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Work Background
Germain UXCustomer Solution Engineer
Sep. 2024
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.
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.
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.
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.
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.
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.
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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