Maicon Withoeft Email & Phone Number

Blumenau, Sc, Br

Blumenau, Santa Catarina, Brazil

Focado em atuações críticas com o objetivo de reduzir ao máximo o impacto ao negócio e agir rápido na recuperação de serviços indisponíveis atuando no problema e envolvendo as torres solucionadoras.- Forte expertise em criação e condução de salas de crise, colaboro ativamente na resolução de incidentes altos e críticos;- Gerenciamento de níveis de serviço (SLA), assegurando que os compromissos acordados sejam cumpridos;- Administração de tickets utilizando a plataforma Service Now, garantindo o registro adequado e o acompanhamento eficiente dos incidentes;- Atuação em conformidade com os processos ITIL, seguindo as melhores práticas e diretrizes para gerenciamento de serviços de TI;

Blumenau, Santa Catarina

- Experience in requirements analysis, actively participating in meetings with business analysts to gather and document user requirements. Understand business needs and translate them into technical specifications;- Working as a Scrum in local and international projects with teams from India, managing projects through the Microsoft Azure tool;- Skills in technical documentation, software testing, and maintaining system functionalities;- Responsible for the Daily meetings with the team to discuss project progress, resolve issues, and ensure customizations are delivered on time;- SAFe Agilist dedicated in sprint planning, daily meetings, sprint reviews, sprint retrospectives, and backlog refinement;- Provide efficient technical support to end users and knowledge transfer to other departments such as Support, V&V, and Training;- Perform preventive and corrective maintenance when necessary, creating internal tickets and assigning them to developers;

- Team lead, providing support, guidance and knowledge for teammates through L1, L2 and L3 analysis in Tasy EMR. Technical troubleshooting through Oracle PL/SQL, Java, JavaScript, Delphi and Web applications (Chrome Dev Tools to analyze requests and/or check the errors/warnings);- Daily management of a high quantity of requests and incidents, directly with clients in the phone and connections, in more than 100 cases per month. Over 98% satisfaction monthly;- Part of the on call team, working in specific weeks on notice to help clients with problems outside working hours and on the weekend, mainly technical issues and relevant situations;- Analysis of the team KPI metrics throught PowerBI to ensure customer satisfaction ensuring SLA metrics;-Participation in strategic meetings with analysts and managers to contribute to future decisions of the teams and the support department;- Training creation and knowledge transfer;

Blumenau, Santa Catarina

- Help customers via phone, email, and other tools, clarifying doubts, solving problems, and suggesting alternatives according to their needs; - Connections with clients throught Teamviewer and telephone;- Manage personal backlog and control SLA; - Monitor critical cases and attend to premium customers; - Over 100 tickets per month with over 98% customer satisfaction;- Helping teammates in technical troubleshooting on complex issues (SQL, Java, HTML5, JavaScript, Delphi);