Caio Amorim Email & Phone Number

Kitchener, Ontario, Canada

• Conduct weekly meetings to assess and prioritize active Support Incidents. • Proactively lead efforts to expand account relationships. • Collaborate across departments to address complex scenarios and integration challenges. • Collaborate with D2L's Project, Development, Deployment, and Infrastructure Consulting teams to fulfill reporting and product requirements on behalf of clients.

Kitchener, Ontario, Canada

• Effectively prioritize, troubleshoot, and resolve client issues.• Resolve issues received by phone, chat, and service desk portal under tight time constraints.• Timely and accurate logging of all support cases.• Building rapport with clients.• Quickly identify incident trends/patterns and recommend steps to mitigate the impact.• Troubleshoot issues using a variety of tools, including using T-SQL queries.• Clearly communicate technical resolution details to varying stakeholders.• Help to develop and deliver knowledge articles.• Participate in Technical Roundtable discussions.• Align clients’ needs, goals, and objectives to D2L solutions.• Monitor and participate in both internal and external discussion forums.• Act as an advisor in a technical/functional capacity.• Exercises judgment in selecting troubleshooting methods to quickly identifysolutions and recommendations to complex technical issues.• Able to accurately create complex, well-formed SQL queries without assistance.• Accurately gather and interpret IIS data to accurately report findings to customers.• Performs advanced, in-depth troubleshooting and accurately identifies solutions on issues relatedto Authentication protocols, SIS Integrations, API, and LTI issues.• Acts as a point of contact to handle customer escalations / high-priority issues reliably and in theexpected timeframes.

Kitchener, Ontário, Canadá

Responsibilities:• Resolving specific client issues received by phone, email, or assignment through call tracking system under tight time constraints;• Identifying and solving site-related issues;• Identifying and correcting improperly configured installations;• Timely logging of all support calls in the call tracking system and escalation of problems where appropriate;• Updating call tracking system with all appropriate details while providing timely customer updates on issues;• Improving D2L product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues, and Bugs to Product Development;• Developing support documents, FAQ's and Knowledge-Based Articles;• Participating in special projects as required;• Participating in shift and on-call support rotations;• Troubleshooting issues using a variety of tools, including using T-SQL queries.

Salvador, Bahia, Brazil

This internship has provided me a handful of learning. I have contact with other company headquarters from the Netherlands, USA, and Mexico, checking the import documents and providing vital information for the process. Included in my list of activities, I provide unloading documents for Brazilian ports, just like direct contact with the dispatchers who work with us. During this internship, I help getting certified as AEO (Authorized Economic Operator) and I have also created reports with forecasting and showing the actual situation that helped with special customs regimes called "Drawback".

During the internship, I could go through all the parts of the financial area of the company, the payments; treasury; and investments. During my whole experience, I had the autonomy to show what I thought could be better, and I could implement some Excel sheets created by me, that made the work that used to take the whole morning, now it takes 1 hour. During my last year in this internship, one of my responsibility was to make the daily control of company money flow as well as control the investments and show monthly reports about it and report straight to the manager.

Engineering Bachelor, Production Engineering

Global Supply Chain Management