Taira Alessandra Utech Email & Phone Number

Brazil

Toronto, Ontario, Canada

• Dealing with advanced configuration of Atlassian tools, like Jira and Confluence.• Server administration.• In charge of setting up and maintaining SSL certificates for security and analyzing logs for troubleshooting and optimization.• Strong problem-solving and analytical skills, able to work well in a team and communicate effectively with stakeholders.

As a support engineer at Atlassian, my goal was to help the customers queries in a timely and accurate way, via customer service portal or video-call to succeed through technical support. In this position, I handled all kinds of cases related to the Jira Software product. Some of my daily tasks were:• Assist customers with technical and product application issues by troubleshooting real use case situations, communicating, and suggesting best practice solutions.• Identify application bugs and report to development teams, providing root causes, fixes, and workarounds.• Make use of big data analysis tools (e.g.: Splunk) to monitor application's performance, Rest API, domain verification, SAML/SSO, user provisioning, network, and integrations to assist global customers.

Blumenau, Santa Catarina

• Provided second-level IT support related to a specific software (a truck and van configuration system for one of the biggest customers in the German automotive sector).• In addition to providing support, as part of my daily routine, maintaining a series of checkups, monitoring a couple of servers where the software was running, updating the database when necessary, making queries via Rest API and loading new data that were released daily to the production environment.• Created and maintained troubleshooting procedures documentation for future new hires.• Participated in on-call support rotation since the service was provided in a 24x7 environment.

Blumenau, Santa Catarina

• I was responsible for demand management for allocation, documentation, and new resources for the project, advising on understanding the legal process of hiring a freelancer within Deutsche Telekom standards (PMO area).• During the period in this position, I had the chance to work directly with a German team of project managers, making daily conferences to make alignments and to ensure that the process was working as desired.• At the end of 2018, T-Systems Germany announced that this project needed to be migrated to T- Systems Hungary. After that, I had the opportunity to get the leadership in transmitting the knowledge of the project to the new team, conducting daily training, as well as being responsible for monitoring the execution of the processes.

Blumenau, Santa Catarina, Brasil

I performed administrative activities in general, and also managed some really important production processes.

Managerial Processes, Business Administration And Management, General

Java Programmer

Programming logic + SQL database; Fundamentals and advanced programming language in Java; Java web programming language.