Company Brief: It is the licensing and regulatory body for professional engineers in Ontario, Canada, regulate and advance the practice of engineering to protect the public interest• Monitored 2300 tickets approximately to ensure timely resolution of all issues, assign and escalate as necessary. • Received and respond to customer requests, including, incoming calls, and/or e-mails regarding desktop/application problems, addressing when necessary and solving them. • Reviewed and… Show more Company Brief: It is the licensing and regulatory body for professional engineers in Ontario, Canada, regulate and advance the practice of engineering to protect the public interest• Monitored 2300 tickets approximately to ensure timely resolution of all issues, assign and escalate as necessary. • Received and respond to customer requests, including, incoming calls, and/or e-mails regarding desktop/application problems, addressing when necessary and solving them. • Reviewed and addressed questions and reported problems from customers, investigating root causes, analyzing any issues, and fix them. • Acted as the primary point of contact for customers, managing their timeline expectations and providing effective communication throughout the resolution process • Participated in project and team meetings, collaborating with team members to ensure successful project outcomes Show less

Company Brief: It is a Brazilian technology company specializing in providing innovative IT solutions and services• Created detailed user stories/Use case based on business requirements in collaboration with stakeholder, prioritizing features customers need over the effort required to build them. • Developed procedures and queries using PL/SQL Oracle ensuring the system functionates. • Prioritized and maintained updated the short and long-term product roadmap, contributing to the… Show more Company Brief: It is a Brazilian technology company specializing in providing innovative IT solutions and services• Created detailed user stories/Use case based on business requirements in collaboration with stakeholder, prioritizing features customers need over the effort required to build them. • Developed procedures and queries using PL/SQL Oracle ensuring the system functionates. • Prioritized and maintained updated the short and long-term product roadmap, contributing to the overall product vision, and presented the results regularity ensuring the efficient of sprint. • Maintained a collaborative work environment, fostering teamwork and providing mentorship to team members to resolve organizational, operational, and process problems to achieve Company goals. Show less

Company Brief: is one of the highest healthcare cooperatives in Brazil, providing a wide range of private medical services and health plans. • Provided excellent communication with client’s, related to business requirements by constructing easy-to-understand data and process models ensuring effectiveness. • Extracted business and functional requirements from stakeholders, analyzing into different tangible deliverable such as functional specifications, user cases, user stories… Show more Company Brief: is one of the highest healthcare cooperatives in Brazil, providing a wide range of private medical services and health plans. • Provided excellent communication with client’s, related to business requirements by constructing easy-to-understand data and process models ensuring effectiveness. • Extracted business and functional requirements from stakeholders, analyzing into different tangible deliverable such as functional specifications, user cases, user stories, workflow/process diagrams and flow/data model diagrams and document them to register the historical aspects. • Developed business architecture of over 10 projects, using requirements such as scope, processes, alternatives and risks, reducing the implementation error in 60%• Analyzed clients' business requirements and processes through document analysis, interviews, workshops, and workflow analysis, facilitating the coordination of communication between stakeholders and IT teams.• Coordinated communication between stakeholders and IT teams to refine the product and incorporate new features based on customer needs and company strategy, utilizing the company framework, Oracle database, and tools such as FileZilla and Bugzilla to report errors resulting in a better bug management. Show less