o Participate in the selection of new hires for the team, both interns and full-time.o Mentor and train new hires.o Monitor the queue to ensure that no SLAs expire and that there are no cases that do not belong to our queue (queue screening).o Conduct root cause analysis of issues that are reported in different channels.o Write documentation to help our customers with our products.

o Responsible for helping customers with their ERP Cigam issues.o Monitor the queue to ensure that no SLAs expire and that there were no cases that do not belong to my assigned queue (queue screening).o Conduct root-cause analysis of issues reported via cases.o Find product configuration issues.o Report product errors to development team.

o As a Helpdesk, I provided remote and face-to-face service to the user. The service ranged from issues/doubts in the company's ERP (a proprietary ERP developed in Pascal - Delphi), Microsoft Office issues, Windows issues, and hardware issues such as stuttered printers or computers that would not turn on. The software problems that escaped my domain, I forwarded them to the developer, and the hardware problems that escaped my domain, these were forwarded to the supplier.o I was responsible for preventive and corrective maintenance of computers as well as assembly and installation of computers. Managing the purchase of third-party software licenses as well as the purchase of new computers, switches, routers and other related items were also part of my duties.o I implemented and managed a data backup server that used CentOS as the operating system and made scheduled backups using cron.o Related to network, I was responsible for Wireless network installations and to manage some of the Fortinet Fortigate rules as permitted internet websites, e-mails (blacklist, whitelist) and inbound and outbound rules.o And finally, I developed applications in Java (Swing and WEB) and also in Pascal – Delphi, using Oracle as database, that helped me to manage the stock of IT supplies as well as the inventory of all equipment, the IP ranges of each establishment and the toner consumption of each printer.

o In this area I was responsible for receiving material from suppliers and registering them in the system. Afterwards, I forwarded them to the quality control center, and once approved, I was responsible for ensuring that the materials were sent to the respective branches of the company.o In addition, it was also part of my duties to control the stock of materials and ensure that purchase orders arrived within the stipulated time at the time of purchase.o During this period, together with my leader, we created a new way of calculating the materials to be used, to reduce waste and guarantee higher volume purchases at a lower price.o Over time, I also began mentoring new hires in their assignments.