Lucas Eduardo Hartz Email & Phone Number

Toronto, On, Ca

Oakville, Ontario, Canada

• Support resellers, partners, customers, and internal teams through various communicationmediums (i.e., phone, email, Ticket system).•Utilized Jira to manage project timelines, track issues, and facilitate team collaboration for various IT projects.•Used Salesforce for managing customer relations and optimizing CRM workflows to improve business processes.• Troubleshoot device errors, network communications, portal configuration, and navigation forGeotab hardware and software applications.• Provide successful resolution to customers' and Partner's complaints.• Diagnose and resolve technical hardware and software issues involving connectivity, installation, and software inquiries.• Report escalated and severe management concerns.• Assist new hires through training sessions, creating documentation for the team and respondingto inquiries.• Subject Matter Expert (SME) in Tachograph, Custom Reports, Engine Data, Electric Vehicle(EV) Data, and Engine Interference. • Knowledge Domain Expert (KDE) responsible to add content to the knowledge database and monitor for accuracy• Conduct shadowing sessions with new hires during their onboarding• Act as a mentor and advisor in the Subject Matter Expertise area

Toronto, Ontario, Canada

• Customer service• Working in hands with a POS.• Scheduling• Led more than 10 people

Toronto, Ontario, Canada

Novo Hamburgo Area, Brazil

• Resolved technical issues for clients in person, on the telephone, on the web chat, and through e-mail• Met performance targets by guiding calls with excellent communication skills and a decisive approach• Troubleshoot program and system malfunctions to restore standard operation• Set up, tested, and configured ERP company's system.• Designed, implemented, and maintained 150-160 company databases• Provided support for over 300 customers on the ERP company system• Testing and QA during implementation and ongoing use of ERP company systems• Coordinated internal and external software repair processes • Repaired, installed, and reinstalled software such as Microsoft SQL Server, and ERP company's systems• Identified and resolved code problems with effective validation and debugging procedures• Created and validated backup routines• Connected the ERP systems with multiples devices such as printers, ticket gates, NFC, timecards, Fingerprints, etc• Tested, created, and validated reports• Work with routines to create invoices, bills, charges on debit and credit cards

Novo Hamburgo

• Log help desk calls or email requests into the tickets tracking system• Support Microsoft Office, Windows XP and Windows 7, Exchange, and Active Directory Administration.• Performed issues troubleshooting and diagnosis related to software and hardware• Monitored computer, user and group access management, leveraging strong knowledge of active directory users.• Restored performance by completing basic repairs to hardware, software, and equipment.• Set specifications for new systems and updates, factoring in input from management, staff, and users.