Alexandre Pacheco Do Couto

Experience

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  Comm Solutions Ltda

  Jan 2010 - Jan 2011

  Junior Telecommunication Analyst

  Worked on the implementation, ratification and new routines of the ERP Protheus 11. Operation support for Microsiga users on HR, business, electronic timecards. Also worked supporting users managing theirs day by day work on the system. Responsible for daily backups and process monitoring.

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  Vikstar Contact Center

  Jan 2011 - Aug 2012

  ERP Support Analyst (Protheus)

  Worked on the implementation, ratification and new routines of the ERP Protheus 11. Operation support for Microsiga users on HR, business, electronic timecards. Also worked supporting users managing theirs day by day work on the system. Responsible for daily backups and process monitoring.

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  Oracle

  Aug 2012 - Jun 2022

  Working directly with the customer, I have the responsibility to attend through the online Chat, telephone and SR platforms, simultaneously, all the technical process of pre sales and after sales. Taking care mainly of customers with doubts in which subscriptions he finds the desired training, helping with the purchase of any training, doubts about certifications, tests and also how to get discounts. Furthermore, I also take care that those who have already purchased any type of training can enjoy the best experience possible. Technical problems and also doubts are solved through direct contact and remote connection on the customer's machine so that it can be solved quickly. I’m also responsible to update and create our knowledge base for troubleshooting. Show less Ensure customer satisfaction via continued contact and follow up on all technical assistance requests, anticipates potential problems and works proactively to resolve, follow up through with customer commitments. Improve the Service Request resolution and pick up times (SLA>95%). Provide professional, courteous and quick resolution to our Latin America customer iPad/iPhone, laptop/desktop (Windows and MAC) and voice needs. Hardware installation, Move/Changes and troubleshooting as required. Respond all Service Requests with promptness, updating them, contacting customer and starting troubleshooting process when necessary. Show less

  • Digital Learning Support – Senior Consultant

    Mar 2015 - Jun 2022

  • Internal Technical Support Engineer

    Aug 2012 - Mar 2015
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  Amazon Web Services (AWS)

  Jun 2022 - now

  IT Support Engineer I

  Amazon's IT Services Support is the first point of contact for technical service requests. As an IT Support Engineer I spend my day fielding incoming chats, calls, and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide.In addition as an IT Support Engineer I am customer focused and motivated by team success. I am innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. I am also committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.Responsibilities include, but not limmited to:· Provide comprehensive technical support to Amazon Corporate employees worldwide.· Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.· Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.· Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.· Inform customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.· Manage a fluctuating case count of trouble tickets· Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.· Assist with activities to triage and escalate any system or network outage to reduce downtime.· Provide on call support for Sev1 and Sev2 incidents· Handle escalations from Level 1 support· Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.· Assist with technical projects· Assist with coaching and developing talent at the role level. Show less