📶Ronaldo Maurício📶 Email & Phone Number

Brazil

Primary Responsibilities:• Provide advanced technical support and resolve complex incidents;• Act as an escalation point, assisting the support team with critical issues;• Develop and maintain procedural documentation, manuals, and solutions to support team training;• Monitor and ensure SLA compliance, delivering high-quality support services;• Collaborate with development, infrastructure, and operations teams to implement and drive continuous improvements.Key Skills:• Technical problem diagnosis (hardware, software, and network);• Process management and continuous improvement;• Advanced customer support and communication skills;• Proficient with support tools such as Movidesk, Zendesk, Topdesk, and RightNow.I am committed to continuously enhancing support quality and delivering an exceptional customer experience through an analytical and results-driven approach.

São Paulo, Brasil

São Paulo, Brasil

Monitoring M2M connections and handling customer support via phone, email, and other company communication tools. Engaging and managing interactions with Allcom suppliers related to technical demands. Keeping management reports up to date and escalating to second and third-level engineering support when necessary for technical assistance.

São Paulo, São Paulo

I monitored and received notifications about incidents occurring in the field via systems or email, including equipment failures, service delays, and technical issues. I kept detailed records, including information such as location, type of problem, and impact on the customer.Based on the severity and urgency of each case, I assigned the most appropriate technicians or field teams to resolve the issue, organizing and coordinating them to ensure they had the correct information and necessary support. This included providing remote technical guidance, essential tools, and materials.I made quick decisions to minimize the impact of incidents, maintaining clear and open communication between the field team, the customer, and the operations center. I kept all parties informed about the incident’s status, actions taken, and estimated resolution time.I utilized Field Service Management (FSM) systems, such as TOA, to monitor the technicians’ location and availability, while also providing real-time updates on service progress.After resolving incidents, I reviewed the teams’ performance to identify improvement opportunities and generated detailed reports on the event, including key metrics such as response time and customer satisfaction.Based on the incidents, I planned preventive maintenance and updates to avoid future problems and optimize field operations.

Bresser Mócca

Initially, for about a year as a Junior Support Analyst: I handled inbound customer service for Epson Brazil, which included printer-related application updates, installation, and troubleshooting techniques to identify and resolve issues, closing service tickets effectively.Later, for approximately three years in a back-office role: I extracted reports and created spreadsheets to present operational results to the area supervisor for decision-making, while also assisting with other tasks assigned to me to support the operation.

Supply the machines with raw materials (such as grains) to initiate the flour production process. Monitor the operation of the machines, ensuring there are no interruptions or issues during the process.Maintain a clean and organized work environment, adhering to hygiene and safety standards. Assist in transporting and storing finished products or raw materials within the factory.