Lucas Fontes Email & Phone Number

• Perform demonstrations of CyberArk's Privileged Access Security capabilities• Alert and educate on common attack vectors being exploited by both hacking groups and company insiders• Stay up-to-date with the latest developments in the company's identity security products and industry trends• Develop and implement strategies to drive product adoption, usage, and overall customer success• Teach industry standards and foster best practices in the privileged account space• Act as a liaison between Go-To-Market teams and product management for continuous improvement of CyberArk's award-winning technologies• Serve as an escalation point for Customer Success Managers for complex, technical conversations with some of the world's largest entities• Serve on the Customer Success team as a Technical Advisor with specific concentration on Privileged products and capabilities across both North and South America• "Multiple hats" performance with ability to provide technical advice, deliver professional services or break/fix support on as-needed basis

Remote

• Lead a team with global presence• Provide daily oversight, supervision, and prioritization of all ticket/case-based workflow and ongoing project initiatives including resource management• Resolve daily issues of a complex scope that impact the team and overall business objectives• Monitor the queue for high priority duties and correct the assignments that should go to other teams • Engage the whole team in case somebody needs to join customer critical calls• Mentor resources developing excellent customer service delivery and performance• Maintain current knowledge of industry trends and potential impact on the support business• Prepare the support teams for new product/service releases• Establish and monitor team performance metrics to ensure consistent delivery against published service level agreements.• Develop a performance measurements framework and facilitate feedback to team members on issues such as customer service, communication, and technical skills, in order to enhance• Run postmortem and drive issue resolution through closure• Provide technical screenings to possible candidates

Remote

• Directly supporting enterprise-level customers that acquired CyberArk Products• Excellent communication skills and a passion for providing world-class service.• Day-to-day operations involving PVWA, CPM, PSM, PTA, Vault• CyberArk installation & integration experience (including installation of EPV, PVWA, CPM, PSM and integration with Active Directory, SSO, PKI, LDAP)• Password Vault, Platforms, Password Rotation, Master Policy, Creating, Managing safes• Administration of Privileged Accounts• Capable of understanding the technical aspects of a complex system.• Networks, Firewalls, Proxy servers, Sniffers, Web servers and Web applications• Windows Clustering, Network Load Balancing, SAN technologies and disaster recovery• Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause• Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2008/2012/2016/2019 Server• Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms• Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company• Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.

São Paulo, São Paulo, Brazil

• Provide Digital Intelligence Solutions for law-enforcement, government and private sector • SME on company’s products: UFED4PC, Physical Analyzer, Analytics Desktop, Premium, Cloud Analyzer• Build and grow relationships with Tier1, T2 and T3 LATAM customers • Leverage internal tools, logs, and data to identify, troubleshoot, or resolve issues• Ownership and collaborate with other teams to ensure final resolution• Advocate new product features and assist clients in the adoption of new products via upgrades and migrations. Provide documentation and technical guidance• Ability to manage multiple, time-sensitive activities with competing priorities, while working independently with little guidance and high attention to detail• Maintain industry and customer knowledge base to provide successful and management operational and technical consultation• Collaborate with internal and external teams to drive communication, prioritization, analysis, insights from the field, and resolution of customer challenges and issues

São Paulo, São Paulo, Brazil

• Provide unique solutions to customers’ needs • Asset Management • Optimizing processes that Procurement and IT are working closely • Local IT contact for vendors • Drive customer communication during critical events • Support on RHEL 7.5 and MacOS

Curitiba Area, Brazil

• Perform system analysis to determine systems improvements• Prepare and monitor applications for deployment in diverse environments• Provide excellent customer service and communication skills• Communicate pertinent information to project leaders and senior testers• Document IT requirements, system configuration, processes and procedures• Work on the IT Infrastructure environment and seek for improvements• Provided support on servers, network devices and telecom • Actively contributed in a work group to discuss strategies to leverage user independency and minimize the support necessity• Local contact to perform tests on automation tools that perform migration of users’ configurations and data to others Operational Systems• Provided desktop/laptop support for end-users• Serve as focal point for IT Technical Support• Install and configure switches, routers and racks• Resolve issues with hardware, software, network connectivity, operations systems• Perform maintenance on laptops, desktops, printers, monitors and peripherals• Windows Server: 2003, 2008, 2012• IT Security : Firewall, Antivirus, Gateways, Web content filtering, Bitlocker protection and Hard Drive encryption• Provide training and clinics

Curitiba E Região, Brasil

• Customer Support for around 8000 users by phone, chat email• Focal point for mobility support – iPad and iPhone• Provided training for new analysts• Contributed and share on the knowledge database• Performed complex software installations• Domain of Microsoft Office : Project, Word, Excel, PowerPoint, Visio, Outlook, Access, OneNote, Lync• Microsoft tools : SCCM, SharePoint, Active Directory, Windows Remote Assistance• Operational Systems : Windows 7, 8.1

Postgraduate Degree, Cyber Security

Bachelor’S Degree, Analysis And Systems Development

English As Second Language And Work Program, Ensino De Inglês Como Segundo Idioma

Italian Language And Literature

Spanish Language And Literature

Spanish Languague Course, Spanish Language And Literature

English Language And Literature, General

Information Technology Technical Degree