Thyago Fernandes Email & Phone Number

Brazil

State Of São Paulo, Brazil

São Paulo, São Paulo, Brasil

- Responsible for monitoring, interacting, charging and updating the scheduling of problem-solving groups, internal and external customers;- Interact with the coordinator to meet the SLA's;- Contacting employees to clarify requests or supplement information;- Assist in answering calls when the other solving groups are heavely tasked;- Contacting users to clarify qualification or complement information;- Responsible for monitoring, interacting, charging and updating SLAs and their reopenings with problem-solving groups, internal and external customers;- Responsible for monitoring, interacting, charging and updating Tickets after deadlines (SLA) and their reopening with problem solving groups, internal and external customers;- Suggest categorization options for ticket resolution;- Creating and optimizing processes, such as creating a purchasing process from scratch for a country in Latin America at the client, reducing delivery time by 50% and the cost of the purchase- Scheduling visits to offices without local IT, and assisting external technicians in the processes necessary to resolve issues for affected users;- Applying training to new members who will be integrated into advanced support- Assisting the Field Services team in purchasing equipment throughout Latin America, checking with several suppliers for options with the best cost-benefit- Using Excel and Python (Numpy), I analyzed cost and supplier data to identify opportunities for improvement and implement a new, more efficient process

São Paulo, São Paulo, Brasil

-Provide advanced troubleshooting support for users in Portuguese, English and Spanish,-Follow the ITIL structure and Knowledge Base articles to provide the appropriate solution or escalate to the responsible team when finding the root of the employee's problem, always seeking alternative ways to solve cases-Apply training and transfer knowledge to new hires, being recognized for the teaching skills both by Stefanini and the client-Ensure compliance with SLAs and closing tickets within the defined deadline, being congratulated for rarely failing to meet deadlines-Reduce the average time to resolve calls and increase the number of calls resolved with the team by 20% after creating a group for problem solving, analyzing the case in depth and seeking problem resolution- Analyse and provide timely escalation for High Priority tickets;

São Paulo, São Paulo, Brasil

-Answer calls in Portuguese and English to provide L1 support, member with the highest number of cases solved per day, around 30% more than the average. -Solve problems related to Office, Windows, Active Directory, Azure, SAP, Workday and other local applications, seeking solutions beyond the documentation available at the client.-Provide solutions remotely and scale according to processes when necessary, following articles from the ITIL Framework and Knowledge Base.

Pós-Graduação Lato Sensu, Ciencia De Dados, 08

Activities and Societies: Activities and Societies: Demonstrate the importance of data. How they matter for the development of the company.

Bachelor'S Degree, Computer Science, 8

Activities and Societies: Projects best pratices; Software development; Database; POO; Java; C++; HTML; Excel; English classes;Developed.