Isaac Silva
2nd Level Support Manager at GreenMile Powered by Descartes- Claim this Profile
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Português Native or bilingual proficiency
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Inglês Professional working proficiency
Topline Score
Bio
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Experience
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GreenMile Powered by Descartes
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United States
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Software Development
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1 - 100 Employee
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2nd Level Support Manager
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Feb 2017 - Present
- Managed a team of 6 support professionals and oversaw the resolution of technical issues escalated from the 1st level support team.- Developed and implemented support policies and procedures to improve the quality of service and reduce customer churn rate.- Analyzed and reported on support metrics to identify areas for improvement and implement corrective actions.- Collaborated with development teams to identify and resolve technical issues and ensure customer satisfaction.- Coached and mentored team members to improve their technical skills and customer service. Show less
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QA Analyst
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Apr 2014 - Apr 2017
- Performed quality testing on software products, ensuring they met the required quality standards before release to customers.- Developed and executed test cases and test plans to verify product functionality, performance, and security.- Documented defects and issues in the bug-tracking system, and collaborated with the development team to resolve them.- Participated in the design and development of automated test scripts to improve testing efficiency and coverage.- Conducted training sessions for other quality test professionals to improve their testing skills. Show less
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Universidade de Fortaleza
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Brazil
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Higher Education
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700 & Above Employee
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Estágio
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Apr 2012 - Apr 2014
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Education
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Universidade de Fortaleza - UNIFOR
Bacharelado, Ciência da Computação