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.• Streamlined access to critical pages and files, optimizing information flow.• Utilized Google Sites to craft innovative solutions, showcasing creativity and technical prowess.

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.• Guided and trained new customers, offering technical expertise and guidance to ensure successful system utilization.• Provided steadfast technical support for over 20 client companies, swiftly addressing concerns and optimizing system performance.• Collaborated closely with the development team to advocate for updates aligned with clients' specific requirements, fostering continuous improvement.http://www.pwf.com.br/

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/