André De Brito Email & Phone Number

I manage a team of level-2 support engineers. I handle day-to-day and strategic topics, and I'm also responsible for team KPIs, SLAs, and recruiting.

I assumed a more central role in the team and expanded my responsibilities to supporting other support engineers in their work and also contributed to more strategic topics, such as process improvements and collaboration with other departments.

Berlin Area, Germany

I worked as an engineer in a second-layer support team, troubleshooting issues with the product, providing integration solutions to customers, identifying bugs, and working closely with developers to solve them. I also handled knowledge management, bug prioritization, internal escalations, data imports, and the development of tools to support and speed up data imports.

Berlin, Germany

Full-stack developer in the Rapid Development Team focusing on fixing bugs, building new features, developing tools and scripts to support other departments, and implementing POCs.

Berlin, Germany | San Francisco, Usa

Worked in the Technical Services department, providing product support to publishers, advertisers, and internal teams. Also in charge of building and maintaining software tools for internal use.Responsibilities: service desk support, troubleshooting, escalation, fraud investigations, dispatching, prioritization, performance reporting, knowledge base design and maintenance, process design, knowledge management, recruiting, training, and development of internal tools.

Parque Das Nações, Lisboa

Worked in pre-sales, preparing national and international project proposals for the Aerospace and Transportation industries.Also worked as a software developer and analyst. Implemented a virtual reality tool for the European Space Agency that supports the design process of spacecraft components. In addition, implemented intelligent ticketing systems for public transportation networks in Lisbon, Mozambique, and Ecuador.

Telheiras, Lisboa

Worked as a software developer and analyst in several projects for the Aerospace sector, such as a virtual reality tool for the European Space Agency that supports the design process of spacecraft components. Also worked on a virtualization tool that automates the configuration and deployment of virtual machines and applications.

Master, Information Systems And Computer Engineering, 15/20

Main specialization area: Corporate Information Systems Secondary specialization area: Networking, Applications and Services Master thesis.

Account And Customer Management Skills

Topics covered: - Sales versus Customer Relationship Management; mindset and strategies for successful CRM. - Consultative skills.

Business Writing

Techniques for writing clearly and efficiently in a professional context. English as a second language.

Requirement Design Techniques

Contextual Design: contextual inquiry, interpretation, models (flow, sequence, cultural, artifact, and physical models), data.

Trainer, Teaching

Trainer Certification The course covered various teaching skills, all essential for creating training courses and hosting training sessions.