Diego Gündel Machado Email & Phone Number

* Project deliveries around the globe;

São Leopoldo - Brazil

* Act as International Technical Support for BlueCielo products such as: Meridian On Premises, Meridian Cloud, Meridian 360 Portal, Meridian Mobile and its advanced features and extensions: Advanced Project Workflow Module, Asset Management Module, BlueCielo Publisher extension, Packages support and Cloud Analytics;* Responsible for supporting customers, partners and field team across the globe in deployment, maintenance and usage of the asset information and engineering content management solutions; Working with all levels of support to document resolutions and continually drive first call/first touch resolution;* Creation of hosted virtual environment to reproduce, analyze and troubleshoot incidents with customer’s backup when necessary for controlled testing; Identify, document, confirm and report product defects;* Prioritize, research, troubleshoot, and resolve escalated technical issues. As needed, identify workarounds and communicate to customers; Troubleshoot and analyze databases, application servers and new technologies;* Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems;* On call on weekends and holidays for critical issues;* Collaboration with other teams in order to encourage knowledge sharing between departments and also decisions;* Development of materials for internal and external training and research;* Collaborate on product enhancements and bugs with the Product Management, and Engineering teams; Creation of articles for recent product’s updates and different ways of troubleshooting in general.

Porto Alegre - Brazil

* Assistance to end users in product configurations in the Atlassian Cloud environment: JIRA, Confluence;* Objective of helping and solving customer’s problems such as integration problems/doubts/ error messages/UI issues/outsourced and internal add-ons/among others. Verifying bugs and work with development on providing fixes and workarounds to the customers; * In parallel to the ticket service (JIRA), one of the goals was to answer frequent user questions via open Forum (Confluence Questions);* Management of HOT tickets where several users were impacted by the same problem; Crisis Management; Troubleshoot application performance issues in a Linux environment; Provide root cause analyses for performance/outage events;* Creation of articles for recent product’s updates and different ways of troubleshooting in general;* Share with customers the best practices for JIRA and Confluence functionalities; * Help with integration between different applications like Zendesk, Tempo Timesheet and Zephyr related to Atlassian products;* Investigate and work on outages, connection issues, JIRA and Confluence imports/exports, build errors and memory allocation;* Knowledge in Linux, Windows platforms using tools such as Postgres, HipChat and automated bots; * Collaborating with the global support team to serve customers worldwide.

São Leopoldo - Brasil

* Responsible for the organization and edition of dashboards for customer presentation;* Performance in systems such as: Solution Manager (SolMan – Installation and update), JIRA, Lumira;* Analytical data analysis.

São Leopoldo - Brazil

* Exclusive phone service focused on application and infrastructure issues/requests; * Support to the customer's ERP system (JD Edwards from Oracle) and the main applications used in the environment (Sales Force, MasterSaf, Nfe Neogrid, IBM Cognos BI, IBM Lotus Notes, Softway), among others customer's proprietary softwares and interfaces;* Collection of user’s feedbacks’ in closed tickets (Survey method);* Creation of articles to the knowledge base documentation;* Data extraction support for reporting and monitoring customer's metrics;* Use of ITIL V3 to manage and operate rules, such as priorities, impacts and service SLAs.

São Leopoldo - Brazil

* Specific attendance related to low complexity incidents (level 1) aiming at solving the demand remotely during a call with the user. In a nutshell, the first contact for any employee/outsourced in the company that was facing an IT problem;* Opening wishes/services requests/registering doubts and problems via ticket system (HP Service Manager software), collecting and detailing information in case the tickets needed to be addressed to a second (2) line of support;* Activities related to SLA monitoring according to the business rules agreed with the customer; * Monitor the progress of support requests and ensure that users and stakeholders can receive accurate information about the progress of the case;* Configuration and administration of network users, groups and permissions through Active Directory (AD). Acting in Microsoft Platform as Office, Windows, repairs, internal software configurations and networks issues.

Postgraduate Degree, Agile Project Management

It Governance, Information Technology

Extension Course: How To Achieve Professional Goals And Financial Targets

Extension Course: Continuous Development And Mindset