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