Technical Support Engineer

• Oct 2021 - Present

Support Specialist

• Jun 2020 - Oct 2021

• Communicate electronically and in-person with computer users experiencing difficulties to determine and document problems experienced. • Consult user guides, technical manuals, and other documents to research and implement solutions. • Provide advice and training to users in response to identified difficulties. • Collect, organize, and maintain a problems and solutions log for use by other technical support analysts. • Communicate electronically and in-person with computer users experiencing difficulties to determine and document problems experienced. • Consult user guides, technical manuals, and other documents to research and implement solutions. • Provide advice and training to users in response to identified difficulties. • Collect, organize, and maintain a problems and solutions log for use by other technical support analysts.

Support Engineer

• Oct 2016 - Jan 2019

Main Customers: Sanofi Pasteur, Banner Bank, Zedd Customer Solutions, Ingle International, The Results Companies. Responsibilities: - Enhanced predictive dialer application support, allowing the team to maintain 99.999% availability. - Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the customers within SLA time frame. - Provided outstanding customer service as a member of a world-class team providing 24x7 customer support. - Shadowed Senior System Engineers to enhance my personal technical skills as a Support Engineer and to learn internal processes to escalate cases and approve or deny handovers to specific verticals. - Managed the technical support documentation by collaborating with the knowledge base system. Updated products’ documentation and manuals related to important changes on new versions. - Installed applications in a laboratory environment for testing purposes, working under pressure by-weekly on call. Show less

Senior Technical Support Specialist

• Jun 2015 - Jul 2016

Responsibilities: - Allocated to “Atento”, our client and one of the biggest call center supplier in Brazil, as the consultant responsible for the APC “Avaya Proactive Contact” a Predictive Dialer Solution. - Managed relationship between our client “Atento” and “Avaya” project area, helping them to implement one of the biggest Bradesco bank projects. - Provided on-site support as a contact point, working directly with “Avaya” customer support area and “Atento” end users, fixing, training and tuning the APC Predictive Dialer Solution. - Collaborated with developers, analysts and project managers to expedite incident resolutions. Show less

Support Engineer

• Dec 2014 - May 2015

Responsibilities: - Tracked, logged and responded support tickets, performed predictive dialer application support, managed incidents and provided troubleshooting on hardware and software issues to resolution and for end-users on technical challenges. - Configured, maintained, and troubleshot computer systems and applications issues by replicating them in our research lab. - Wrote and executed non-complex SQL queries for reporting and research purposes. Responsibilities: - Tracked, logged and responded support tickets, performed predictive dialer application support, managed incidents and provided troubleshooting on hardware and software issues to resolution and for end-users on technical challenges. - Configured, maintained, and troubleshot computer systems and applications issues by replicating them in our research lab. - Wrote and executed non-complex SQL queries for reporting and research purposes.

Implementation Consultant

• Aug 2013 - Nov 2014

Responsibilities: - Worked directly with the Project Management department and helped them to define and document Business Requirements to meet customer needs. - Prioritized, troubleshot and resolved complex issues during testing phases to meet client’s timelines and requirements. - Traveled extensively 70-80% of the time at customer sites, working with the customer to install, configure, test and train end users. Responsibilities: - Worked directly with the Project Management department and helped them to define and document Business Requirements to meet customer needs. - Prioritized, troubleshot and resolved complex issues during testing phases to meet client’s timelines and requirements. - Traveled extensively 70-80% of the time at customer sites, working with the customer to install, configure, test and train end users.

Senior Support Analyst

• Mar 2009 - Jul 2013

Responsibilities: - IT Support @ CALA region with all premium customers from AVAYA as Citibank – Santander – HSBC – ATENTO on recorders solutions known as NICE Systems. - Provided technical support after-sales of software, hardware and communication subsystems recorders installed at customers. - Investigated and fixed of the recorded incidents, involving analysis of root cause (problem management) - Daily interaction with developers/engineers (foreigners) due to the escalation of incidents - Worked under pressure by-weekly on call, monitoring and solving the performance of hardware, software, and networks and other technical problems. Show less

System Administrator I / Infrastructure Analyst II

• May 2006 - Nov 2008

***Since 2008 EDS is a Hewlett Packard company. From May/2006 until Feb/2008, I worked as System Administrator I, working for different clients (ex. Palm One, Carrefour, Verigy) In technical MMLs as in order to coordinate break/fix changes and resolve related issues Responsible for incident's root cause analysis Requested in technical MMLs as problem owners, in order to help the coordination of an outage. All support in English. Working over different platforms, SUN Solaris, HP and AIX. From Feb/2008 until Nov/2008 I worked as Infrastructure Analyst II, working with big customers with Capacity Planning and Performance Team. General tasks in the Capacity Team were based on monthly reports showing servers utilizations and if needed, notifying the appropriate teams about issues, as well performing exception reporting. Ad-hoc were requested sometimes, so they are also part of routine, where questions regarding performance from other infrastructure support groups were answered. Weekly meetings with technical teams responsible. Technical commentaries to monthly reports are provided in English. All support in English. Working over SUN Solaris, AIX and iSeries (AS400) and Wintel. Show less

Support Analyst

• Sep 2005 - May 2006

RGIS is an acronym for Retail Grocery Inventory Specialist. Early success allowed them to scale their business model and rapidly expand into other sectors. Decades later they have far outgrown their name. RGIS now performs more than 1,400 inventories per day for companies of all types and sizes.​ 40+ Countries with Local Teams. With 34,000 employees and more than 200 offices around the world, we have the resources in the right place to reliably and efficiently complete any project.​ Personal duty: Responsible for dealing with the platform, end-user support and implementation of new customers. Responsibilities: * Providing technical assistance and support to the teams working at customers during the inventory. * Log analysis, troubleshooting and quick fix of the issues, due to the urgency of the operation. * Data collection, analysis and developing the structure of the new customer's environment. Show less

Support Analyst

• May 2004 - Jul 2004

Personal duty: Responsible for dealing with any task related to the company computers: from repairing common internal system errors to implementing solutions for specific technical problems. The job consisted, especially, in the provision of general maintenance assistance by running diagnostic programs, fixing issues and improving the machine's performance. Responsibilities: * Providing technical assistance and support inside the office for incoming team queries to issues related to computer systems, software, and hardware. * Installing, modifying, cleaning up and repairing the company’s computers (hardware and software). * Approaching clients using excellent customer service skills and always trying to exceed their expectations. * Resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems. * Following up with customers to ensure that problems are resolved. * Analysing and reporting feedback from customers about Altitude uCI usage. * Running reports in order to highlight current malfunctions on software. Show less

Support Analyst

• Jan 2003 - Apr 2004

Personal duty: Responsible for dealing with any task related to the company computers: from repairing common internal system errors to implementing solutions for specific technical problems. The job consisted, especially, in the provision of general maintenance assistance by running diagnostic programs, fixing issues and improving the machine's performance. Responsibilities: * Providing technical assistance and support inside the office for incoming team queries to issues related to computer systems, software, and hardware. * Installing, modifying, cleaning up and repairing the company’s computers (hardware and software). * Approaching clients using excellent customer service skills and always trying to exceed their expectations. * Resolving technical problems with Local Area Networks (LAN). * Following up with customers to ensure that problems are resolved. * Analysing and reporting feedback from customers about Altitude uCI usage. * Running reports in order to highlight current malfunctions on software. Show less

Trainee Support Analyst

• Jun 2002 - May 2003

Personal duty: Responsible for dealing with any task related to the company computers: from repairing common internal system errors to implementing solutions for specific technical problems. The job consisted, especially, in the provision of general maintenance assistance by running diagnostic programs, fixing issues and improving the machine's performance. Responsibilities: * Providing technical assistance and support inside the office for incoming team queries to issues related to computer systems, software, and hardware. * Installing, modifying, cleaning up and repairing the company’s computers (hardware and software). * Approaching clients using excellent customer service skills and always trying to exceed their expectations. * Resolving technical problems with Local Area Networks (LAN). * Following up with customers to ensure that problems are resolved. * Analysing and reporting feedback from customers about Altitude uCI usage. * Running reports in order to highlight current malfunctions on software. Show less

System Analyst

• Sep 1999 - Feb 2000

Computers Services in Support Analyses provided to “Grupo IMARÉS” Computers Services in Support Analyses provided to “Grupo IMARÉS”