing, and data analytics. INFOSYS plays a significant role in the IT landscape, helping organizations navigate digital transformations and enhance operational efficiencies. Recognized for its commitment to sustainability and employee welfare, it has earned accolades as a top employer, making it a key player in driving technological advancements and fostering talent in the region.

Responsabilities:

• Provided comprehensive support for clients' TIBCO BW processes, including the design and refinement of HawkRules, enhancing the security and stability of critical business operations.
• Facilitated effective communication and collaboration between the TIBCO team and other departments (Sales and Inventory) to clarify requirements and resolve issues related to message dispatching to queues.
• Managed and troubleshot messaging systems (EMS and MQ) to ensure seamless application integration, promptly resolving issues to minimize downtime.
• Configured and optimized Test and UAT environments by installing TIBCO BW processes and establishing necessary messaging queues, ensuring alignment with business workflows.
• Oversaw Configuration Management for TIBCO BW processes across all environments, ensuring consistency and reliability in operational deployments.
• Led the team on the BMC Remedy project following the transition of the lead colleague, demonstrating adaptability during critical project phases.
• Developed a dynamic BMC Remedy form that satisfied the unique requirements of multiple teams (IT, Legal, HR) by utilizing tabs for different requests, fostering collaboration among previously siloed departments.
• Encouraged professional development within the team by advocating for certifications and facilitating time for team members to pursue growth, improving skills and boosting morale.
• Performed thorough root cause analyses to resolve production issues, contributing to higher system availability and reliability.
• Developed and supported BMC Remedy ITSM forms using Kinetic Data Plugin and Scrum methodology, streamlining IT service management processes.
• Maintained and improved CMMI ITIL Level 5 compliance through diligent documentation and enhancement of risk and problem management processes, fostering a culture of continuous improvement.
• Mentored junior engineers in advanced TIBCO and DevOps practices, promoting skill development and teamwork.

Achievements:

• Designed a Java application to monitor business flows in EMS, reducing troubleshooting time by nearly 50%, empowering stakeholders to independently monitor performance bottlenecks.
• Successfully innovated dynamic BMC Remedy ITSM forms with HTML5 and JavaScript, overcoming vendor limitations; enhancements were recognized positively by stakeholders.
• Received a Performance Improvement Award from Infosys for leveraging web development skills to meet customer expectations, achieving what was previously deemed unfeasible by the vendor.
• Developed a collaborative approach to working with cross-functional teams that led to improved requirement synchronization, ultimately enhancing client satisfaction.
• Resolved communication gaps between the TIBCO and messaging teams, accelerating the issue resolution process and improving system reliability.
• Initiated a professional development program for team members focused on certifications, resulting in improved team capabilities and engagement.

Impact:

• By clarifying business processes, the messaging team saw a reduction in misunderstandings, speeding up the resolution time for message-related issues and improving overall system functionality.
• The dynamic form created for BMC Remedy improved cross-department collaboration, allowing IT, Legal, and HR teams to submit requests more efficiently, thereby enhancing service delivery.
• Fostering a culture of continuous learning and professional growth led to greater team satisfaction, empowerment, and a notable increase in certification achievements among team members.
• The Java monitoring tool drastically reduced troubleshooting time, enabling teams to self-monitor business flows and enhancing operational efficiency and responsiveness.
• The satisfaction and collaboration between the IT department and other departments (Legal and HR) improved due to the effective BMC Remedy forms, achieved despite challenging inter-departmental requirements.

About Hunt Energy IQ:

Hunt Energy IQ focuses on Global Energy Management and Sustainability (GEMS), providing cutting-edge solutions for energy resource planning. The company's primary goal is to help enterprises measure, monitor, monetize, and control energy resources, promoting a systematic approach for continuous energy improvement amid increasing global energy demands.

Responsibilities

• Developed a PHP application utilizing JavaScript and the Backbone.js framework to create a customized Monitor System tailored for specific clients. This application integrates with REST APIs to meet diverse customer requirements.
• Employed Scrum methodologies to conduct weekly sprints, ensuring agile development and responsiveness to changing project needs.
• Managed sprint timelines effectively by collaborating with the QA team for feedback on new feature releases.

Achievements

• Expanded web development expertise through collaboration with a DBA colleague, assisting in the evaluation of a malfunctioning Stored Procedure, thereby enhancing database reliability (SQL and PL/SQL).
• Successfully implemented a Test Driven Development (TDD) framework, overcoming challenges associated with shifting the development paradigm, which improved code quality and reliability.
• Integrated the Monitor System with the National Energy Company System, enabling automatic retrieval of energy billing data. This integration facilitated comparative analysis between sensor measurements and billing expectations, identifying discrepancies through REST API usage.

Impact:

• Delivered a product that aligns closely with customer customization needs, resulting in enhanced satisfaction and stronger client relationships.
• Empowered customers with the ability to compare sensor data against national energy bills, allowing them to proactively identify potential billing inaccuracies, thereby improving trust and accountability.

Team Collaboration:

• Worked effectively within a developer team of four members, maintaining open communication with both the QA team and the DBA team. This proactive alignment fostered a collaborative environment and ensured that all team members were synchronized in project goals and delivery timelines.

About ETESA:

ETESA is a Mexican company operating under Consorcio Peredo, alongside REFACIL, DINAMO, and ABACO. It specializes in selling products to government employees through payroll deductions, providing a convenient way for them to make purchases via their payslips. With a presence across all regions of Mexico, ETESA serves a wide customer base.

In my role within the System Development Department, I focused on developing new features and troubleshooting system issues, ensuring the platform operated smoothly and met the diverse needs of the business.

Responsibilities

• Analyzed Requirements and provided actionable feedback to stakeholders.
• Developed a Java Web Application using the Oracle ADF Framework, which served as the company's CRM and Sales System, employing the Data Model View Architecture.
• Created Backend Solutions for database interactions, utilizing Oracle Databases. This included writing SQL DDL and DML statements, as well as implementing Stored Procedures using PL/SQL.
• Managed Version Control using a Git repository to maintain consistency between TEST and PROD environments.
• Provided Support and Troubleshooting, addressing application issues promptly and assisting users with a focus on problem-solving and efficient resolution.
• Migrated the Java Web Application to a PHP Web Application, ensuring functional fidelity with business processes.
• Reviewed and Analyzed the Java Web Application for relevance to current business requirements, updating as necessary for the PHP platform.
• Developed JavaScript and jQuery Functions to replicate existing functionality and create new dynamic features.
• Assisted External Teams (specifically REFACIL S.C. De R.L.) in troubleshooting their PHP system, fostering collaboration.

Achievements

• Rebuilt the Sales System on the Java ADF Oracle framework to enhance user interactivity.
• Resolved Specific Issues with Stored Procedures, aiding in problem-solving and enabling the sales team to achieve increased revenue.
• Improved Performance of Stored Procedures through code refactoring and optimization.
• Successfully Developed the Commission Module for the sales team, which met nationwide requirements. Received commendation from the sales team for achieving this without prior failures.
• Collaborated on the Call Center System for managing overdue portfolios at ETESA (a subsidiary of Consorcio Peredo Organization). Worked alongside colleagues to design and build the system, focusing on different components and was responsible for developing the system's logic.
• Expanded System Capabilities to include additional companies (REFACIL, DINAMO, and ABACO), thus improving operational efficiency across business units. My primary role included architecting system logic, enhancing call handling and customer engagement.

Impact

• Enhanced Sales Process with the Sales System, directly impacting the company's ability to increase revenue.
• Improved User Relationships with the Development Team, facilitating better communication and collaboration.
• Reduced Overdue Portfolio through increased call engagement facilitated by the Call Center system.
• Implemented a Supervisor Module that enhanced monitoring of employees and performance measurement.
• Minimized Sales Issues through a fair commission system, aiding the sales team in tracking payments and identifying root causes of discrepancies.
• Teamwork: Collaborated effectively within a team of developers, assisting colleagues in troubleshooting and developing integrations for the Commission System and Call Center System.
• Communication: Conducted Proof of Concept (POC) meetings to demonstrate the product during its Beta Release, enabling stakeholders to provide valuable feedback.

Tools

• Development Frameworks: Oracle ADF Framework, PHP
• Databases: Oracle Database, PostgreSQL Database
• Programming Languages: JavaScript, jQuery, PL/SQL
• Version Control: Git, SubVersion
• Development Tools: Toad for Database, PhpStorm for PHP development, NetBeans IDE, and ADF IDE.

Training

• Completed training on Oracle ADF Framework to ensure proficiency and optimal application development.