Rodrigo Pontes Becker Email & Phone Number

Porto Alegre, Rio Grande Do Sul, Brasil

Leadership position overseeing the global health and continuous improvement of operations for the Atlassian Access product.- Ensuring global training for the product on both technical and soft skills areas to improve support.- Maintaining customer satisfaction scores across the global team.- Working towards capacity improvements on time spent for.

Porto Alegre, Rio Grande Do Sul, Brazil

Worked with focus on projects that impacted the global support team on critical operational processes, in direct contact with global managers and regional managers.- Assisted on capacity planning in the Americas region, with insights based on support volume KBMs.- Continued work on team readiness based on product and support strategy at the global level..

Porto Alegre, Rio Grande Do Sul, Brazil

When Atlassian launched the new support offering for Cloud Enterprise, my responsibility was to ensure the success of the new support team through helping the team leader on selecting internal and external talents to build up the team from the ground, in the Americas region.- Worked on solving Cloud Enterprise customer issues from basic to complex scopes..

Porto Alegre, Rio Grande Do Sul, Brazil

Acting as a Senior Support Engineer on the Technical Lead role on the Atlassian Customer Support project, I was responsible for Internal Escalations for issues of higher complexity, and also for leveraging the technical skills of the team, ranging from product to industry standard knowledge.- I was a Subject Matter Expert for Jira Service Management..

Porto Alegre E Região, Brasil

I took the lead of the Service Desk non-production support team after 1 year of development of the required competencies within the team. Starting to handle escalation management on the level of project managers, directors and vice-presidents on the most important projects at Dell, coordinating support resources in order to respond quickly to support.

Porto Alegre E Região, Brasil

Provide support to applications from Dell's portfolio on the non-production environments on the phases of service transition and service operations from ITIL on the Service Desk, managing environmental defects of critical, high, medium and low priority, also managing code changes on the DIT, SIT and Performance environments. With technologies from.

Porto Alegre E Região, Brasil

Provide support in identifying problems posed by monitors, interacting with global teams in a 24x7 frame; Support the team to resolve incidents of medium and high severity related to the applications scope, avoid impact to the business and provide solutions for quick restoration of services; Assist in the knowledge management by updating and creating.

Porto Alegre E Região, Brasil

Level 1 Support, provide support on the resolution of low priority incidents on the Dell's global business environment, working together to address IT issues, helping users by evaluating impact, necessity and actions. Assist in the knowledge management by reviewing and creating documentation. Reviewing of metrics, graphics and objectives.

Porto Alegre E Região, Brasil

Providing consultancy and assistance on hardware and software, orienting the customer or business to the best hardware and software by necessity and situation, providing analysis for improvement of infrastructure, interface and defects. Teaching and orienting the use of the computer, operational system, internet and applications in general.