Michele Bard Email & Phone Number

* Manage global projects as consultant and developer using a BI solution 'IBM Cognos Analytics' - US, LATAM and EMEA region; * Collaborate closely with stakeholders to understand their requirements, data and decision needs; * Design and develop new reports/dashboards to increase spending visibility based on each client's business area; * Identify, analyse, and interpret trends or patterns in data sets (“transforming data to insights”);* Manage tickets and negotiating and setting expectations with clients; * Provided internal technical trainings on onboarding sessions; * Mentoring new hires on their journey into the reporting team; * Helped managers with interviews on the recruitment process for open positions; * Provided workshops and external webinars to prospect new clients to our add-on service; * Garnered 100% positive customer satisfaction rating during the time Languages: English, Spanish and Portuguese.

Brazil

* Provided a great customer experience to global customers focused on the expense & credit card module from SAP Concur SaaS tool (travel and expense management); * Handling issues and requests using SalesForce as CRM, debugging and analyzing flat files received from international banks and internally logs using Kibana, collect data from the DB, working on interface questions and system's configuration over phone and portal; * Responsible for QA on resolved cases (CRM and Phone) of our expense support team; * Coach a group of colleagues in a knowledge global program and helping the team to improve the usage an creation of articles in our knowledge base; * Garnered > 97% customer satisfaction rating during all the time. * Global Award received: Greg Smith (This award is the major recognition based on the engineer behavior during the quarter. It englobes all SAP Concur expected behaviors in our organization in one: #PutCustomerFirst #BeTransparent #OwnTheSolution #TakeTheInitiative)

Tecnosinos, Rs, Brazil

Responsible for L2 remote support for a mineral company.Daily tasks: Managing and assignments tickets, working on L2 escalated cases focusing on the customer satisfaction on the first contact. Creating internal dashboards to better visualize the incidents queue, creating KB's to be used on the 1st support level. Network account creation, managing IBM Lotus server, point of contact in client's network issues, helping the management team to achieve the best performance on delivered services.Communication in English, Spanish and Portuguese.

Tecnosinos, Rs, Brasil

Provide L1 support for end users of a automation company. Software and hardware troubleshooting by phone, email or chat.Focusing on first contact resolution, root analyses, research in KB’s, handling tickets and tracking requests. Positive customer support experience creating strong relationships through root cause understanding, ensure timely resolution on escalations communicating users about progress. Award Received: HCL Spot Award - Above and Beyond (Recognize special contributions, recognizes and reinforces the behaviors and values that are important for those who has gone beyond expected.)

Porto Alegre E Região, Brasil

Maintain and manage the network providing support to users and servers; Services AD, DNS, DHCP, GPOs, WSUS, DFS in Windows Server 2008R2 and Linux based servers running e-mail service (Zimbra), internal communicator (PANDION), Firewall (ENDIAN), settings of network printers and Linksys (VOIP), print Control (Papercut) software, virtual machines running VMWare, controlling access permissions, installation and configuration in general, analyzing and developing improvements in the network.

Porto Alegre E Região, Brasil

Technical support developers in Windows XP / 7, installation and configuration of Operating Systems, devices and printers Systems seasons. Analysis and control of network performance and development projects for deployment of servers and devices redes.Controle license OS and antivirus, implementation of corrective and preventive actions desktops and notebooks.Manutenções hardware and software; control and creating backups of workstations; Assistance in support of the internal ERP system users and support in Central Telefônica.Atendimento technician to corporate customers and end of ESET NOD32 Antivirus and ESS, providing support from installing, updating database, tracking logs, deleting viruses, cleaning systems, review the 'hash' of malicious files, installing and configuring Remote Manager server stations for companies where attendances were generally called in via phone, email, Skype, MSN and remotely.

Management Processes, Administração, Negócios E Marketing

Informatics Technician, Information Technology

Activities and Societies: Feira de Tecnologia (IPD), FISL (Feira Internacional do Software Livre)