Cordio's World

Senior Technical Support Specialist

at ClickDimensions

• Efficiently resolve support tickets to our customers' satisfaction by conducting in-depth support sessions though any available support channels at ClickDimensions;

• Provide mentorship for TSS – Tier I support agents regarding support cases, technical knowledge and feedback;

• Update documentation as needed to improve customer self-help and internal technical information;

• Proactive monitoring of services to escalate accordingly to provide first level incident response documentation / organization;

• First level escalation point for TSS - Tier I Support Agents;

• Provide detail escalation analysis / reproduction / documentation for all issues routed to Tier III support.

Technical Support Specialist

at ClickDimensions

• Troubleshooting issues related to ClickDimensions solution within the Microsoft Dynamics 365;

• Utilizing ZenDesk ticketing and Live Chat platform for resolving issues and communicating with customers;

• Deciphering log files and tracking server/queue health and status with Kibana, Grafana and Azure Server;

• Creating escalations for Senior Support;

• Attending team meetings and discussing future metrics and targets.

System Implementation Consultant

at EICON

• Responsible for implementation projects of education management system;

• Perform adherence analysis, system training, assisted operation and document the activities;

• Acting on business generation next to the business analyst;

• Requirements analysis, work processes analysis and risks analysis;

• Check and analyze activity reports;

• Create relationship with the local team and client;

• Implantation, gathering requirements with client and realizes trainings, monitoring the system and customer support;

• Maintenance and configuration of computers, laptops and small routers (cable and wireless);

• Installation and configuration of operating systems (Windows) and applications (Microsoft Office and others).

Web Developer

at Spartan do Brasil Produtos Químicos Ltda

• Data survey and business analysis involving the online sales system;

• Processes follow-up involving the development and / or maintenance cycle of software, interacting with the internal clients, searching technical needs and requirements development;

• Development of customizations and improvements in the system in PHP language, basic Javacript and JQuery;

• MySQL Database, MS SQL 2008 and PostgreSQL;

• Software testing;

• Training and qualification of internal clients with the corporate system.

Web Designer & Developer

at ContentSys

• Maintaining and development of websites;

• Technologies such as HTML5, CSS3, PHP, JavaScript, Wordpress and Joomla.

System Analyst

at Multi Holding

• Gathering requirements, Business and Application Support, Business Analysis;

• Creation of specifications for new tools for web and desktop system that makes managing franchises language training and vocation education;

• Implantantion, Deployment and field training web system (MICROSOFT DYNAMICS AX EP/ ERP);

• Creation user manuals for system users;

• Managing requests in SLA system, Troubleshooting;

• Tests and test plans for new tools;

• Development and delivery of training material to end users on all standard applications;

• Queries basic level in database (SQL);

• User Support (Calls, Emails, Remote access), Customer Service.

Business Consultant

at Totvs

• Consulting in DataSul (ERP System): Logistic and Supply modules;

• First line support;

• Training of new users.

Mainframe Systems Operator

at IBM

• Mainframe system monitoring of global customers, working at the Global Command Center;

• Respond to system problems through monitoring tools or customer calls, following specific documentation and procedures, respecting the given severity of the problem;

• Contact support and crisis management teams, following Incident and Change management processes, documenting the history of all incidents through timelines.