Rafael Caixeta Email & Phone Number

Buenos Aires, Argentina

● Provided comprehensive technical support to clients across South America, including governments and financial institutions, focusing on efficiency and quick issue resolution.● Specialized in advanced configuration and administration of Google Workspace, covering account management, security policies, two-factor authentication, and troubleshooting integration with other platforms.● Implemented and optimized ITSM tools like Jira Service Management, Freshservice, ServiceNow, and communication systems like 3CX, improving operational efficiency and client satisfaction.● Configured and monitored email systems, including IMAP, SPF, DMARC, and DKIM, as well as log analysis using tools like Splunk to ensure security and high availability.● Tools: Google Workspace, ServiceNow, Jira Service Management, Freshservice, 3CX, Splunk, Postman, Microsoft SQL Server

Buenos Aires, Argentina

● Conducted automated and manual testing on banking applications and APIs using Postman and tools like Selenium, ensuring software integrity and functionality.● Managed SQL databases (MS SQL) for data verification and updates, utilizing complex queries to ensure data integrity.● Developed detailed technical documentation, created test cases, and generated bug reports using Confluence and Jira, facilitating communication and issue tracking.● Collaborated directly with development teams using agile methodologies (Scrum) to identify and mitigate quality risks in critical projects.● Tools: Postman, Selenium, Microsoft SQL Server, Jira, Confluence, Git, Jenkins

Buenos Aires, Argentina

● Performed functional, integration, regression, and API testing on mobile applications, ensuring high quality throughout the development cycle using tools like Postman and Appium.● Managed and maintained SQL Server databases, using automated scripts for data queries and updates.● Developed and executed test cases in Zephyr, integrated with Jira for traceability and quality control, contributing to a reduction in production defects.● Monitored performance and analyzed logs with tools like New Relic and Splunk, collaborating with the development team for continuous adjustments and optimizations.● Tools: Postman, Appium, Zephyr, Jira, SQL Server, New Relic, Splunk

Buenos Aires, Argentina

● Provided level 1 to 3 technical support to internal users, including access management, network support, and cloud infrastructure maintenance (AWS).● Implemented MDM (Mobile Device Management) solutions with Microsoft Intune, optimizing remote device management and minimizing downtime.● Managed the company's computer fleet, including hardware updates, shipping, and preventive maintenance, using tools like SCCM (System Center Configuration Manager).● Conducted onboarding presentations and training for new employees, focusing on information security and IT best practices.● Tools: Microsoft Intune, AWS, SCCM, Google Workspace, Jira

Buenos Aires, Argentina

● Provided level 1 technical support to external users, resolving issues remotely and optimizing customer service with tools like Zendesk and SolarWinds.● Managed ticketing, prioritization, and escalation using Freshdesk, ensuring quick and efficient problem resolution.● Configured and maintained VPNs using OpenVPN and Cisco AnyConnect, improving connectivity and secure remote access for users.● Developed internal training content and team development, focusing on customer service and technical problem-solving.● Tools: Zendesk, SolarWinds, Freshdesk, OpenVPN, Cisco AnyConnect, Jira

Buenos Aires, Argentina

● Provided first-level technical support for a healthcare project, managing 24/7 inquiries with a high real-time problem resolution rate.● Escalated complex issues using the ITIL framework and collaborated with specialized teams for definitive solutions.● Created and maintained technical documentation and user guides using Confluence, improving support team efficiency and customer experience.● Actively participated in continuous improvement initiatives, including feedback meetings and performance analysis using BI tools like Power BI.● Tools: Confluence, Power BI, ITIL, ServiceNow, Jira

Buenos Aires, Argentina

● Led cold calling campaigns, using Salesforce CRM to manage leads, increase conversion rates, and optimize the sales funnel.● Participated in continuous product training, utilizing sales enablement techniques to maximize knowledge and sales effectiveness.● Provided high-quality customer service at all stages of the customer journey, ensuring retention and loyalty.● Collaborated with the marketing team to develop and implement lead generation strategies, using Google Analytics and marketing automation tools like HubSpot.● Tools: Salesforce, Google Analytics, HubSpot, CRM