Luiz Carlos Marques Da Silva Jr Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

• Being in a group of technical ninjas with a heart of gold, working closely with our top customers in a paid offering to both address their support requests and provide wholistic guidance and optimization stewardship during their journey with Zendesk.• Taking part in customer meetings and addressing a range of topics such as product usability, implementations, integrations, product changes and service issues while managing related communication, technical account management, and risk mitigation.• Cooperating and coordinating with several internal departments, such as our Product, Engineering, Development, Success and Sales in order to improve customer experience and reduce customer effort;We are on when things turn off!#TeamHoneybadger!

Dublin, Ireland

- Performing root cause analysis and general troubleshooting on multiple subject matters such as Web Widget Scripts, HTML, JavaScript, SSO, Email Deliverability, Reporting and Host Mapping- Being one of the the SME of Zendesk Explore (Reporting solution), being the point of contact for technical questions and help with building tailored queries and dashboards- Taking critical tickets escalated directly by managers and handling 'Elite Service' requests- Using remote diagnostic tools such as Datadog to identify the sources of platform issues

Ireland

- Providing bilingual technical support for existing B2B customers on multiple different channels such as live chat, phones, community pages, social networks and emails.- Evaluating, troubleshooting, and following-up on customer & platform issues as well as replicating and documenting every step for further escalations.- Promoting the company’s products and services to customers and dealing with questions and queries from customers- Planning, organizing, and prioritizing work in collaboration with multiple partners and departmentsMaking decisions and taking ownership of problems through to full resolution

County Dublin, Ireland

- Acting as the first point of contact for all internal SAP employees for infrastructure based issues.- Using our phone and ticketing system to ensure the IT Incidents are resolved and Service Requestsare fulfilled within a given SLA and in compliance with all security standards and policies.- Updating & utilizing our Knowledge Base and collaborating with 2nd and 3rd level teams on aregional and global basis to give users exceptional solutions to issues and requests raised via ticketing system and calls.- Troubleshooting system and network problems, diagnosing and solving hardware and software faults for multiple platforms such as Windows, Mac,Linux, Android and iOS devices.- Correctly documenting, classifying and dispatching issues that couldn't be resolved by the first level support team to service specialists, 2nd and 3rd level teams and external support teams.- Mentoring new hires and providing ad-hoc trainings and advise on different areas with emphasis on - Mac hardware and software.- Getting involved on different projects within the IT Service Desk such as the migrating Mac computers from “On-Premises” administration to Apple Enterprise Connect, WTS and VDI support (Citrix) and Idea Management.

Bachelor'S Degree, Business Administration And Management, General

Associate'S Degree, Computer Engineering Technology/Technician