Henrique Bernst Email & Phone Number

Porto Alegre, Rs, Br

Porto Alegre, Rs, Br

Porto Alegre, Rio Grande Do Sul, Brasil

Privacy Tools is a company specializing in Privacy Management and Data Protection Solutions, GRC, and ESG.We offer the most comprehensive Privacy Management and Data Protection Solutions, GRC, and ESG in the market. 👨🏻‍💻 Our goal is to serve your company with our best practices.Responsibilities:Ticket Resolution Levels 1, 2, and 3: Acting as an escalation point for issues unresolved by previous support levels.Project Planning and Support: Assisting in the planning… Show more Privacy Tools is a company specializing in Privacy Management and Data Protection Solutions, GRC, and ESG.We offer the most comprehensive Privacy Management and Data Protection Solutions, GRC, and ESG in the market. 👨🏻‍💻 Our goal is to serve your company with our best practices.Responsibilities:Ticket Resolution Levels 1, 2, and 3: Acting as an escalation point for issues unresolved by previous support levels.Project Planning and Support: Assisting in the planning and implementation of new projects.Incident Documentation: Documenting incidents, solutions, and changes in detail for future reference and process improvements. Conducting detailed root cause analyses to identify and mitigate recurring issues.Team Coordination: Coordinating with different teams to ensure projects are delivered on time and within budget.Technology Evaluation: Assessing new technologies and solutions that could benefit the organization.Training and Mentorship: Training and mentoring junior and mid-level support analysts, sharing knowledge and best practices.Reporting and Data Analysis: Creating and analyzing performance reports to provide insights to management and suggest improvements.---Results:Lower Support Tier Relief: Training the team to focus on less complex issues at levels 1 and 2, enhancing overall support efficiency.Efficient Resource Utilization: Optimizing the use of support resources to ensure complex problems are handled by specialists.Data Analysis and Insights: Providing deeper and more accurate insights through data analysis and reporting, aiding strategic decision-making.Creative Thinking: Evaluating new and emerging technologies, fostering creative thinking, and seeking innovative solutions. Show less

Porto Alegre, Rio Grande Do Sul, Brasil

Responsibilities:Personalized Customer Support: Provide technical support and project follow-up for clients, addressing their specific demands with the company's SaaS and On-Premise software.User Management: Administer user accounts within the company’s G-Suite, manage permissions and access, ensuring security and compliance with company policies.ERP Implementation and Support: Implement and support ERP users within the company's IT infrastructure.Application Analysis… Show more Responsibilities:Personalized Customer Support: Provide technical support and project follow-up for clients, addressing their specific demands with the company's SaaS and On-Premise software.User Management: Administer user accounts within the company’s G-Suite, manage permissions and access, ensuring security and compliance with company policies.ERP Implementation and Support: Implement and support ERP users within the company's IT infrastructure.Application Analysis and Monitoring: Utilize Grafana for data acquisition through the analysis and monitoring of applications.OKR Planning: Facilitate the definition and alignment of strategic objectives with business areas through OKRs, connecting the model with the organization’s strategy to optimize short-term results.Performance Reporting: Create reports on team performance, generating insights for implementing improvements to ensure continuous evolution of results.Team Coordination: Evaluate team capabilities and areas for improvement to effectively distribute tasks.---Results:Successful Service Implementation: Increased the success rate of tool implementation with clients.Data Collection: Enhanced data analysis and collection capabilities regarding software usage and company infrastructure through experience with Grafana.Feedback for Development: Improved the knowledge base through client implementations, providing detailed information on customer needs to the development team for product enhancement.Strategic Alignment: Ensured business area objectives were aligned with the overall organizational strategy by planning OKRs with support leadership, guaranteeing that everyone worked towards the same goals and achieving optimal cost/benefit results. Show less

Porto Alegre, Rio Grande Do Sul, Brasil

Responsibilities:User Support: Provide technical support to end-users, resolving tickets opened in Jira on the Atlassian platform and addressing issues related to the use of the company’s SaaS and On-Premise software.Problem Diagnosis and Resolution: Analyze HTML, CSS, and JavaScript code to identify and resolve technical issues for effective software usage.Installation and Configuration: Install, configure, and update operating systems, software, and applications according… Show more Responsibilities:User Support: Provide technical support to end-users, resolving tickets opened in Jira on the Atlassian platform and addressing issues related to the use of the company’s SaaS and On-Premise software.Problem Diagnosis and Resolution: Analyze HTML, CSS, and JavaScript code to identify and resolve technical issues for effective software usage.Installation and Configuration: Install, configure, and update operating systems, software, and applications according to organizational policies and procedures.Documentation: Update technical solution documentation in Confluence on the Atlassian platform.---Results:Reduced Ticket Resolution Time: Increased ability to resolve tickets quickly and efficiently, ensuring that end-users receive timely support to resolve their software issues.Accurate Technical Documentation: Improved software perception and ability to create easily understandable technical documents for the end-user. Show less

Pós-Graduação Lato Sensu, Ciência De Dados E Inteligência Artificial

Ensino Superior, Computer Systems Analysis