Seasoned IT engineer with 20+ years in the support world, both as a support engineer and as a support manager. I’ve been also working closely with escalated customers in coordination with Success Management team to avoid churn and maximize retention
Technical Skills: Database Administration, PL/SQL, Tableau, Linux, Oracle Business Intelligence, Data Analysis. Hadoop ecosystem.
Here are a few examples of my achievements:
✅ Analyzed all the open incidents from a customer to make sure efforts were focused in the most critical and delayed ones, coordinated with both internal and customer teams in weekly meetings, resulting in high success and a contract renewal.
✅ Developed a couple of tools for my team to help tracking critical issues and auto reporting to escalated customers. Ended up being used by the global team and saved lot of hours of manual work.
✅ Created and maintained all my team processes documentation along with the portal that contained it.More...