Márcio Pereira Email & Phone Number

Canoas, RS, BR

São Leopoldo, Rio Grande Do Sul, Brasil

Porto Alegre

São Leopoldo

• Work on critical, highly complex customer problems that may span multiple SAP SuccessFactors suite components
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Leverage extensive customer support experience to provide feedback to internal SAP SuccessFactors teams on how to improve our services
• Drive customer communication during critical events
• Work closely with external SAP partners, internal SAP Engineering and internal SAP Operations teams.
• Drive projects that improve support-related processes and our customers’ technical support experience

São Leopoldo

• Maintain technical skills continuity and consistency of Service Desk Portuguese staff;
• Training Service Desk staff to support new technologies;
• Manage Escalation Mailbox;
• Audit/monitor analyst's calls on a weekly base, through call recording tool and IT Service Management tickets tool.
• Attend a daily Service Desk turnover meeting, along with Service Desk Leads from North America, EMEA and APAC;
• Develop and document processes to streamline the daily operations of the Service Desk including:

São Leopoldo

• Activities:
• Remote Desktop Support: Level 2 Remote Support Analyst. Microsoft SCCM 2012 management (software deployment, inventory management). Installation, configuration and remote advanced troubleshooting of business and.
• Advanced customer remote support (Remote Assistance, RDP) from users across the country. Network security policy: evaluation of configuration to be implemented in the firewall and proxy Global Account Management.
• Creation, maintenance and deletion of mailboxes, distribution lists and security groups. Folder permissions management;
• Ticket management and resolution: register, resolve and scaling tickets to other teams and coordinating with them (HP – printing support; Accenture – Business Application (SAP/Ellipse); BT – WAN; Bracta – Field Support.
• Technical bridges with other teams for ticket resolution and process alignment.

Montenegro - RS

• Activities:
• Inventory management using SCCM 2007 and Asset Manager;
• Advanced troubleshooting of hardware and software (Microsoft Windows XP e 7, Microsoft Office 2007/2010 and other commercial/business applications);
• Installation of the operating system through the Microsoft SCCM (System Center Configuration Manager);
• Team Focal Point: coordinate, manage, assign and resolve tickets along with other IT teamsof John Deer Brazil/EUA and Stefanini Brazil/EUA (by phone, Lync communicator and/or e-mail);
• Shop floor support: we had the fastest response time of Brazil (less than 8 min), avoiding any business impact in the assembly line of the factory;

Unisinos - São Leopoldo - RS

• Activities:
• Installation, configuration and remote advanced troubleshooting of business and commercial applications.
• Resolution of incidents and tasks. Printing queues management.
• Creation of tickets to Stefanini SAP Level 2 team.
• Installation of patches and hotfixes.
• Development and implementation of training plan;

São Leopoldo - RS

• Level 1 Support Analyst. Remote support through SMS, VNC and RDP connection. Service Desk support for Gerdau employesss across the country.
• Register tickets,assist customer with the issues, performing basic troubleshooting and escalate the ticket to the concerned team properly, if not solved.

Porto Alegre E Região, Brasil

Internet support for Terra Networks internet provider. Assist customers with connection issues regarding ADSL, Cable, Dial-up connection, StarOne, etc.

Curso Superior De Tecnologia (Cst), Análise E Desenvolvimento De Sistemas

Bachelor Of Technology - Btech, Process Management

O profissional está apto a gerenciar os diversos setores de uma empresa ou empreender o próprio negócio. Ele analisa e avalia os ambientes.

Computer Science - Degree, Software Development

Elicos (English Language Intensive Course For Overseas Students), Melbourne, Australia

Inglês Avançado, Língua Inglesa

Spanish - Basics, Spanish