As a member of the technical support team, my role involves:- Troubleshooting Solink Software and hardware (including security cameras, encoders, switches, and others) to identify incident trends/patterns and recommend steps to mitigate impact;- Provide support and resolve issues through various channels including email, phone, and live chat under tight time constraints;- Collect and transmit important information to all stakeholders, including product feedback and common issues to developers team;- Assist on-site technicians with tasks such as adding cameras and completing the installation/swap of QNAP devices;- Key skills: Technical Support, Customer Support, Live Support, Customer Service, Multilingual, Customer Experience, Business Process, Attention to Detail, Recognize Pattern, Chat, Phone, Problem Solving, Time Management, Prioritization, Organizational, Strong Analytical, Problem Solving, Decision-Making, Work Individually and in Collaboration with Colleagues, Quick Leaner;- Key platforms: Zendesk, Intercom, Five9, TeamViewer, Jira, HubSpot, Google Services, Smartsheet, Slack, BambooHR.

The program focuses on developing and refining problem-solving skills using the latest and most advanced software technologies, including Microsoft, Java, open-source software, comprehensive understanding of object-oriented analysis, design, and programming techniques, as well as agile methodologies.

- Develop instructional design (pedagogical organization) for digital marketing online courses;- Video content analyst;- Administrative and financial tasks: payroll, tax payments, cash flow, use of Conta Azul (ERP software);- Operational processes: management of deadlines and deliveries, and create process workflows.

Main activities:- Balancing and development of industrial lubricants for gears, hydraulic systems, turbines and compressors;- Technical feasibility assessment of new product development projects and implement/execute the development project;- Technical support to the marketing area for product portfolio evaluation and development of promotional materials;- Field technical support for dealing with customer complaints and demands for technical questions;- Technical support to the lubricant plant when necessary tank corrections in the manufacturing and filling process and also for process optimization;- Technical support to the supply area for the input acquisition processes;Main projects:- Restructuring of the turbine product line (June/2019 to current): responsible for balancing product alternatives and structuring the necessary laboratory tests for approvals at OEMs;

Main activities:- Release of access to the profiles of the CS modules through the GRC tool;- Request for maintenance and improvements in SAP transactions of the CS module through the SAP-SBP environment. Key during management: IW51 transaction modification, unit of measure customization, maintenance in the control-M scheduler to decrease the time of transferring files from SAP to the server, customization of the oil analysis report in use to include the result of direct ferrography;- Execution of the annual review rounds of the CS module to comply with the SOX standard;- RASFSAP 01: user access risk assessment;- RASFSAP 10: profile review;Main projects:- Adaptation of the CS module to the internal control routines to comply with SOX;

Technical Support Coordination:- Administration of the Lubrax Lab website, from support to new features implementation;- Support clients to use Lubrax Lab website providing support through various channels including email, phone, and in-person training;- Develop instructional design for remote training and user guide for Lubrax Lab website;- Focal point of the relationship between laboratory, sales area, suppliers and end customers (B2B);- Management of after-sales complaints and give customer support via phone, email, and sometimes in-person;- Evaluate the technical feasibility of implementing new B2B deals and contracts;- Management of sample results release deadlines, and prepare management reports of the activity;Main projects:- Restructuring of the technical assistance business model (Oct/2017 to Dec/2019): responsible for proposing alternatives to the model adopted at BR Distribuidora and implementing the project, from the definition of the technical scope to disclosure to the customer areas;- Lubrax Lab phase II (Jan/2017 to Jul/2018): Assist development teams in removing blockers and getting questions answered during Lubrax Lab website development. Facilitated communication;- Lab automation project: support in the phase of search, visit and verification of the technical quality of the companies in May-June 2017; and the service's technical specification definition phase in July-August 2017. In 2019, it participated in the blueprint stage of the customer complaint handling functionality;- Lubrax Lab (2.2016): support in the development, together with the dev team, of the new portal for managing oil in use (Lubrax Lab) that replaces the old Silabnet;- Rework Work Group (1.2016): responsible for optimizing metal analysis methodology by ICP-OES to generate savings in the use of inputs in the production plant and reduce the need for reanalysis in the work group appointed by the factory's executive manager;

Main activities:- Perform tests for quality control of the lubricant factory;- Main experiments with tests: metal content by ICP-OES technique and X-ray fluorescence, nitrogen content with LECO analyzer, infrared spectrometry (FTIR), basicity content by potentiometry, acidity content (potentiometry and colorimetry) , water content by Karl Fisher, kinematic viscosity, CCS, noak, demulsibility, foaming, RPVOT, HTHS, KRL, 4Ball, particle count, flash point, ferrography (DR), varnish potential;- Carry out tests for quality control of packaging: thickness, nozzle height, weight;- Maintenance of SGI routines (ISO9001, ISO14001, OSHAS18001) for audits;- Implementation and review of standard operating procedures in accordance with current technical standards (ASTM, ISOTEC, ABNT/NBR)Main projects:- Implementation of analytical techniques: FTIR analysis, X-ray fluorescence metal analysis, ICP-OES metal analysis;

- Development and characterization of steam reforming catalysts;- Operationalization of a pilot steam reforming plant;- Research on patent platform;

Development of computer programs in the field of quantum chemistry, using programming in C++, Fortran

Development of an electronic interface for pH measurements and a data processing program in Labview language for environmental analysis