Coordinator of the exclusive support team for the company's strategic customers in the electronic documentation vertical, total control and monitoring of environments, working towards customer success, with a strong performance in managing incidents and problems, carrying out the necessary analyzes, reestablishing the normality of services within the SLA, root cause analysis, change management (RDMs), requests and routines.

After successfully managing the Support area in a few months,I was invited to also take over the company's Implementation area. In thistime, we restructured the area's processes and flows and included theImplementation and CS within the Call Management system to facilitatethe "passing of the baton" between areas. I actively participated in meetingstechniques in the implementation of new clients and I worked heavily as a facilitator.In addition to managing the Support and Deployment area, I was also responsiblethroughout the IT and Infrastructure area, managing all systems andtechnologies used by the company.

Responsible for managing the Support team, I created and structuredcomplete overview of all processes and flows in the area. It was also implemented aCall Management system in addition to the creation of service SLA'sand structuring an onboarding process for new employees,creating materials and playbooks in the area. Trainings were developedfor the Customer Success area and customer support materials in addition to the implementation of various technologies to facilitate the day-to-day lives of our employeescollaborators. Acting in technical meetings with customers and facilitatingcommunication between development and other areas.

Guide and manage the tasks of the Support and Deployment team bythrough Trello and Pipedrive. Many "Hands-on" moments, actingoperationally in both areas, carrying out deployments remotely,customer service via Zendesk, WhatsApp and email, and providing supportcomplete for the Platform and App. Queue management and support. Analyticsand tests to identify the reasons for problems reported by customersto resolve them or escalate them to the development team. In additionFurthermore, organization and management of the company's financial area. Structuring ofareas, creating a new team task process through Trello andimplementing an SLA for delivery of implementations and fixes comingfrom development to support and first response SLA, service andreturn to customers.

Guide, train and support the activities of the sector under your responsibility, based on priorities. Identify, treat and/or report any abnormalities and other situations related to the team/physical structure, found in your sector of activity, adopting, proposing and obtaining approval for the adoption of preventive/corrective actions and decisions. Assist in the implementation of sector programs and projects. Request and/or carry out training and development of the team under your supervisionresponsibility. Team integration and cohesion work. Analyze, adopt actions and contribute to achieving the goals established for the sector under your responsibility. Answer calls from internal customers in the unit under responsibility. Size and optimize the team to respond to internal customer calls. Monitor agility and compliance with internal customer service goals. Responsible for managing changes in cases of changes to the layout of operations. Among other activities relevant to the role.

Responsible for supervising technical teams, analyzing and monitoringthe service queue.Develop and maintain quality and performance indicator reportsof the team, productivity, quality of service.Verify the performance of deployed systems and technical resourcesinstalled, supervise customer service, provide supporttechnician via internet and telephone, training them in how to use the systems,solve technical problems, monitor changes in standards and newsystem functionalities, prepare and keep manuals updatedtraining, apply timely feedback and periodic team evaluations,develop and maintain quality and performance indicator reportsof the team, productivity and quality of service, dimension the team toguarantee the level of service to customers, technically train the team toensure the quality and efficiency of contracted services, superviseuser support activities in hardware and software development,verify the performance of implemented systems and technical resourcesinstalled, suggest improvements in operating systems and equipment.

Direct service to our customers via telephone, N1 and N2 ticket,blog and email, analyzing and guiding your questions and suggestions in allthe spheres of Ahgora systems (hardware and software) in some casesproviding consultancy related to personnel department regulations.Perform remote access to network and hardware configurations and guidancepunctually to our customers on our online platform. Carry out tests,analyzes and pass on bugs, suggestions and needs from our customers toour development sector, assisting in their demands. To implementour system on new customers by collecting information about their shapeof action and parameterizing our system according to your reality,carrying out training on our products remotely and in person,focusing on comprehensive learning of our solutions.

Responsible for ensuring the availability, performance and continuity ofservers and systems of the SAJ project – Judicial Automation System.Analyze, resolve and manage the resolution of technical failures in environmentscritical IT, implement IT solutions to drive the business,implement standards and best practices to ensure the quality ofinfrastructure services and ensure information security standardsadopted by the company.