Walbert Ramon Schulz Email and Phone Number

• Level 2 Remote Support for LOEWE (LVMH).• IT support for CEGID. Account creations, install, configure and troubleshoot issues regarding end-user workstations, peripheral devices and login accesses.

• Responsible to provide support for Altice in the United States;• ServiceNow, Request Template, Service Desk Sharepoint, Aveti Call Dashboard, Service Central (Self Help Portal), RSA Admin Site, RSA Self-Service Console, Office 365 Admin Center, SailPoint IdentityIQ, Empirix Service Assurance, MobileIron Admin, InTouch Admin Tool, Netwin, NoRM, Remedy Admin Site, Workfront, Provisioning Tool, Crowd, PACTOLUS, IVANTI.

• Customer service and support in English, Spanish and Portuguese;• Provide diagnosis / resolution of hardware / software / network problems via telephone / e-mail / chat to the client's end users. Escalate issues to internal 2nd and 3rd level IT support team;• Coordinate and manage relationships with vendors and support staff providing hardware/software/network troubleshooting;• Administer and provide user account provisioning;• Utilize the Incident Management System to document and manage problems and work requests and their respective resolutions and escalations;• Respond to telephone calls, e-mail, instant messages and tickets assigned by users;• Assign work orders/incidents to the appropriate support teams and follow up until closure. Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps;• Provide level 1 remote desktop support and perform other activities based on SOPs;• Perform user account management activities;• Escalate complex issues to appropriate support specialists;• Responsible for activities related to the evaluation, analysis and configuration of PC-based software products (e.g. word processors, spreadsheets, presentation graphics, database management systems, electronic mail and communications);• Solve basic network connectivity and client software problems;• Identify, evaluate and prioritize customer problems and complaints;• Train users and operators on a limited basis and/or may write training procedures;• Participate in ongoing training and departmental development;• Routine maintenance updates with other IT teams and business units;• Provide all necessary documentation, including standards, configurations and diagrams;• Provide knowledge transfer of EUC operations;• 1 year of support to the financial sector clients, e.g.: Santander, Banco do Brasil, Itaú, Bradesco;• 1 year of support to IT companies abroad.

• Responsible for the e-commerce pergo.com.br. From the development of the new site from scratch, management and analysis of the website configuration, product registration and online sales system;• Market research, prospection and negotiation of new suppliers;• Brand strategy management, namely, implementation, management and maintenance regarding the culture and implementation of stable and profitable commercial strategies;• Creation of social media (Instagram, Facebook), customer support via Zendesk chat, keyword for organic search on Google;• Responsible for inserting the company in the largest marketing locations in the country;• Responsible for increasing sales by 40%.