Greater Porto Alegre
IT Professional currently working as Customer Love (Support) Engineer. Proactive, fast-learner, team-player with successful experiences working as a point of contact for automation cases, monitoring, knowledge sharing, documentation and technical/strategic leadership.
- Responsible for dealing with escalations for critical customers. - Acting as a solutions consultant for customer with 'special needs' within the platform by customizing, evaluating ideas and suggesting different approaches so they can make the most out of the software. - Leading projects and developing new ideas that directly impacted the customer experience, even having some of them implemented to the software itself. - Still, working with troubleshooting daily customer issues via Zendesk, Slack and email (CSS, HTML, JS, Salesforce, HubSpot, Rest API, and many more) - Also kept 100% of customer satisfaction until now.
- Responsible for Chili Piper's documentation update during the launch of the Demand Conversion Platform, ensuring stakeholders would have documented steps to support them during the transition. - Led the project that launched Chili Piper's Community, being an extra resource where customers and potential new customers could share their questions, setups and use cases in a collaborative environment. - Working closer with Engineering and Product Teams leading taskforces for critical issues on Support's side, ensuring these teams have enough data to help their investigation, and acting as a proxy between the company and the customer's needs, ensuring a great customer experience and sentiment improvement towards the company. - Still, working with troubleshooting daily customer issues via Zendesk, Slack and email (CSS, HTML, JS, Salesforce, HubSpot, Rest API, and many more)
Global Area Lead for Global Supply Chain Management segment, handling critical and high IT defects, escalations, coordinating and engaging technical teams to drive service restoration and reduce system downtime in support of all mission critical business functions at the company. Main responsibilities: • Started and consolidated fulfillment team for Environment Management Services in Brazil, being accountable for creating and updating KB articles, documentation and sharing knowledge with other support engineers. • Management of global conference calls, engaging, escalating and driving all relevant technical parties and expertise to push for a fast service restoration. • Coordinate communication of status to predefined business & IT partners. Main POC for assembling and coordinating key technical and management resources, as well as leading and tracking the resolutions of IT issues. • Lead complex high severity incidents and defects, acting independently under general direction. • Work with cross-functional teams globally. Act as designated lead process owner (manager on duty) as required. • Evaluate impact of high severity problems trough business impact analysis, and potential impact of proposed changes. • Responsible for documenting fixes and RCA's for high level business partners and internal management. Also responsible for maintaining these parties informed of current and future steps. • Incident reduction on L1 / L2 side by proactively / re-actively monitoring application side : coordinating initiatives to reduce repetitive and time-wasting activities by analyzing data, metrics, daily routine and reports; • Providing false alert reduction of monitoring alerts, giving monitoring/automation solutions to reduce monitoring gaps and manual efforts. • Notable for new initiatives and innovation cases having global impact for the team, specially monitoring tools related matters.
Handle critical and high IT defects, coordinating and engaging technical teams to drive service restoration and reduce system downtime in support of all mission critical business functions at the company. Main responsibilities: • Started and consolidated fulfillment team for Environment Management Services in Brazil, being accountable for creating new KB articles, documentation and sharing knowledge with other support engineers. • Co-ordination and management of the incident and defect management process with IT teams across the globe. • Management of global conference calls, engaging, escalating and driving all relevant technical parties and expertise to push for speedy service restoration. • Co-ordinate communication of status to predefined business & IT partners. Main point of contact for assembling and coordinating key technical and management resources, as well as leading and tracking the resolutions of IT incidents. • Lead complex high severity incidents and defects, acting independently under general direction. • Work with cross-functional teams globally. Act as designated lead process owner (manager on duty) as required. • Evaluate impact of high severity problems trough business impact analysis, and potential impact of proposed changes. • Incident reduction on L1 / L2 side by proactively / re-actively monitoring application side : co-coordinating initiatives to reduce repetitive and time-wasting activities by analyzing data, metrics, daily routine and reports; • Providing false alerts reduction of monitoring alerts giving better monitoring/automation solutions with strong sense of ownership; • Notable for new initiatives and innovation cases having global impact for the team.
- Quick analysis and issue detection based on monitoring tools output. - Proactive event handling looking forward to resolve them before they can impact business units. - Incident reduction on L1 / L2 side by proactively / reactively monitoring application side : co-coordinating Monitoring Improvements team to reduce repetitive and time-wasting activities by analyzing data, metrics, daily routine and reports. - Providing false alerts reduction of monitoring alerts giving better monitoring/automation solutions with strong sense of ownership, ; - Point of contact for Automation in Monitoring Center, creating, validating and following up new/old cases with Automation team. - Point of contact for knowledge sharing tasks, providing assistance for a full-covered documentation for the team creating/updating and validating documentation with L2 App Support teams. This is being important to provide the best costumer experience and increasing the team's knowledge; - Not less important, being also a point of contact in the team's transition from reactive to proactive mindset / event troubleshooting; - Escalating and co-working with other teams to provide always the best solution for complex issues and questions;
Technical support (on-site and remote) for PMPA’s departments . Activities: Support for internal applications with activities such as formatting, setup and configuration of operating systems (Windows XP, Windows 7 and Linux), drivers setup and settings (desktops, printers and scanners), network settings (IPV4, Firewall, browsers and domains). Support for Microsoft Office and LibreOffice.
Technical support (hardware and software) for desktops, printers and networks with activities such as formatting, setup and configuration of operating systems (Windows XP and Windows 7), driver setup and settings (desktops, printers and scanners), network settings (IPV4, Firewall and browsers). Support for Microsoft Office.