Responsible for:Customer support experience with Microsoft;Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming);Identify cases that require escalation (either technically or strategically);Create and maintain incident management requests to product group/engineering group;Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience;Provide ramp activities, knowledge sharing, technical coaching and mentoring;Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

Responsible for: - Running inventory campaigns. The main goal is to collect data (rights acquired and rights used), analyze all the collected data (check usage and metrics) and apply the corrective measures when needed (license purchase or application removal), in order to attain compliance; - Application management - grant the rights acquired to the right end-users; - Provisioning: new license purchase and/or license renewals; - Invoice assurance service: make sure that all the invoices are being received and paid by the accountable; - Constant follow-up with Contract Managers/ Software Accountable/ Technical Leaders/ Software Suppliers and Software Editors in order to get updated information about new opportunities of cost avoidance/savings and audit threats. - Inventory Experience with following software editors: Microsoft (MS 365, Windows Server, SQL Server), IBM, Adobe, Microfocus, HPE, Qlik, Tableau, Red Hat and Axway.

Responsible for:- Run a Digital Transformation project, focused on empowering the end user regarding MS365 collaborative tools (Yammer, MS Teams, Planner, OneDrive, SharePoint, MS Forms, Sway);- Present workshops regarding Collaborative Tools (total of 400 atendees);- Support the ServiceDesk and Field Service teams in troubleshooting MS365 tools.

- Member of project focused on migrating the 32-bit VDIs to 64-bit, being responsible for create the installation guides documentation and for testing the packages created by System Center's team.- Troubleshooting and workarounds to ensure that the applications were correctly running in the new virtualenvironment;

Responsible for:- Provide technical assistance and support for incoming queries and issues related to computer systems and software;- Record events and problems and their resolution in logs;- Follow-up and update customer status and information;- Remote Assistance using Remote Desktop Control;

Responsible for- Support to the Architecture Team, helping them to build a Windows 10 Golden Image to be deployed by SCCM.- Migrate On-Premises user's mail boxes to Exchange Online;- Office 365 User's licensing;- Creation of training guides;- Follow-up of the incidents reported by users;Technologies: Active Directory, Office 365, Powershell, Windows 10, SCCM, ServiceNow.

End-User support, mailboxes creation, manage permissions to files and folders, incident tickets follow-up, user requests, application management and software installation, Operating System Updates, Hardware Upgrade Roll-out Projects;

End-User support, mailboxes creation, manage permissions to files and folders, incident tickets follow-up, user requests,application management and software installation, Operating System Updates, Hardware Upgrade Roll-out Projects;