Eli Couto Email & Phone Number

São Paulo, Sp, Br

Support Responsibilities · Managing Support Team· Integration with the team· Plan for the support area· Define KPIs for the support area· Know the profile of all Choice customers · Monitoring daily data load processes· Acting upon issues by troubleshooting, diagnosing and/or escalating· Assist in the resolution of service tickets that are raised· Participate in client communications to provide functional support· Collaborate with your colleagues and the organization.· Improve your knowledge getting support from others.Cloud Ops responsibilities· Telecommunications infrastructure management (internet link, vpn, physical network, notebooks, etc.)· Server scheduling including backup by "AWS Snapshot".· Maintenance of all Choice's local infrastructure, including, but not limited to, the acquisition of hardware equipment (laptops and server for example), installation of operating system, local network, etc.· Hardware inventory updates;· Monthly infrastructure utilization report to be sent to Light.· Management of the expiration date of licenses in use in customer environments. (example: Ms. Power BI Pro, HTTPS Certificates, SFTP etc)· Cost optimization with AWS· Creates documentation of operating procedures.· Help Desk service for all customers and employees.

São Paulo, Brazil

- Coordinator of Critical Incident Management department;- Responsible to create the team processes and procedures;- Responsible to solve client´s escalations;- Preparation of Commercial and Technical proposals; - Responsible for team financial control; - Responsible for new clients acquisition to the department;- Training and preparation of new department members;- Responsible for presenting the area for new clients;

São Paulo, Brazil

- Critical Incident Manager - Ensure consistent delivery of the communication content and formatting - Provide leadership and engage technical skills to stabilize Accenture´s client environment- Provide executive communication to Accenture Leadership- Escalate MI (Major Incidents) to GCC (Global Command Center) when is necessary

São Paulo E Região, Brasil

▪ ITIL and COBIT methodology;▪ Data Analysis to provide a vision to the clients regarding to the operational scenario;▪ Manage the execution of customer contracted services (SLAs and KPIs);▪ Ensure that IT service implementations are executed;▪ Maintain a strong relationship with customers;▪ Ensure the good performance of the operational teams and suppliers;▪ Respond by managing configurations of systems and applications developed.▪ Determine the set of activities and the planning developed to manage the changes made during the life cycle of the IT systems and applications.▪ Track capacity management (SMF Capacity Management) of IT services.

São Paulo, São Paulo

▪ Salesforce x Docusign integrator support;▪ Technical Support to users of the Docusign tool;▪ Ticket management;▪ Data Analysis related to the use of the Docusign platform;▪ Creation of internal and public articles related to the use of the Docusign tool;▪ English Support provide to non-Brazilian users of the platform;

Imigrantes

▪ Successfully resolve technical issues;▪ Answer questions of service, product, techniques and customer;▪ Proactively help internal or external companies and end users avoid or reduce the occurrence of problems;▪ Evaluate unique or complex installations and configurations and make recommendations for resolution.▪ Articulate clearly in writing and verbally. Add case resolution to KMS.▪ Represent the company on a face-to-face customer location visit, industry conference / fair, vendor meeting, etc;▪ Involve team members for support as needed to ensure that internal or external SLA demands;▪ Develop partnerships with and assist the sales persuasion team.

São Paulo Area, Brazil

▪ Remote technical support for Teamcenter users at Magneti Marelli Cofap Plants around the world (China, India, the United States and Europe) as well as support for the workflow used by the company to register finished products;▪ Registration of Technical Product Structure (BOM) in the SAP system as well as Manufacturing Structure (MBOM) in the same System;▪ elaboration of manuals and Power Point presentations, elaboration of work schedules for projects of implantation of modules in Teamcenter;

Postgraduate Degree, Information Technology Project Management

Subjects: - Corporate Architecture; - Digital Culture and Labor Market; - Process Management and Software Engineering;

Master'S Degree, Sciences Of Religion, Master

Activities and Societies: - Social Sciences - Political Studies - Religion StudiesReligion, Society and Culture researcher.

Bachelor'S Degree, Social Sciences

▪ Social science concentration ▪ Leadership development to volunteer work with the church community ▪ Coursework included sociology.

Bachelor Of Technology - Btech, International Business/Trade/Commerce

▪ Coursework included law studies, logistics, administration and management studies ▪ Business studies focused on legislation ▪ Global.