Ieva Avota

Experience

• 

  Tietoevry

  Aug 2005 - Nov 2011

  Senior Technical Consultant

  In my role as a Tier 3 Technical Support Specialist, I provided essential support to over 13,000 employees worldwide for Oracle EBS R11 applications. I utilized my strong technical skills in SQL, PL/SQL, and more to troubleshoot issues, implement automated testing, and collaborate with Oracle support for complex escalations.◈ Internal Support team for around 13'000 employees worldwide.◈ Technical support (Tier 3) of Oracle EBS R11 (Projects and other apps)◈ Collaboration with Oracle support (also escalations)◈ SQL, PL/SQL, Oracle Forms, Workflows◈ Implemented automated testing after change implementations (regular usage)◈ problem-solving, change request analysis, specification development and change implementation. ◈ Technical skills include minor programming, trace analysis, user of version control tools, etc.◈ Jira, Remedy desktop Show less

• 

  European Commission

  Apr 2008 - Jul 2008

  Trainee

  Trainee at DG OIB. Goal is to implement an existing web application into local intranet.

• 

  Jedox

  Feb 2012 - now

  Develop and maintain comprehensive data projects for Support Services. This includes data ingestion, transformation, modeling, and presentation. I deliver automated monthly reports that inform leadership and daily dashboards for managers and engineers. I actively research and implement new metrics and frameworks, continuously improving data-driven decision-making across the team.◈ Full-stack data project - from ingestion and transformation to data modelling and presentation.◈ Implement and maintain automated monthly reporting for the Support Services team (delivered up to the CCO).◈ Implement and maintain daily dashboards for managers and support engineers.◈ Support the teams' initiatives with data analysis and opportunities for improvement (processes and tools).◈ Research and Implement new metrics, measures and frameworks.◈ Dashboards and reports created in Salesforce or Jedox, (data from various source systems)◈ Reporting directly to the Director of Support with one more Reporting AnalystJedox is a SaaS, planning and performance management platform◈ approximately 500 employees globally. ◈ 41 members in the Support team Show less Serving as a liaison between customers and technical support. While handling escalations, complaints, and case prioritization, I championed continuous improvement by creating impactful dashboards in Salesforce Service Cloud to empower my team's efficiency.◈ Customer Care team acts as support between the customer and the technical support.◈ As part of the team we were also driving continual improvement in Support and the related tools.◈ Daily tasks include handling incident escalations, complaints, helping with prioritising cases in support.◈ I created dashboards in Salesforce Service Cloud for our team. Show less I go beyond typical Support Engineer duties by proactively managing and optimizing the Jedox support experience. I create and maintain KPI data, streamline processes, and lead Problem Management initiatives, ensuring efficient resolution and continuous improvement.◈ Support Process Optimization & Data Management:→ Created and maintained KPI metrics for the support team using Jedox Suite (cloud).→ Optimized the ticketing system and various support processes.◈ Proactive Problem Management:→ Implemented Problem Management within Jedox Support, including process documentation.→ Regularly identified new problems, collaborated with relevant teams for resolution, and reported findings to stakeholders.→ Maintained various support-related processes (Escalation Process, Customer Survey Assessment).◈ Subject Matter Expert (SME) & Reporting:→ Participated in Support Management meetings as an SME, presenting key metrics on SLAs and KPIs.◈ Additional Responsibilities:→ Managed queue and case flow.→ Migrated the ticketing system in 2021/2022 Show less Comprehensive support for the Jedox Suite (both on-premise and cloud deployments) to users worldwide. This included addressing both technical and non-technical inquiries. As part of a collaborative support team, I fielded phone calls and written tickets in both German and English, ensuring seamless user experience. I also worked closely with the engineering team to resolve complex issues and ensure efficient functionality.◈ Support of the Jedox Suite (on-prem, cloud). ◈ Technical and non-technical.◈ The support team works as one team at this time and everybody picks up phone calls or written tickets ◈ languages German and English.◈ Close collaboration with the Engineering team. Show less

  • Reporting Analyst

    Apr 2023 - now

  • Customer Care Engineer, Support Services

    Feb 2022 - Mar 2023

  • Teamlead, Support

    Jul 2016 - Feb 2022

  • Support Engineer

    Feb 2012 - Jun 2016