Rodrigo Souza Email & Phone Number

Lisbon, Pt

Lisbon, Portugal

- Customer service via email, Teams chat and calls.- User management using Active Directory in conjunction with PowerShell.- Troubleshooting sessions directly with the user, creating a close and helpful relationship.- Troubleshooting in the Windows and iOS environment.- Analysis of functional and technical incidents.- Presence on the phone line for urgent problems.- Collaborating with the local IT team to provide assistance to local users.- Alignment with national and international clients, employees and management.- Reviewing and preparing documentation, activity and incident reports.- Analyzing and forwarding tickets, once properly documented, to the correct teams.

Lisboa, Portugal

• First-level customer service via e-mail, chat and calls.• Analysis and documentation of tickets, functional difficulties and problems.• Prediction of possible failures in the environment.• 24/7 team rotation monitoring of all the clients' data traffic.• Quick identification and resolution of any data absence for external or internal reasons.• Data backup and recovery when necessary.• Detailed and documented escalation of requested improvements or identified corrections.• Tracking of the escalation process to gather information for future analysis.

Belo Horizonte, Minas Gerais, Brazil

- Remote support (phone, email and service desk tool);- Dialogue/alignment with national and international customers, employees and management;- Functional and technical analysis of incidents;- Preparation and review of documentation, reports of activities and products;- Execution of software tests on Sigga products;- Participation and execution of status meetings with customers;- Participation in internal meetings and trainings;- Preparation of correction estimates;- Execution of support procedures and processes;- Approval and testing of devices;- Monitoring the installation of add-ons, requests referring to Sigga products;- Organization of tasks according to criticality and alignment with management;- Monitoring and interaction throughout the incident lifecycle.

Belo Horizonte, Minas Gerais, Brasil

• First level support for internal users from Latin American countries, via telephone, chats and emails.• User account management.• Monitoring of IT environments and services for incident handling.• Screening and redirection of requests and incidents opened by users, prioritizing calls, according tothe level of urgency.• Resolution, documentation and closing requests and incidents.• Support to other IT teams when needed.

Belo Horizonte, Minas Gerais, Brazil

• IT assistance to other employees, network monitoring and information security.• Analysis and solution of infrastructure-related problems.• Maintenance, acquisition and control of the company's electronic assets.• Control of users and permissions to access the network and database.• Responsible for new employees' onboarding.• Support for the company's financial management system.• Backup and recovery of files, if necessary.• Monitoring the implementation of a new ERP (CIGAM).

Belo Horizonte, Minas Gerais, Brazil

- Data backup, sectors assistance, technical support, remote access configuration, system stability check, email and user account management.