ARNAL ROBERT
Colorado Springs
Summary
Dynamic Services Engineer with a proven track record at Salesforce and Oracle, excelling in customer issue resolution and process improvement. I drive client success through strategic monitoring and automation, fostering strong relationships and enhancing operational efficiency. Passionate about mentoring teams and sharing knowledge to elevate performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Principal Proactive Services Engineer - Proactive Monitoring Support
Salesforce
Colorado Springs
12.2020 - 08.2025
- Served as the primary point of contact for 15+ assigned enterprise accounts at a time, driving retention and long-term client relationships through trust, and alignment with unique business needs.
- Conducted monthly business reviews with clients to assess monitoring outcomes, identify adoption opportunities, and align on next-step success goals.
- Partnered with Customer Success Managers (CSMs) and executive-level stakeholders to fine-tune alerting strategies, share progress insights, and contribute to renewal preparation decks.
- Onboarded and configured Marketing Cloud monitoring for 100+ enterprise clients, delivering scalable and client-centric solutions.
- Utilized Splunk for log validation, and Tableau for visualizing monitoring coverage and alert outcomes.
- Drove process improvements that accelerated issue resolution and improved the clarity and consistency of client communications.
- Authored and maintained internal setup documentation, reducing time-to-resolution for daily support cases and enabling faster onboarding of engineers.
Senior Principal Technical Support Engineer - Proactive Monitoring Support
Oracle
Colorado Springs
04.2014 - 11.2020
- Led proactive monitoring strategy and engineering for Oracle E-Business Suite, focusing on diagnostic tooling, automation, and issue prevention.
- Designed and deployed automation flows for Payables and Payments modules, boosting diagnostic precision and minimizing manual intervention.
- Built internal dashboards using Oracle APEX to track automation performance, surface insights, and guide decision-making.
- Conducted root cause analysis across support cases, uncovering patterns and initiating solutions that prevented recurring issues.
Application Integration Technical Support
Oracle
01.2010 - 03.2014
- Supported complex integrations across Siebel, Primavera, and Agile applications on WebLogic and SOA Suite middleware. Diagnosed and debugged high-priority issues using JSON, XML, and advanced diagnostic techniques to ensure seamless data flow and system reliability.
- Technical lead during high-impact escalations, guiding resolution strategy and customer communication.
- Mentored new engineers, reducing onboarding time and accelerating their ability to handle live customer cases.
- Resolved business-critical issues by validating data flows and articulating the root cause and resolution to clients.
- Drove KCS (Knowledge-Centered Support) initiatives to institutionalize problem avoidance strategies and improve first-time resolution rates.
Education
Bachelor of Science - Information Technology
Colorado Technical University
Colorado Springs, COAssociate of Arts - Accounting
Edison Community College
Naples, FLSkills
- Technical Support
- Knowledge Sharing
- Customer Issue Resolution
- Process Improvement
- Team Mentoring
- System Documentation & Training
- HTML
- SQL
- Splunk
- XML
- Java
- JSON
- Tableau
- Confluence
- Jira
- APEX
- SQL Developer
- SoapUI
- Salesforce
- Oracle Application E-Business
- WebLogic
- UNIX
- Web Services
- CRM
- SOA
- Application Integration
- Knowledge-Centered Service (KCS)
- Agile
Websites
Certification
- Salesforce Certified Marketing Cloud Email Specialist
- Salesforce Certified Marketing Cloud Administrator
- Salesforce Certified Marketing Cloud Consultant
- Salesforce Certified Administrator
- Salesforce Certified Agentforce Specialist
- Salesforce Certified Marketing Cloud Account Engagement Specialist
- Introduction to Containers w/ Docker, Kubernetes & OpenShift
Accomplishments
- Strengthened client retention and satisfaction by leading proactive monitoring enablement for 100+ enterprise Salesforce Marketing Cloud customers, leveraging performance analytics to improve alert accuracy.
- Achieved Salesforce and Marketing Cloud certifications within 3 months, enhancing credibility with clients and enabling delivery of expert-level guidance and proactive solutions.
- Delivered a redesigned diagnostic analyzer framework for the Oracle E-Business Suite, gaining proficiency in PL/SQL and Java, leading to seamless adoption by all support teams within the project timeline, reducing case resolution time by 20%.
- Delivered in-depth technical support for Oracle E-Business Suite across Financials and CRM modules, supporting a global customer base for years.
- Authored and maintained 400+ SQL-based diagnostic signatures, serving as the foundation for automated analyzers and proactive support tools.
- Established a global CRM support team of 8+ engineers, standardizing customer engagement practices, enabling 24x7 client support and seamless case transfers, significantly enhancing operational efficiency across multiple international locations.
- Engineered automated workflows to enable self-service Service Request (SR) creation, improving accuracy and reducing reliance on manual intervention.
- Collaborated with engineers and stakeholders, and conducted training sessions to drive adoption and knowledge transfer.
Languages
English
Professional
French
Native/ Bilingual
Timeline
Principal Proactive Services Engineer - Proactive Monitoring Support
Salesforce
12.2020 - 08.2025
Senior Principal Technical Support Engineer - Proactive Monitoring Support
Oracle
04.2014 - 11.2020
Application Integration Technical Support
Oracle
01.2010 - 03.2014
Bachelor of Science - Information Technology
Colorado Technical University
Associate of Arts - Accounting
Edison Community College