Roberto Monteiro Email & Phone Number

São Paulo E Região, Brasil

• Acted as a first point of escalation for Solvay end users, mainly focusing on the Solvay end user support application and hardware support with a variety of scenarios internal customers bring up, involving On-Premise.
• In case of escalation deep analysis of cases brought by the internal customers with a end user support perspective aiming the best outcome when it comes to supp, also making recommendations to our internal customers on.
• Provided Solvay customers with Technical Support within the defined parameters of Solvay Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our end user.
• Provided advanced troubleshooting together of other IT internal and external teams via testing collecting internal logs and remote sessions to better understanding about the issue towards a resolution that include, but.
• Handled technical escalations within internal and external team response/resolution targets.
• Provided Team Leader or Manager feedback with regards to Technical Support procedures and policies, with the goal of improving overall our internal customer satisfaction as well as internal IT team’s efficiency.

São Paulo, Brasil

During this time I had the opportunity to work with Server Management, Management of Application like Symantec Firewall and Symantec backup Exec, Networks devices like Switches and structured cabling.My principal activities in day by day was:Focal point on application and support on Symantec Firewall, Symantec Backup Exec and Symantec Desktop and Laptop.

São Paulo, Brasil

I've started with support analist for end user's on head quarter Rhodia.My principal roles and activity was:- Helpdesk to the second level to the end user;- Identify and resolve issues related to hardware and software; - Follow the ticket opened by users on TOP Tools owned by AtosOrigin;- Help and oriented our users in case of general doubts;- Changing.

Graduado, Computer/Information Technology Administration And Management

Course focused on ICT Management, where the main competences acquired are ITIL, COBIT, Risk Analysis, Service Center, Information.

Multicloud Specializing Program.

MultiCloud Specialization Program. The MultiCloud Bootcamp prepares Technology Professionals to work with Cloud (AWS, Microsoft Azure.