Jose Henrique Melo Email & Phone Number

State Of Pernambuco, Brazil

Ottawa, On, Ca

Ottawa, Ontario, Canada

Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails in a 24x7x365 days environment. Provide technical solutions and workarounds for Elite Partner users with their issues on the respective product lines. Owns customer issues from beginning to resolution (handles in place).Assists customers by diagnosing problems and providing resolutions for technical and service issues. Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.Recreates identifies, and provides input on unique or recurring customer problems.Focuses on delivering a positive customer experience according to SonicWall standards.Monitors and tracks issues to ensure accurate resolution.Candidate should work closely with the Engineering and other cross-functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and professionally resolve the customer issues.Provide consistent feedback to the team on products supported.Remains knowledgeable of SonicWall product line and related industry products and technologies

Ottawa, Ontario, Canada

• Providing technical support across SonicWall product lines via Phone, Web, and Email in a 24x7x365 days environment. • Assisting customers in the deployment of SonicWall network security products, including Firewall/IPS and VPN solutions. • Offering technical solutions and workarounds to end users, effectively resolving issues within the respective product line. • Taking ownership of customer issues from initiation to resolution, handling them in place to ensure swift and complete solutions. • Diagnosing problems and provided resolutions for technical and service issues, ensuring minimal disruption to customer operations. • Utilizing troubleshooting techniques and tools to identify defective products, following guidelines to initiate service calls and contacts. • Advising and educated customers within procedural guidelines, ensuring a comprehensive solution to their technical or service inquiries. • Recreating, identifying, and contributing insights on unique or recurring customer problems, driving improvements in support processes. • Prioritizing delivering a positive customer experience in alignment with SonicWall standards. • Monitoring and tracking issues meticulously to guarantee accurate and timely resolution. • Collaborating closely with Engineering and cross-functional teams to replicate customer-reported issues, validate bug fixes through patch releases, and professionally resolve customer problems. • Providing consistent feedback to the team regarding supported products, contributing to continuous improvement efforts. • Maintaining a high level of knowledge about the SonicWall product line and related industry products and technologies.

Vaughan, Ontario, Canada

• Operated master consoles to monitor the performance of computer systems and networks and to co- ordinate access and use of computer networks.• Provided problem-solving services to network users.• Installed, maintained, troubleshoot and upgraded Web-server hardware and software.• Controlled and monitored Email use, web navigation, and installed software.• Conducted deployment of networks, machines and operating systems for the new locations.

Toronto, Canada Area

Recife Area, Brazil

• Analyzed businesses, identified processes, risks and opportunities of improvement, suggested alternatives to mitigate or eliminate risks and maintained operations under legal requirements.• Reported and translated specific terms to a general understanding.• Interacted with different levels and departments within customer's organizations• Visited customer offices and collected data for problem analysis.• Observed and measured processes and conducted interviews with clients.

Recife Area, Brazil

• Created a detailed strategy, risk mitigation and roadmap design for better results in court cases and removal of financial losses from people to companies.• Actively involved in the development, planning and implementation of plans and strategies.• Led interviews with multiple clients to gather requirements, build trust, and improve business processes• Built strong customer relationships, resulting in repeat business

Diploma, Computer System Techinician - Networking

Az 900 - Microsoft Azure Fundamentals