Daniel P Santos work email
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Daniel P Santos personal email
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I am curious about how things work and love interacting with people.I started my career as an electronic technician, became a computer engineer, and worked on multiple hardware/software projects. Throughout these experiences, a desire to work more closely with people grew strongly. I wanted to see the impact of my work on the end user directly. I started working as a support engineer, moved to community support (public-facing support), and, more recently, data analytics.In my last role, I was able to directly impact the decisions of department leaders and group managers by providing targeted metrics and analytics insights that allowed them to make better decisions. This variety of experiences allows me to work in any IT field that requires a holistic view and strategic thinking to solve problems that excite me.
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Senior Data ScientistAtlassian Feb 2023 - May 2024- Provided strategic analytics insights to CSS Leaders (Customer Support and Success) to increase efficiency and market share, as well as improve customer satisfaction. Related projects: end-of-server support, DC special support, remote environment infrastructure, volume shift to the community, the impact of Atlassian University, and others.- Autonomously planned and managed my workload for existing craft (BAU), main projects, and ad-hoc requests. -
Data ScientistAtlassian Nov 2020 - May 2023- Main analyst on the CSS Risk and Compliance team. A team with the mission to make the Atlassian support comply with data privacy regulations. Tasks involved building metrics and reports and proactively challenging the business transformation process to keep customer success and support staff satisfaction.- Built insights and data dashboards to allow Community Teams to measure their productivity, share load, and understand their impact.
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Community Support EngineerAtlassian Jan 2019 - Nov 2020- Devtools support through public community platform.- Community moderation: managing community leaders' requests (technical and heated thread discussions). Managed community spam, and abuse reports.- Reported on bamboo community health and engaged other Atlassian experts in relevant threads.- Built new reports to identify data trends and forecast special events.
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Technical Support EngineerAtlassian Feb 2016 - Jan 2019- Provided technical support for Bamboo (CI tool), which required expertise on various development tools to cover the main parts of the CI process: build, test, release, and deploy.- Drove a project to review and improve existing non-optimal or outdated support documents to reduce customer friction.- Directly engaged with the Atlassian development team to speed up escalations and fix bugs earlier to unblock customers.- Helped to drive product changes by effectively compiling customer feedback and closing the loop with product leads and devs.- Facilitated difficult conversations to improve the team relationship.
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Technical Support EngineerAtlassian Mar 2015 - Feb 2016Porto Alegre Area, Brazil- Provided customer technical support for the JIRA server and Atlassian add-ons. Involved technologies: Tomcat, Java, Velocity, Lucene, Network infrastructure, and supported databases (PostgreSQL, MySQL, SQL Server, and Oracle);- Contributed to knowledge creation (KCS) to overcome main product challenges and reduce support incidents.- Reported bugs and new features. Shared customer feedback internally to push prioritization when standard mechanisms were not working as expected.
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Support EngineerE-Core Mar 2015 - May 2024Porto Alegre Area, BrazilWorking directly on Atlassian projects through e-core. -
Product Developer - SoftwareAltus Sistemas De Informática Sep 2012 - Jan 2015Rua Dos Andradas, 955 Conj. 201 Centro Histórico Porto Alegre/Rs- Firmware and front-end development contributions for Xtorm / Nexo products with relevant participation in the national oil and gas industries (~30% oil extraction platforms)- Development improvements on alerts monitor (C language, embedded linux).- Front-end feature development, utilizing .Net (C#) with agile processes, backward compatibility, unit tests (NUnit), and comprehensive end-user documentation of features.- Redesigned the build system, reducing its run time by ~60%. -
Software TechnicianFalker Automação Agrícola Jan 2011 - Jan 2012Rua Carlos Von Koseritz, 237 - São João, Porto Alegre - Rs, 91751-520- Ported sensors network software interface from embedded to PC (C/C++).- Managed Linux server tasks (user management, Samba, Cups, Apache, etc).- Implemented features and fixed bugs in Python ERP software. -
Undergraduate ResearcherUfrgs Mar 2010 - Dec 2010- Improved PCI driver (C/C++) to allow high-speed communication with H264 hardware video encoder, implemented in VHDL- Performed changes in the ITU-T test software to check the encoder performance. -
Radar TechnitianSimulation Technologies Inc. (Simtech) Mar 2008 - Feb 2010- Attended modernization training for PAR 2000 - ITT Gilfillan (California - USA).- Updated the PAR radars in four Brazilian sites, pairing with ITT Gilfillan engineers. Reconfigured new hardware modules, reassembled cables, recalibrated new antenna and updated radar embedded software, and trained Brazilian Air Force engineers to work with the new system. -
Software DeveloperT&T Engenheiros Associados Mar 2007 - Feb 2008- Neblina Hewlett Packard project: Isolating PPC storage controller firmware code and creating a Hal(hardware abstraction layer) to port it to an Intel processor. - SSTK Hewlett Packard project: Bash scripting bug fixes on HP proprietary IT deployment system. Build improvements (Make files structure) and HPUX systems configuration. -
3Rd SargentForça Aérea Brasileira - Fab Jan 2002 - Dec 2006- Maintained airport navigation systems such as VOR (VHF Omnidirectional Range), NDB(Non-Directional Beacon), and VHF communication radios.- Precision approach radar specialist (PAR2000 from ITT Gilfillan), helping to ensure the equipment was working properly to support military aircraft landing.
Daniel P Santos Skills
Daniel P Santos Education Details
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Group Dynamics -
Computer Engineering
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Eear - Escola De Especialistas De AeronáuticaSargento Especialista Em Eletrônica
Frequently Asked Questions about Daniel P Santos
What is Daniel P Santos's role at the current company?
Daniel P Santos's current role is Senior Data Scientist | Technical Support Engineer | Community Moderator.
What is Daniel P Santos's email address?
Daniel P Santos's email address is da****@****ore.com
What schools did Daniel P Santos attend?
Daniel P Santos attended Sbdg - Sociedade Brasileira De Dinâmica Dos Grupos, Universidade Federal Do Rio Grande Do Sul, Eear - Escola De Especialistas De Aeronáutica.
What skills is Daniel P Santos known for?
Daniel P Santos has skills like Embedded Systems, C, Software Development, C++, Embedded Software, Linux, Python, C#, Git, Operating Systems, Firmware, Programming.
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DANIEL P SANTOS
Brasília, Df -
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