Ildeu Junior Email & Phone Number

• Atuação como Especialista Twilio (Alocado na Livelo)• Responsável por realizar refinamentos técnicos (Story/Task) • Facilitando o entendimento da demanda para os Devs • Antecipando possíveis blockers • Criação de subtasks, preenchimento do DoR (Definition of Ready) • Criação de documentações no Confluence • Template de Documentação • Mapeamento de Widgets do Twilio Studio • Mapeamento de erros do Console Twilio• Apoio ao time Operacional/Negócios sobre novas demandas utilizando Twilio• Deploy de Plugins e Fluxos do Twilio Studio • Alterações Estruturais e de fraseologias nos Fluxos de atendimento• Utilização de Scripts para realizar envio massivo de Templates de WhatsApp e Deploy de funcionalidades/fluxos

São Paulo, Brasil

• Serving as Tech Lead for Twilio projects• Managing code repositories• Estimating effort for Twilio Flex projects and features• Setting up and initial configuration of Twilio environments• Managing user access controls• Supporting the sales/architecture team in proposal drafting• Assisting the development team in troubleshooting and aligning features• Establishing boards for project management (Kanban)

São Paulo, São Paulo, Brasil

• Development of support materials• Creation and delivery of both internal and external trainings (Recorded Video, PowerPoint presentations, and Webinars)• Feasibility analysis of complex projects• Continuation of technical training for MLD's team (Developers and Support)• Designing training paths for other MLD departments (Sales, BI, Admin, etc.)• Oversight and re-engagement of older projects• Organizing team studies on the Alura platform• Reviewing proposal creation processes• Guiding the team in developing trainings and presentations• Weekly Planning and Review with Carambola's second batch of developers

São Paulo, São Paulo, Brasil

• Initially as a Techlead, I was focused on salvaging a project on the brink of failure. We set up a server on Discord, bridging the technical team at MLD with the client's business team, organizing the backlog, and assessing the feasibility of requirements with the Twilio team. The recovery was a success; MLD was hired as a software development partner for several months (from May to December 2021). We successfully migrated the most crucial functionalities from Zendesk to Twilio Flex.• I continued with requirement gathering and specification drafting, providing support to clients in the Healthcare, Financial Market, and Logistics sectors, while also maintaining support for MLD's internal team.• I participated in numerous portability processes for Contact Center Operations transitioning from other carriers to Twilio. The procedure involved coordination between Twilio, the originating carrier, and Anatel. My role in these portabilities was to provide technical support to the client, making minor adjustments in service flows, setups in the Twilio Console, clarifying client queries, and conveying technical/commercial team corrections and new features identified during the portability process.• Engaged in the development of complex architectures involving Twilio, SalesForce, and AWS.• Provided exclusive support to high-priority clients using Slack and WhatsApp.• Managed backlogs in Jira, documentation in Confluence, and code versioning in BitBucket.• Estimated efforts for individual features and entire projects.• Oversaw MLD's Dev team in tasks such as reporting working hours, crafting team presentations, disseminating knowledge, and facilitating team dynamics.• Conducted weekly Planning and Review sessions with the first batch of developers from Carambola, a social project aimed at promoting diversity in the tech workspace, which I am honored to be part of to this day.

São Paulo, São Paulo, Brasil

• I conducted requirement gathering with clients. Once all requirements were validated, I developed the Functional/Technical Specification and forwarded it to the development team responsible for the feature/project. They would then provide a time estimate for implementation. These estimates were sent to the sales department, which calculated the cost and forwarded a commercial proposal to the client.• Following project approval, I acted as a support for the development team, resolving conflicts, organizing backlogs (using Jira and Trello), and facilitating requirements/features both within and outside of Twilio. At the conclusion of each feature or project development, I oversaw numerous tests and validations with the technical team and the client. Some validations led to further adjustments and corrections, or even requests for new features, which were communicated to the sales department.• I provided direct client support via WhatsApp, Zendesk tickets, and email. Support tickets were categorized into simple queries and adjustments (N1) and corrections and feature adjustments with or without code (N2).• I crafted and adjusted service flows for Voice, Chat, WhatsApp, and SMS using the Twilio Studio tool.• I configured SIP trunking between Twilio and other carriers (Twilio BYOC).• I managed the deployment of plugins on the agent interface (Flex).• I evaluated/refactored implemented FrontEnd and BackEnd features within Twilio, and in some cases outside of Twilio, such as on AWS and Azure platforms.• I integrated Single Sign-On with various identity providers like ADFS, Azure, JumpCloud, and Google (SAML2).

São Paulo E Região, Brasil

● Building interfaces from mockups● Development of mobile applications using Ionic 3 and Flutter● Participation in various medium-complexity Angular projects● Remote team collaboration with daily meetings and sprint alignments● Application of version control measures and conflict resolution (Merge)● Implementation of JSDocs● Designing and implementing layouts

São Paulo

● Building interfaces from mockups● Remote team collaboration with daily meetings and sprint alignments● Designing and implementing layouts● Using Jira and Confluence for project organization and documentation

São Paulo E Região, Brasil

● Resolved and isolated generic system errors, including modifying general screens and ensuring tool functionality● Acted as a liaison between system users and the company, overseeing the support department and managing internal and external ticketing● Managed the company's technological inventory, including laptops, desktops, and peripherals● Installed and configured shared resources such as printers and network servers for file sharing● Managed user accounts on Windows Server, implemented access security policies, and maintained the company's accounting systems (Contmatic Phoenix)● Led the implementation and maintenance of the INTERISK system's internationalization project (AngularJS)

● Análise de rede / sinal para identificação de intermitência e resolução de problemas com sinal de TV / Internet (Empresa NET)● Gerenciamento de chamados junto a equipe técnica de campo

São Paulo, Brasil

● Contato ativo de vendas de produtos da empresa VIVO● Preenchimento de formulário de vendas com consultas de CPF, endereço, disponibilidade de sinal

● Suporte técnico direto ao cliente● Acesso remoto e monitoramento de ambientes de redes heterogêneas, identificação e resolução de problemas com roteamento TCP/IP● Conectividade em geral (problemas comuns de infraestrutura, antenas, roteadores

São Paulo, Brasil

● Contato receptivo de cobrança de produtos do antigo Banco Panamericano● Atualização de cadastro, inputs de promessas de pagamento e envio de 2ª via de fatura