Experience

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  Ometz group

  Aug 2008 - Jan 2009

  Trainee web programmer

  • Building, maintenance and validation of HTML and CSS codes of the company’s Web site.• Tech support.• FTP servers.• Mac OSX.

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  Autosiste

  Sept 2010 - Jul 2011

  It analyst

  • Lan and WI-FI networks, cabling.• IP/TCP, NAT, DNS.• Analogic and digital PABX, E1 link.• CCTV, alarm system.• Remote access, files server, Linux.• Web development.• Manager of e-mail accounts and telecom services.• Printers, helpdesk, computers maintenance, Microsoft Office Package.• IT products buyer.

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  Gvt

  Jul 2011 - Sept 2015

  Switch Configuration / Provisioning / Activation / Troubleshooting of B2B Subscribers:• Configuration, testing and activation of the operator's Business Voice dedicated services (VOX IP, VOX NG, VOX 800 RI, VOX REMOTA RI) on network’s equipment before customers were commercially active, and made changes to the service when an already active customer requested through commercial area.Knowledge of NGN/TDM networks• Configuration of TDM / Voip / Intelligent Network services.• Genband DMS, Huawei IMS, Sixbell Nekotec, Genband CS2K, Session Border Controller, Vectura Management Platform.Softwares:• Siebel 8, BMC Remedy, Automidia, Integra, Telecom Business Solution (TBS), Sigitm, Infra Enterprise Service Desk Show less

  • Sr. Telecom Technician – Engineering and Operations

    Feb 2012 - Sept 2015

  • xDSL Technician

    Jul 2011 - Feb 2012
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  Telefônica brasil

  Sept 2015 - Nov 2018

  Telephone Call Interconnection Analyst at NOC-ITX.Interconnection ticket management:• Troubleshooting of tickets received from other national and international carriers that had problems calling to Vivo customers or that Vivo was the interconnection transport operator to another carrier.• Correction of incorrect settings on carrier’s network equipment so that calls complete.• Execution of tests in real time with customers / other national / international carriers while I traced the flow of calls on the Telefonica’s network to identify where the problem was for me to correct, and if necessary, delegate the correction to another sector / other carriers.• Analysis of calls in SIP / ISUP protocols.International Interconnection:• Management of tickets and real-time tests of all interconnection incidents involving Telefonica Brazil with international carriers (Verizon / AT&T / Volatus Networks / Ibasis / Telecall / IDT – USA, Tiws Spain, Datora - Brazil, NTT – Japan).Number portability between carriers:• Test and fix failures from number porting scheduled time that had some errors. Show less Systems / Business Analyst:• Monitoring and participation in several projects collaborating with the team of business / systems analysts, engineering and IT, to solve failures in existing systems that are impacting, if in any way, the flow of activities between the areas of the company or automatic configuration of equipment that was with some kind of problems.• Participation in large migration projects involving corporate Voice customers and migration of the GVT > Vivo brand on network equipment’s.Coding / Programming:• Changes in the source code / database of a Web tool that generated the command lines to configure the carrier's network Voice equipment according to what the customer contracted, and the new changes imposed by engineering.National Level 2 Support:• As my working hours were from 3 pm to 12 am, after business hours I was the only engineering technician to support corporate activations of all other level 1 Switch technicians nationwide.• Escalation of Tier 3 areas if necessary (like IT, Engineering, NOC, Field) to reestablish the service of the B2B subscribers ASAP.• Conduct remote training of technicians from other cities to solve your doubts and teach you how to do the proper tests / configurations correctly for the service to workNumerical Portability:• Monitoring of Anatel portability windows, activating the customer service collaborating with the customer's PABX technician through phone calls, and solving all problems that may arise during activation (which normally was at night out of business hours), whether defective equipment, failures in the portability process, etc.Router Settings / Tests:• During the tests, check the configurations of the routers installed on the clients and test the integrity of the circuit from the distribution routers so that the quality of the dedicated VoIP service is not compromised, and call a field technician if necessary. Show less

  • Jr. Telecom Analyst - NOC Interconnection

    May 2017 - Nov 2018

  • Sr. Telecom Technician - Engineering and Operations

    Sept 2015 - Apr 2017
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  Inova place shop

  Oct 2018 - now

  Ecommerce / systems analyst

  Management of API integrations with Tiny ERP, Bling ERP, online stores, marketplaces, logistics and fullfielment.Virtual Stores:• Tray, Nuvemshop / TiendanubeMarketplaces:• Americanas Marketplace, Via Marketplace, Amazon (Amazon DBA / FBS On Site and FBA Classic), Mercado Libre, WebContinental. Olist, Conecta La, Shopee, Wish, Magalu, Grupo Pão de Açucar Marketplace, Carrefour, Consulta Remedios.Logistics (automatic lowest cost shipping quote between 8 carriers with freight gateways);• Frenet, Intelipost.• FedEx international shipping.Management of 4 warehouses (from the store, FBA On Site, FBA Classic and fullfielment):• Relocation of products between stocks according to demand.• Purchases of products from suppliers.Products Registration:• Description and photo editing.• Analysis of SEO keywords in Ahrefs and SemRush tools to insert them in product ads.• Export of product ads to Marketplaces / Stores.System Integrations / API:• API Integrations between SaaS platforms ERP / Marketplace / Virtual Stores / Logistics systems.• Google Tools (Merchant Center, Search Console).• Meta Tools (Facebook Business, Instagram Shopping, WhatsApp Business).• Jivo Chat.Hosting• Email Servers, DNS Redirects, Domains.• Customer service answering questions, solving problems, and closing sales.• WhatsApp, Phone, JivoChat (Online Stores Chat), Marketplaces Questions. Show less

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  Vermonth importação e comércio

  May 2019 - Jan 2020

  It / ecommerce / erp consultant

  Helpdesk:• Responsible for supporting 40 employees + printers.• Equipment purchases.• Servers / Hosting.• GoDaddy VPS, Linux, Windows Server, firewall (PfSense).• Management of Office 365 email accounts.• Domains / DNS.• BuilderAll.Telephony• IP PBX management (3CX) with 35 IP phones.Ecommerce / Company Website:• WordPress, Magento, MercadoLibre, B2W.Both companies used Omie ERP, which was no longer serving them and generating several manual controls in Excell outside the system, and it was necessary to gather requirements with all areas of the company (commercial, foreign trade, finance, management, inventory, expedition) to find other ERP solutions on the market that would meet the needs of the 2 companies.Omie ERP Migration > Tiny ERP:• One of the companies was starting to sell online and Omie didn't have native integrations for that.• Performed migration of customer records, products, and sales orders.• Sanitization of the database that was completely irregular and adapting the data to the new ERP.• Creation of product ads to be later exported to virtual stores and markerplaces.• Integration with Magento 1.9, B2W Marketplace and Mercado Livre.• Training of users of each sector what are their responsibilities would be in the system.• Access level management.• Delegation of activities and supervision of a freelancer who helped me in this migration.Omie ERP Migration > Flex ERP:• After surveying gathering requirements with all areas of the largest company in the group, I spent a few months looking for an ERP that mainly supported the part of Foreign Trade / Tax management, and after quoting with more than 8 systems, it was decided that Flex ERP would be the best option, meeting the company's current needs, also met future expansion plans.• Flex ERP was later implemented by the official software consultancy. Show less

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  Hcltech

  Apr 2022 - now

  Shift lead

  Leading a shared client / language (Portuguese, English, Spanish, French) Service Desk that supports 18+ countries.• Reporting operations KPIs• Knowledge base construction• Feedback with the analysts• Provide the necessary tools / process to the agents• Control availability of the agents on the phone / chat• Control Email / Tickets backlogEscalations Management• Critical Incidents Management• Agents training / onboarding• Advanced troubleshooting with the agents• Quality Management• Answering calls and emails from users, troubleshooting issues, opening tickets at ITSM tool, escalating to the resolver group if level 2 support required.• Tools: Cherwell, Active Directory, Citrix, Azure, Service Now, Active Roles, Cyber Ark, Cisco Any Connect, SSO, Office 365 (SharePoint, Teams, Outlook, Excel), Bomgar, Avaya CMS / One X, Microsoft 365 CPC, SAP, Sap Concur, Percipio, Knowbe4, Microsoft MFA, Okta• Leading team huddles to update agents about new / updated process.First hired lead of Shared Service Desk Brazil with a 20 muti nationality analysts to support tier 1 IT support. Today team size is 50+ analysts, that share 24x7 support with 10 clients in 4 languages. Show less