Alessandro Oliveira Macedo Email & Phone Number

Amsterdam, Nh, Nl

São Paulo, Brazil

São Paulo Area, Brazil

São Paulo, Brazil

As an Enterprise Support Manager, I lead a team of experienced senior support engineers dedicated to providing world-class support to Atlassian’s Enterprise customers. My responsibilities include managing the health and establishing the standard for Atlassian's support services while fostering a customer-centric culture within the team. I also mentor talented engineers, provide insights into product teams, and facilitate collaborative projects. Collectively, we strive to enhance the customer experience, advocate for their needs, and provide legendary service.* Contributed to the team's global expansion following the merger and acquisition of the product* Led the Implementation of a skill matrix to facilitate career advancement within the team* Facilitated mentorship for new leadership hires* Led enhancements in Internal Escalation processes* Led the post-launch of the technical subject matter expert program within the team

São Paulo Area, Brazil

As an Enterprise Support Engineer, I was committed to providing advanced support to Atlassian’s Enterprise customers for Jira and Jira Align products. Collaborating with a global team of experts, my experience includes demonstrating empathy, strong communication skills, problem-solving abilities, and a background in software services and system administration. The team focused on customer-centricity, accountability for success, continuous improvement, and solving complex issues to benefit end-users globally.* Being the first hire, I acted as the Culture and Onboarding Champion of the new office.* New hire technical mentor* Conducted numerous (~80) technical interviews* Designed and defined support processes after the merger and acquisition of Jira Align* Achieved 3 promotions within a span of less than 4 years, transitioning to the role of Support Manager

Brazil

Responsible for managing all the support team activities of Professional Marketplace, a global web application for internal use, and high criticality for the company, with more than 320 thousand users, developed to optimize and plan the filling of open positions in projects with internal professionals and from the market, taking into account their availability, knowledge, cost, among others.Responsible for 24x7 monitoring of the Professional Marketplace, working in the identification and resolution of problems in cases of failures, as well as creating tools to prevent and monitor them, generate performance reports, prepare and present action plans for the business team (US) and/or development (BR), communication and assistance to clients, among other operational activities. The team has assumed the operations activities and infrastructure change management for the production, development, testing and validation environment.

Responsible for 24x7 monitoring of the Professional Marketplace, working in the identification and resolution of problems in cases of failures, as well as creating tools to prevent and monitor them, generate performance reports, prepare and present action plans for the business team (US) and/or development (BR), communication and assistance to clients, among other operational activities.

Uberlândia Area, Brazil

I worked on the analysis and development of new requirements, as well as corrections of failures of the CRM of Telemig Celular (VIVO);Participation in the connection tests of Port-Point, a SOAP client developed for the Brazilian mobile phone portability system;

Uberlândia Area, Brazil

Responsible for the web development of the management system, control and billing of local commercial inserts in pay TV channels;Member of the development team of a web ERP;Responsible for the implementation of open source web applications (DotProject and Mantis), as well as modification and correction of failures;Responsible for setting up and maintaining web application servers;

3, Internet And Computer Networks

3, Mechanical Engineering

Incomplete

Education record