Paulo Adrian Marilla

• Analyzes ERP applications (SX.e) and business systems solutions
• Supports SXe mostly EDI clients in Cloud (AWS) or On-Premise environment on various Infor Product Distribution
• Delivers technical support to customers and partners via telephone and other channels
• Diagnoses, troubleshoots, and resolves issues submitted by Customers and Partners
• Utilizes problem-solving skills to assist customers and partners with implementation, configuration, functionality, and general usage of Infor CRM software applications
• Builds and maintains competencies in Infor CRM products, as well as technical and customer service skills, by attending training sessions, participating in new product support readiness activities, and through independent learning.
• Answering questions from European and ME customers on technical aspects of product, being fully responsible for resolution of issues we are handling.
• Proactively keeping customers informed of how and when problems are resolved with focus on retention and reference ability, documenting all information in required tracking systems.

• · Provide Technical and Production Support to OpenText Dedicated Top Tier Dedicated Clients: Aptiv, GM Components Holdings, Delphi Technologies and SC Johnson
• · Identify product defects or enhancements and work with the Product Management group for resolution
• Creating supplier setups/profile in SAP (Purchasing orgs and documents)
• Monitored Delphi's Integration of supplier on OpenText B2B platform to client's ERP (SAP) system
• Provided excellent software diagnosis, desktop support, teamwork and collaboration, dependability and responsibility, excellent communication, critical thinking, and English skills
• Monitored e-commerce applications (Enterprise System and Application Integrator), communication systems (OFTP, AS2, FTP, HTTP, SFTP, etc.), and system alerts
• Monitored and reported EDI translation errors based on EDI Mapping structure
• Identified, triaged, and escalated issues to internal personnel along with a clear outline of problems and technical detail
• Managed and prioritized multiple projects simultaneously, worked independently, and drove results
• Analyzed and applied technical information from interviews with engineers, operators, and suppliers.

• Installed software, patches, and updates on servers

• Troubleshot hardware issues

• Providing IT assistance to staff and customers.

• Training end-users on hardware functionality and software programs.

• Resolving logged errors in a timely manner.

• Monitoring hardware, software, and system performance metrics.

• Updating computer software. as well as upgrading hardware.

• Maintaining databases and ensuring system security.

• Documenting processes and performing diagnostic tests.