Ensure that all service level agreements and customer satisfaction goals are met.Deliver operational solutions for cloud-based environments and applications.Serve as the primary point of contact for providing application technical support.Provide multi-Tier Support to users using multiple support channels.Diagnose, troubleshoot and resolve technical issues.Taking ownership of customer issues reported and seeing problems through to resolution.Work Tightly with Product, R&D, customer success, and business teams.Collaborate with other global team members to assist with customer issues.

Support to the IT production area.Technical/functional leader of open tickets in production and development environments, to resolve tickets, aiming to improve the user experience.Responsible for monitoring processes for users, and solving technical and commercial calls.Project management through the YouTrack tool, maintenance ticket management through Kanban methodology. Understanding of demands from American users to implement system improvements and project scope definition.Feedback and management of activities carried out by the development team.Training new employees, as well as multiplication of information to the team.Development of scripts for new products and eventual corrections.Participation in SQUADs in functional and development roles.Outstanding results:⦁ Responsible for reducing the maintenance backlog from 100 to 15 tickets, through management techniques, prioritization, and continuous improvement with a focus on the quality of the items developed.⦁ Preparation of training courses to disseminate improvements to key users of the system.⦁ Management and development of functionality and process documentation.Skills: ASP.NET Webforms · ASP.NET MVC · VB.NET · Web Service technologies · C# · Microsoft SQL Server · Agile Methodology

Teach English classes to teenagers and adults, focusing on conversation.Preparation of the monthly conversation class schedule.Coordination of the team of teachers with 5 employees. Alignment through weekly meetings and parameterization through monthly training.

Contribute so that the environment's communications network was available, active, and operational for all activities of Rede do Saber. Monitor the operation of the communications network necessary for the activities, collecting and organizing information in order to improve its use and informing the Operations Center (by telephone, e-mail, or communication software) about any abnormal situation. Maintenance and guarantee of the conditions of use of equipment installed in the environment. Support users in the use of equipment, providing operational support during the development of activities in the environments of Rede do Saber.

Ensure business effectiveness, through team coordination, cost management, ensure action planning to achieve objectives such as cost, profitability, and service. Monitor, analyze, and generate action in front of the service. Responsible for coordinating the external team, controlling the installation and maintenance of road panels, responsible for the purchasing department, inventory control, vehicles, and PPE.

Assistance to adolescents included in the socio-educational measures of detention and detention and provisional detention, in compliance with the provisions of the Child and Adolescent Statute - ECA.

I was invited to teach classes in Business Administration, Personal Development, and Sales Techniques.As Pedagogical Coordinator, I was responsible for all verification of courses, teachers, schedule, monitoring, and opening new classes. In the human resources department, I trained and included students in the job market.

Responsible for the sales channel in Sorocaba/SP and region, from order entry to activation of lines and receipt of devices by the customer. Responsible for managing the customer base. Preparation of management reports, standardizing channel management. Preparation, development, and monitoring of sales strategies, increasing sales productivity with quality, retention, and loyalty, making the resale the best in the region, area 15.Development of after-sales campaigns for customers, meeting their needs and identifying opportunities for improvement in internal and external processes, providing total satisfaction for employees and customers. Constant updating of consultants, through training, refresher courses aimed at identified needs.Responsible for implementing the "portability" procedure for regional area 15 resellers.I was responsible for the company's HR Department, performing personnel selection, hiring, training, and recycling the team. I also acted as responsible for the Finance Department and oversight of the tax area. The goals achieved in the period were excellent, as we have more effective hiring and more efficient control over the company's accounts.

I carried out the structuring of the company in the following departments: Administrative, Financial, and Personnel, developing processes and total infrastructure. I was responsible for the operations of the finance and tax department. Assistance in the personnel department and maintenance of the company's fixed assets. I acquired knowledge in JDEdwareds and SAP ERPs. We achieved a significant improvement in the company's processes after structuring the departments.

Coordinate the activities of maritime shipments, elaboration of freight cost sheets, apportionments, and intermediary with the client. Experience in customs procedures and port and airport dispatches.

Developed campaigns for the sale of new services and products of the company, market analysis, campaigns to promote products and services. Coordinated and supervised product and service implementation team as well as on-site operation of customized projects for clients.Developed new information flow, which was useful to catalyze deployment processes. I created a new website for the company's retention cell, ensuring customer and company loyalty and satisfaction.