Responsible for everything cloud-migration-related at SmartBear for Zephyr products - Squad and Scale. Direct assistance to customers and partners, review and follow up of migration plans, technical troubleshooting of eventual issues. Webinars, documentation updates, slack channels follow-up, escalations, reports, support, response templates, risk assessment. Marketing campaigns, and product priorization.Strong communication with Atlassian: adapting, requesting, providing, adjusting our process, and making decisions together.

Developed business strategy and lead innovation projects. Direct contact with c- levels and customers. Negotiated service contracts, and onboarded new deals. Also lead and participated in many innovation projects in Sales, Marketing, Culture, People, Teams and Products.

Responsible for Networking and IT Service Desk contracts and operation. Created infrastructure documentation in Confluence; IT manager of the CCTV system (Digifort), with 400+ cameras. Responsible for managing data center equipment: Dell servers (Windows 2008, 2012, and 2016), switches (Brocade and Cisco MDS), storages (Netapp and EMC VNX), and switch core (Enterasys);Administration of virtual environment (XenCenter); Created IT regulations and strategic plan; Substitute Manager.

Team Lead of Jira Studio, later Atlassian OnDemand support team in Brazil. Supported all Atlassian products: JIRA, Confluence, Fisheye, Crucible, and Bamboo, plus Atlassian OnDemand in Linux environment. Became a customer service specialist, dealing with customers in the most critical cases. Troubleshooting involved Apache/Tomcat, Windows and Linux servers, SVN, PostgreSQL, mySQL, Oracle, SQL Server, Microsoft AD and Java debug.Raised over 90 bugs (66 of which were solved), solved 2092 support requests, achieved an average of 20+ issues per day and created/improved many documentation. Promoted to a Team Lead role after 6 months as Support Engineer.Managed a team of 6 engineers, participated in the hiring process, coaching and training.