Iohan Gonçalves Vargas Email & Phone Number

São Paulo, São Paulo, Brasil

- Member of the Fraud Consultant Team- Managing and running application servers, web servers, databases, batch jobs, file transfers and monitoring tools.

São Paulo, São Paulo, Brasil

- Performing specification of functional and non-functional requirements, business rules, and acceptance criteria.- BSS Solutions.- Analysis, project design, which can be delivered thought the baseline capabilities of existing product.- Facilitating requirements gathering meetings using the most appropriate techniques.- Stakeholder management as well as expectation management.- Translating the needs, requirements, and definitions into schemas, documentation, stories, and prototypes.- Collecting business requirements for Business-to-Business telecom products on various network technologies.- Ensuring the quality of business requirements for enterprise client.- Catalog definitions and workflow for Brazilian customer (B2B), integrated with Salesforce.- Catalog, CPQ - Configure Price Quote, Approvals and P&L solutions.

San Diego, California, United States

Developing research about Management of System of Systems (SoS), System of Systems Engineering (SoSE), management practices, project management, management framework, capabilities, DevOps, development strategies and software development.

São Carlos E Região, Brasil

-Main activities performed in this role were: to support Production environment, to analyze and solve Incidents, Problems, RCA, Work Around (WA) solution, change requests, support customer needs and problem solving based on ITIL, SCRUM and agile methodologies. Most used tools used were: CRM (Amdocs/VIVO), Remedy, xTTS, Jira, ALM, SQL Developer, Automation tools, Unix, Microsoft Office, SharePoint, Control-M.- Daily Meetings with support team from India that was in charge of handling the incidents of FE/BE-CRM to align new WA, scenarios and known issues.- Analysis of incidents reported by users from VIVO account with SLA based on ITIL. Analysis in the CRM and database to find the root cause of the issue, open a problem investigation and if the issue is new, create a work around (WA).- Data collection about the scenario from a new issue, and application of work around (WA) for opened incidents. Oracle language to check the database and create the queries to work around (WA).- Meetings with costumers to discuss about new rules or process.- Alignment with other teams and other levels of analysis to apply a fix. o Providing outstanding technical support to a customer base.- Performing ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.- Ensuring that all required ticket information is available for further analysis;- Performing queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.- Ensuring timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude.- Working on customer site during the test phase of the Vivo project, performing test cases in the CRM before the official system launch.

Catalão

IT intern at Documentation and Research Center - UFG-CAC: managing information on the website, supporting professors and students, assisting in administrative and research activities.

Doctor'S Degree, Computer Science

Activities and Societies: The main activities performed in the PhD program are: to develop a research project in Management.

Mba Project Management, Project Management

Master'S Degree In Computer Science, Software Engineering

Bacharelado Em Ciência Da Computação

Técnico Em Manutenção E Redes De Computadores