Viviane Stelina

Experience

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  MRO Software

  Nov 1999 - Dec 2001

  Technical Support Analyst

  - As Help Desk Analyst I assisted client’s MAXIMO solving their issues about the software and assisted the Professional Services department at the client site;-To identify and to scale the problems for the competent areas by email or phone;- I got experience in database installation (SQL BASE, SQL Server and Oracle); - Experience in MAXIMO Installation, SQR and Crystal Reports.

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  CTIS

  Jan 2002 - Apr 2005

  System Analyst

  - Looking for needs and specification of improvements and new modules of systems;- Development of reports – Oracle Database;- Support to users (independent Systems, Office and Network);- Requests and the implantation of requested improvements on systems (ASP/ORACLE); Specification of all the technical requirements and functionalities of the systems applications and Datawarehouse respecting the controls of access and security;- Proposals of measures to be applied for correction of the detected problems considering the desirable requirements Show less

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  IBM Brasil

  Jan 2007 - Jul 2018

  -Working with Proactive actions trough support team to avoid critical situation identifying customer demands such as new deployments and its go live, upgrade or new business.- Working with teams with 15 support engineers.- Support products developed in Java sand database SQL, Oracle and DBS- Responsible to motivate the team to address customer issues quickly and the best way to do the troubleshooting.- Responsible to Organize Support team shift and Duty call during the weekends- Working through cross brands in order to escalate critical situation.- Work with WW teams, escalating, engaging people as necessary to create needed action plan and resolution criteria.- Lead calls with remote teams and also with customers to discuss situation, driving actions towards resolution.- Working in critical situation leading IBM teams (Sales, Support, CSPO, Executives) removing barriers to get final resolution.- Interaction with Development teams when a fix is impacting a project or help with RFE (Request for Enhacements).-Working with escalation process trough Support teams to remove blocking issues impacting new business including revenue reversals.- Working in critical situations for customer like Bradesco, Itaú, Santander, Banorte.- Directly customer interaction when a situation demands specialist visiting customer site, visiting the or by regular meetings.- Helping in new projects for Key Customers for LA region in order to avoid blocking issue for business or projects.- Working close with support teams (L1, L2 and L3) on process escalation for critical situationRunning tests for fixes provided, regression tests and automated testes when needed.- Regular meetings with L1, L2 and L3 teams to discuss process and existing customer complaints.- Interaction with Dedicated Resolution Owner Team in order to help them to identify the correct team responsible to work to correct gap identified. Show less -Quality Assurance Lead to MAXIMO for Transportation at Tivoli until August 2010-Working with L3 to close issues from clients and helping team delivery hot fix on target date. - Creating of Test cases (Use Cases), and report of issues found during tests- Responsible for issue lifecycle until it ends.- Run regression tests.- Installation of MAXIMO product to (DB2, SQL Server, Oracle, BEA/WAS).- Responsible to motivate team to deliver a product with High quality- Write Reports to support manager decisions.- Help manager to interview candidates for new positions.- Experience on MAXIMO Industry Solutions: Service Provider, Nuclear, Calibration, Spatial and Transportation.- Developer Manual and automated tests using Selenium Show less

  • Technical Resolution

    Jul 2015 - Jul 2018

  • Software QA Engineer

    Jan 2007 - May 2018
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  Mutant

  Aug 2018 - Jan 2019

  Test Analyst
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  UL

  Feb 2019 - Nov 2021

  Product Owner