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Work Background
Customer Solution Engineer
Germain UXCustomer Solution Engineer
Sep. 2024
Technical Support Team Lead
Multilogin (We are Hiring!)Technical Support Team Lead
Jan. 2023 - Sep. 2024- Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures. - Streamlined processes for improved workflow efficiency within the technical support department. - Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance. - Led, designed and developed automation projects for key customers. - Reduced ticket response time by automating routine tasks and optimizing workflows within the support team. - Performed root cause analysis of reported issues to enact corrections.Recruited, interviewed and hired employees.
Security Consultant
WSS SecuritySecurity Consultant
Mar. 2021- Conducted vulnerability scans to maintain up-to-date knowledge of potential threats and system weaknesses. - Provided detailed reports of assessment findings and recommended solutions, contributing to informed decision-making processes. - Assisted clients in understanding the implications of discovered vulnerabilities, helping them make informed decisions about necessary corrective actions. - Identified critical weaknesses in systems through thorough penetration testing, leading to improved defenses.
Atlassian Support Technical Lead - Jira Service Management
e-CoreAtlassian Support Technical Lead - Jira Service Management
Sep. 2020 - Dec. 2022Porto Alegre, Rio Grande do Sul, Brazil- Responsible for Internal Escalations and in-depth troubleshooting. - Creation of various scripts to automate common support tasks. - Worked on de-escalation cases and crisis management task-forces. - Technical upskill of identified knowledge gaps in the team. - Multiple technical interviews for junior and senior job positions. - Mentored junior engineers, providing guidance on best practices and career growth opportunities. - Fourth place worldwide in an Atlassian Secure Development internal tournament.
SCM Support Consultant
SAPSCM Support Consultant
Apr. 2014 - Sep. 2020São Leopoldo, Brazil- Provided technical support to customers, troubleshooting technical issues and providing solutions. - Managed high-priority cases with diligence, ensuring timely resolution and minimal disruption to client operations. - Assisted in the development of knowledge base articles, empowering clients to find answers independently when possible. - Established clear communication channels between internal teams and clients, facilitating seamless information exchange. - Escalated critical incidents to higher-level support personnel when necessary for prompt resolution while maintaining clear communication lines with affected stakeholders throughout the process.
Rotation Intern
SAPRotation Intern
Mar. 2012 - Mar. 2014Sao Leopoldo, Brazil- Training Tool: Product Support internal tool to manage trainings. - EGCO Project: SAP Labs internal project to collect and manage waste of employees in a gamified platform. - Manual Steps automation: Globalization internal tool to automate manual steps from correction notes.
Web Developer
Gad'BriviaWeb Developer
Dec. 2011 - Mar. 2012Novo Hamburgo Area, Brazil- Analysis, maintenance and support of several web systems. - Coded websites using HTML, CSS, PHP, and jQuery languages.
Developer
Pitrez ITDeveloper
Sep. 2009 - Dec. 2011Novo Hamburgo Area, Brazil- Analysis, maintenance and support of several systems. - Infra-structure diagnostic projects collecting and analyzing systems and database structure.
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