Patrick Guarnieri Email & Phone Number

• Spearheading the resolution of technical issues reported by customers who use the Dynatrace platform's SaaS and Managed products, ensuring their seamless experience.
• Handling a diverse range of customer interactions, including tickets, emails, and troubleshooting calls.
• Conducting thorough tests, effectively replicating issues, and meticulously reporting bugs to the development team to enhance platform performance.
• Participating in training sessions to stay updated on new features and technologies.
• Sharing knowledge with colleagues and suggesting improvements to make our products even better.
• Specializing in troubleshooting Dynatrace Real User Monitoring (RUM) issues, resolving challenges related to functionalities like Synthetic Monitors, Injection, User Sessions, Waterfalls, and more.

Barcelona Area, Spain

• Took charge of resolving complex issues related to Google Pay, Play, Store, Hardware, One, and Families, surpassing Customer Support Specialists capabilities.
• Identified, isolated, and proactively reported emerging trends and issues concerning Google products and services.
• Provided expert-level troubleshooting, leveraging technical expertise from backend systems.
• Assessed and evaluated Tier 1 (CSS) cases, offering valuable feedback and coaching to enhance agent performance.Webmaster - For T2 Website.
• Managed and maintained the Tier 2 website, ensuring accurate and up-to-date content.
• Revamped the website's structure, enhancing user-friendliness and navigation.

Barcelona Area, Spain

• Managed incoming calls, chats, and emails from Google users, promptly addressing their inquiries and concerns.
• Conducted thorough troubleshooting and diagnosis of issues related to Apps, Android OS, and transactions, ensuring effective problem resolution.
• Prioritized delivering exceptional customer satisfaction and cultivating positive interactions in every communication.
• Proactively identified and reported potential emerging issues, contributing to the swift resolution of critical concerns.

Brazil

• Offered expert technical assistance and support for a range of inquiries and issues concerning computer systems, software, and hardware.
• Played an important role in building, deploying, troubleshooting, and repairing a diverse array of computer hardware, servers, peripherals, routers and others.
• Skillfully diagnosed and resolved complex system and software issues, ensuring seamless operation for users.
• Provided clear and comprehensive instructions to customers, empowering them in the effective use of computer equipment, software, and accessories.
• Conducted rigorous testing procedures to verify equipment compliance with specifications, upholding quality standards.
• Installed, configured, and managed a wide spectrum of software, including Microsoft and Adobe products, Anti-Viruses, VPNs, and related applications.

Brazil

• Spearheaded comprehensive testing, installation, and seamless updates of the ERP system's latest versions, ensuring optimal performance and functionality.
• Investigated, replicated, and resolved customer-reported issues, employing analytical skills to provide effective solutions.
• Engineered and refined custom database queries, enhancing data retrieval efficiency and accuracy.
• Orchestrated the creation, upkeep, and validation of Java classes, contributing to the system's robustness.
• Cultivated meticulous project documentation, ensuring clear communication and facilitating streamlined processes.
• Oversaw end-to-end implementation procedures for new ERP system sales, encompassing project planning, process mapping, and system and server configuration.

Brazil

• Responded to network issues promptly, ensuring the sustained operation of LAN/WAN/Wireless services and connectivity for over 8,000 customers.
• Proactively monitored network and system health, promptly responding to alerts and events to ensure network stability.
• Collaborated closely with a team of Telecommunication Engineers and Network Architects to diagnose and resolve intricate network issues.
• Skillfully configured routers, switches, firewalls, cabling, and associated equipment, contributing to optimal network performance.
• Delivered top-tier technical support, meticulously documenting interactions in the internal CRM, alongside creating procedural guides and insightful reports.
• Evaluated and integrated emerging technologies, conducting thorough testing to enhance service offerings and efficiency.Ex Grupo Redesul. Now Amigo Internet - https://www.sejaamigo.com.br/