Willian Velkis De Lima Email & Phone Number

Gavião Peixoto

• Analyze short-term incidents and contour proportions that temporarily solve the customer's problem (workaround);• Identify root cause of incidents (RCA), propose and implement definitive solutions to avoid recurrence;• Provide and implement continuous improvement actions focused on stability, performance and incident reduction;• Establish action plans for items that require follow-up;• Manage and monitor installed systems and cloud infrastructure, ensuring the highest levels… Show more • Analyze short-term incidents and contour proportions that temporarily solve the customer's problem (workaround);• Identify root cause of incidents (RCA), propose and implement definitive solutions to avoid recurrence;• Provide and implement continuous improvement actions focused on stability, performance and incident reduction;• Establish action plans for items that require follow-up;• Manage and monitor installed systems and cloud infrastructure, ensuring the highest levels of availability and security;• Participate in periodic meetings with other teams involved in the service flow (TI Delivery, Products, Customer Success) - local and global;• Perform functional and technical absorption of new projects according to the criteria, in order to ensure that all requirements are met and propose an action plan for requirements not met;• Install, configure, test and maintain operating systems, application software and system management tools; ensuring proper documents and procedures.• Support and monitoring of customer-facing CrossKnowlegde (SaaS) applications, working in collaboration with Site Reliability Engineers, Quality Engineers and Software Developers;• Provide 1st, 2nd and 3rd level support to our customers as well as the internal team (Learning Technology Consultants, Project Managers, Product Owners).• Establish contact with the customer's IT team for problem resolution;• Proactively ensure the highest levels of availability of systems and infrastructure;• Maintain security, backup and redundancy strategy; Show less

Gavião Peixoto, São Paulo, Brasil

• Development and execution of technical and managerial functions for clients on-site.• Management of local delivery of software services: pre-sales, after-sales, service delivery support, installation, and configuration for client environments.• Troubleshooting various business systems, networking, and applications: industry-standard servers, specialized, or clustered environments.• Proactive activities according to SLA to ensure customer satisfaction and loyalty.• Reactive and… Show more • Development and execution of technical and managerial functions for clients on-site.• Management of local delivery of software services: pre-sales, after-sales, service delivery support, installation, and configuration for client environments.• Troubleshooting various business systems, networking, and applications: industry-standard servers, specialized, or clustered environments.• Proactive activities according to SLA to ensure customer satisfaction and loyalty.• Reactive and proactive technical support to maintain a high level of customer satisfaction.• Clear alignment between business and technical solutions.• Deep understanding of customer needs and ensuring they are met.• Quick and effective resolution of issues, providing guidance and scheduling according to procedures.• Monitoring operation performance and working on corrective action plans (if necessary).• Providing industry trend information in the Account Support Plan.• Mentoring and coaching new hires in work processes and procedures.• Responsibility for account growth and retention. Show less

Ribeirão Preto, São Paulo - Brasil

Provide remote support to users, including ticket opening, registration, and management with SLA system, software setup and installation, network printer and server/email server creation, hardware and networking troubleshooting (TCP/IP, protocols, mapping, sharing), Internet connection, browsing, email (Microsoft Exchange Server), operating systems, and Office 365 Admin Center.• Delivered multi-level technical support via remote access, troubleshooting and resolving a wide range of user… Show more Provide remote support to users, including ticket opening, registration, and management with SLA system, software setup and installation, network printer and server/email server creation, hardware and networking troubleshooting (TCP/IP, protocols, mapping, sharing), Internet connection, browsing, email (Microsoft Exchange Server), operating systems, and Office 365 Admin Center.• Delivered multi-level technical support via remote access, troubleshooting and resolving a wide range of user issues.• Configured and maintained IT infrastructure components including user accounts, network printers, software installations, and virtualized environments(VMware/vSphere, Citrix).• Administered Microsoft Exchange Server and Office 365 to ensure smooth email functionality.• Monitored internet connectivity and network health, identifying and resolving performance issues proactively.• Upheld system security by implementing and maintaining antivirus solutions and backup routines.• OS: Windows XP/7/8, Windows Server 2003, 2008, 2012 and 2016: GPO,• File Server, DHCP Server, DNS Server, Terminal Server, AD e DFS Replication.• Monitor affiliate internet links through the Zabbix tool. Show less

Ribeirão Preto, São Paulo - Brasil

• Developed, organized, and delivered engaging internal training programs for IT support personnel.• Coordinated administrative and HR processes, streamlining operations and implementing strategies to enhance service quality.• Managed client relationships, establishing training needs and aligning program development with strategic objectives.• Oversaw budgets and resources for cost-effective training program execution.

Ribeirão Preto, São Paulo - Brasil

• Diagnosed and resolved hardware and software malfunctions in computer equipment, ensuring efficient repairs and customer satisfaction.• Provided exceptional customer service via phone and in-person, effectively diagnosing problems and implementing swift solutions.• Managed repair budgets by researching parts and equipment availability, maintaining cost-effectiveness.• Conducted advanced hardware repairs using specialized tools (multimeter, hot air station, soldering station).•… Show more • Diagnosed and resolved hardware and software malfunctions in computer equipment, ensuring efficient repairs and customer satisfaction.• Provided exceptional customer service via phone and in-person, effectively diagnosing problems and implementing swift solutions.• Managed repair budgets by researching parts and equipment availability, maintaining cost-effectiveness.• Conducted advanced hardware repairs using specialized tools (multimeter, hot air station, soldering station).• Performed on-site support for complex technical issues requiring in-depth expertise. Show less

Ribeirão Preto, São Paulo - Brasil

• Development of new courses and lectures related to the training area.• MCDST (Microsoft Certified Desktop Support Technician), Windows XP, Windows Vista, Windows 7, Outlook, Word, Excel, PowerPoint, Corel Draw, AdobePhotoshop, Fireworks, MS Excel Advanced, Hardware (Computer Assembly and Maintenance), Networks (Installation, Configuration and Administration).• Member of the Help Desk and Network Administration teams; planning and implementing desktop expansion, hardware… Show more • Development of new courses and lectures related to the training area.• MCDST (Microsoft Certified Desktop Support Technician), Windows XP, Windows Vista, Windows 7, Outlook, Word, Excel, PowerPoint, Corel Draw, AdobePhotoshop, Fireworks, MS Excel Advanced, Hardware (Computer Assembly and Maintenance), Networks (Installation, Configuration and Administration).• Member of the Help Desk and Network Administration teams; planning and implementing desktop expansion, hardware infrastructure renewal and deploymentof new software and technologies; inventory control and licenses.• Performance analysis of the network environment to maintain quality and availability levels, overseeing hardware/software upgrades, inventory control, andlicense management.• Designed and delivered comprehensive IT courses encompassing diverse software applications, hardware maintenance, and network administration.• Analyzed network performance and implemented security measures to safeguard against unauthorized access. Show less

Ribeirão Preto, São Paulo - Brasil

• Telemarketing: Outbound and Inbound• Spreadsheet Preparation and Contract Typing• Information Management: Email Accounts, Spreadsheets• Invoicing• Online Budgeting• Online Customer Service