Alexandre Mafaldo Email & Phone Number

Campinas, São Paulo, Brasil

Consultor técnico em soluções KACE

Panamá, Panamá

Technical support for KACE System Management Appliance and KACE System Deployment Appliance providing Brazil Customer Support to install, maintain and customize settings for the required applications.This means handling and solving complex problems related to the customer's infrastructure components, server management, and end-user machine OS feature management. The principal goal is to keep our customers engaged with our products and to enable them to perform their functions/operations with ease and minimal disruption.

Panamá, Panamá

<< Until November 2016 >>I worked providing phone and e-mail support for Dell KACE Solutions I had the main responsibility, to ensure the correct SLA of the phone support, provide help and assist co-worker agents meet relevant KPIs such as backlog, participation, and customer surveys, and conducting to regular case reviews, and provide coaching to engineers and feedback to Support Management.My among my activities, I can name the following:# KACE Brazil technical team leader until November 2016;# Help with routine administrative tasks such as holiday and after-hours coverage;# Assist customers with highly escalated issues;# Assist in hiring and onboarding new engineers;# Mentor team members as needed, including helping them improve KPIs and overcome general performance issues;# Providing the L2 assist in the KACE physical appliance with the hardware troubleshooting as necessary;Other projects:# Reimplementation of the KACE LAB for technical presentation and use by the Dell Tech Support Team;# Review knowledge articles, craft technical references, and provide advisory support to customers and partners;# Provides collaborative support, provides the articles, scripts, and managed installation to meet the customer's needs;# Provides internal Sales training support about KACE Solutions;# Jump Start Standard and Andavend training support offered to all new customers and KACE Partners<< After November 2016 >># Technical Support Level 1/2 agent, reporting to Panama country;# Provides technical support by phone, email, and portal;# Review all Brazilian knowledge articles, craft technical references;# And provide advisory support to customers and partners;

Eldorado Do Sul, Rs

I worked providing phone and e-mail support for enterprise products such as Dell PowerEdge servers, Dell PowerVault storage machines, and the 3rd devices such as EMC, Broadcom, Cisco, Brocade, and other vendor's devicesI had the main responsibility, to ensure the correct and timely provisioning of the Operating System, Applications, and solutions worked correctly. Provide customer feedback and recommend the best settings and configurations of the accord the Matrix Dell Enterprise machines environment reference.Engage the next level of support to assist in the Microsoft and Non-Microsoft solutions as a sample: VMware, Citrix hypervisor, and alternate OS such as RHES, RHAS, Susy Linux, and CentOS Linux.I contributed meant an active role in break/fix activities, OS upgrades, and 24/7 on-call rotation duty.My among my activities, I can name the following:# Support for Enterprise systems like Operating Systems, Backup Software, and other Dell embedded software; # Contributed meant an active role in break/fix activities, OS upgrades, and 24/7 on-call rotation duty.# Developed and delivered several Technical Round Tables (TRTs) to the team at staff;Other projects:# Backup agent of the Brazil Silver Support# Assist in the translation call in the US Gold Support;# I Worked for 5 years in the After-hours Support Team;# Participated in the launch of Pro Support;# And I participated in the launch of the EqualLogic, Compellet, Force10 LOBs, and Dell as a Service Support;In 2013, I migrated to the Enterprise Technical Support Advisor, I had the main responsibility, of ensuring the correct hands-off support from all Storage cases beginning in the first shift, engaging all resources as necessary, and delivering to the third shift support to continue the troubleshooting as necessary.

Porto Alegre, Rs

Technical Support Level 1 for Dell corporate devices with a focus to identify, assist, and resolving hardware or software-related issues.Troubleshooter on Windows OS and Alternate OS embedded in the Dell Devices.Additional activities, I worked on the Dell Retrofit Project, and among my activities, I can name the following:# Identify, contact, and schedule the replace the Panasonic batteries in the Latitude line Notebook, and the replacement of the Western Digital Hard Disk with the transfer of image and data previously captured in the Dell Optiplex machine devices; # Basic and intermediate training in Dell PowerEdge server and Dell PowerVault storage machines; # Contact, and schedule the replace the PE1650 Server system board; # Responsible ant Tech Leader to update the SCSI RAID Controller firmware of on-board controllers DELL PERC 3/DI, DELL PERC 4/Di/Si, and DELL PERC 4e/Di/Si on Dell PowerEdge Servers and Dell PowerVault Storage family;

Porto Alegre, Rs

Technical Support Level 1 for Home and Small Business devices such as desktops, laptops, printers, and all other end-user devices provided by Dell Computers with a focus to identify, assist, and resolving hardware or software-related issues.Additional activities: # Worked in the BPI Yellow-Belt about the IFIR# The project goal is to reduce the rate of the dispatched On-Site Technician to check, resolve or replace the parts in the Dell devices with up to 90 days of life.

Porto Alegre, Rs

The VEM - Varig Airlines Engineering and Maintenance was created on October 2001 and was considered among the ten best aircraft maintenance centers in the world, in addition to being the largest in Latin America.I joined the company via a mandatory internship in the Technical Course in Industrial Automation, at the SENAI Visconde de Mauá Professional Training Center, located at Salgado Filho Airport, in Porto Alegre.Among my activities, I can name the following:# Programming in FLUKE language; # Mitigation of risks in Boeing 727 and 737 series Original and Classic aircraft; # Update of the test bench of the new turbofan engines versions -300, -400, and -500, belonging to the Classic series, which were significantly quieter at takeoff than the turbojets used in the original 727 and 737, much more powerful and efficient, without producing the famous black smoke from its predecessors;

Bacharelado, Business, Management, Marketing, And Related Support Services

Curso Superior De Tecnologia (Cst), Automation Engineer Technology/Technician

Competência para implementar, manter e integrar sistemas automatizados, individualmente ou em equipe, gerando soluções que propiciem.

Tecnólogo Em Automação Industrial, Automação Industrial

Curso Técnico, Automação Industrial